Location: London (3 days in the office, 2 days remote)
Salary: £55k plus £5k bonus plus Equity
Industry: Ecommerce / Logistics
Job Title: Customer Success Manager
Role Overview: Our client which is a leading Ecommerce software powerhouse is seeking an Enterprise Customer Success Manager to partner with their clients in the UK, ensuring their long-term success. The role involves developing strong relationships with a portfolio of assigned clients, driving revenue growth through up-selling and cross-selling, and providing strategic insights. You will act as the lead contact for all client needs, liaising with cross-functional teams to ensure timely and successful delivery of our services.
Key Responsibilities:
- Serve as the primary contact for clients, ensuring swift issue resolution.
- Develop trusted advisor relationships with key accounts, especially C-level executives.
- Drive revenue growth by expanding existing accounts through up-selling and cross-selling.
- Identify opportunities for expansion and address potential red flags proactively.
- Prepare and analyse periodic performance reports and QBRs.
- Support clients' strategic, marketing, and operational decisions with data-driven insights.
- Build and maintain strong, long-lasting client relationships.
Requirements:
- Minimum of 2+ years in Account Management or Customer Success roles.
- Experience in B2B environments, preferably in Ecommerce, Payments, or Logistics space.
- Proven track record of managing multiple projects simultaneously.
- Demonstrated success in generating revenue from existing accounts.
- Strong analytical skills to present data and trends to clients.
- Excellent verbal and written English communication skills - Essential
- Ability to communicate and influence effectively at all organisational levels, including C-level.
- Strong listening, negotiation, and presentation skills.
- BA/BS degree or equivalent preferred.
- Flexibility to work outside of standard hours when necessary due to global client locations.