Customer Success Manager – Enterprise

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  • Location London, UK
  • Department Customer Success
  • Type Full-Time

The Customer Success Manager supports all aspects of the customer lifecycle from onboarding to business reviews for a strategic portfolio of enterprise customers on our People Success platform. This high-touch position requires a strong attention to detail and follow through. The ideal candidate understands the HR and/or employee engagement space, has a passion for technology, is obsessed with helping customers succeed, and loves working in a fast-paced environment.

What you will do…

  • Primary point of contact for all post-sales activities including, but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
  • Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear
  • Deliver quarterly business reviews focusing on recommendations to align our platform to the customer’s business goals and strategy
  • Analyze customer’s survey results regularly and deliver solutions based on internal and industry best practices
  • Proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our product
  • Advocate for customers leading internal teams and projects to solve customer’s needs
  • Monitor customer health, identify risk, develop success plans, and deliver recommendations
  • Prioritize and drive timely resolution of customer inquiries using Desk.com support center
  • Gather regular customer feedback and suggestions and present ideas to key stakeholders internally
  • Propose new ideas to continuously evolve the customer experience
  • Potentially travel to meet with customers on a quarterly basis, or as required

Who you are…

  • Must have 5+ years of experience working in the Employee Engagement, HR Survey or Organizational Development Industry
  • Fast learner who can understand and articulate technology at any level
  • Must have knowledge of the HR, Organizational Development, and/or Employee Engagement industry
  • Excellent verbal and written communication skills
  • Self-motivated team player that has ideas on fresh new ways to exceed customer’s expectations
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Ability to multi-task and perform under pressure
  • Passionate about technology
  • Demonstrated technical problem-solving abilities
  • Small company/start-up experience preferred