The Opportunity:
Nigel Wright Group are excited to be partnering with a rapidly growing global SaaS technology company in their search for a self-driven Customer Success Manager. The CSM role is responsible for high-touch, post-sales service to a portfolio of customers, handling on-boarding and driving user optimisation and product adoption. This role is hybrid with at least one day based in the Newcastle city centre office.
Role Profile:
- Responsible for high touch, post-sales service for a portfolio of customers across a range of industries.
- Using a consultative approach, serve as a trusted advisor to your portfolio of customers.
- Repeatedly guide customers through the expanded use of the company blueprint
- Incorporate best practices, new features and new use cases to ensure stickiness and ROI
- Partner with the sales team to manage the process from Implementation to Expansion and Renewal
- As the product expert be the conduit between the customer and the Product Management team to translate business requirements into product enhancements
- Execute monthly proactive outreach to review usage
- Identify opportunities for expansion and assess overall level of satisfaction
- Handle customer references, case studies and testimonials for customers
Person Specification:
- Experience in a fast-paced SaaS client services role is desired
- Track record in new customer onboarding and relationship management preferred.
- Strong project management experience in client relations/account management with a consultative approach.
- Proactive, self-motivated team player with innovative ideas to enhance client loyalty, retention, and growth.
- Excellent communication skills, both written and verbal, with experience in individual and group presentations.
- Strong interpersonal skills with a track record of building positive relationships.
- Skilled in cross-functional leadership and team coordination.
- Highly organised with strong time management abilities, capable of handling multiple projects simultaneously and setting clear expectations.
- Detail-oriented and quality-focused.
- Adaptable to a fast-paced, evolving startup environment while maintaining a positive attitude.
- Proficient in Google Suite, Salesforce and Microsoft Office; experience with Outlook, Excel, Word, and PowerPoint is a plus