Customer Success Manager at HighlightTA in United Kingdom

Job description

• Application
• About Certn
• The Customer Success Manager (12-month fixed-term contract) role plays a key role in driving strategic customer success initiatives. Responsible for fostering long-term relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximize customer satisfaction and revenue growth.

Responsibilities

• Strategic Account Management
• Develop and execute account plans to ensure customer success and identify growth opportunities.
• Own customer onboarding, ramp, and full life cycle achievement including contract renewal.
• Find upsell, cross sell, and expansion opportunities and win additional business
• Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn.
• Customer Advocacy and Issue Resolution
• Serve as the primary contact for escalated issues, collaborating internally to resolve challenges.
• Collaborate with stakeholders across all departments to solve complex customer issues.
• Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers.
• Performance Metrics
• Conduct an average of 5-8 proactive meetings per week with your book of business
• Document and utilize Hubspot to track customer interactions.
• Measurably increase B2B revenue and margin as it relates to company objectives on a quarterly basis.
• Customer Retention and Growth
• Implement strategies to reduce churn and enhance loyalty.
• Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.

Requirements

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
• Showcased effectiveness in strategic account management.
• Adept analytical and problem-solving skills.
• Effective communication and presentation abilities.
• Experience advocating for customers at an executive level within the organization.
• Demonstrated ability to collaborate effectively with various departments for overall business success.
• Demonstrated success in driving customer growth through expansion initiatives.
• Working experience with SaaS products and the background check industry (preferred).
• Certifications in customer success or customer support (preferred).
• College or university degree or equivalent work experience.
• Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.
• If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspective that brings.

Skills

Required

• Customer success
• Account management
• Strategic account management
• Analytical skills
• Problem-solving skills
• Communication skills
• Presentation abilities
• Advocacy at executive level
• Collaboration across departments

Preferred

• SaaS products experience
• Background check industry experience

Benefits

• 32 days of paid time off per year
• Company-paid benefits that start on day 1
• Remote-friendly and supportive flexible remote arrangements
• Work-from-home allowance
• Professional development budget
• And a few more goodies!