Reporting to: Sales Director
A London headquartered Software as a Service (SaaS) technology firm that provides on demand risk, intelligence and analytics solutions to the business operating in the (re)insurance and financial services sectors is looking to hire a Customer Success Manager ('CSM').
Customer success is about ensuring their customers achieve their desired outcomes while using their product. The objectives of CSM's are to reduce churn and increase value by maintaining excellent 'customer health scores'.
The role is to ensure, at the highest level, that customers derive the utmost value and benefit from the use of their services and become evangelists of their brand and solution.
CSMs manage and protect the relationship between the business and its customers. They aim to maximise long-term revenue opportunities by becoming trusted advisers to customers and strengthening their loyalty. Up-selling is a key responsibility of the role. CSMs are responsible for relationships with a portfolio of assigned customers, connecting with key business individuals and stakeholders. The role involves liaison with customers and cross-functional internal teams to ensure the timely and successful delivery of their solutions.
- Develop healthy customer relationships
- Enhance customer training
- Evaluate and analyse customer needs
- Build trust with transparency with customers
- Act as a customer advocate
- Encourage customers to upgrade their products
- Promote customer loyalty
- Key Performance Indicators
- Customer Churn
- Customer Health
- Customer Revenue Growth
Domain Expertise - Firstly the CSM must understand what customer success is and its importance. The CSM must also have a deep understanding of the product's different use cases and knowledgeable about the customer base. The CSM must understand the internal working of the product and its use from a customer's perspective. This enables CSMs to address customers' issues proactively. It is important for the business to become a thought leader in the markets they
serve. CSMs are a big part of this strategy.
Understanding Data - This is a basic requirement of a CSM. It is obvious that a CSM will be dealing with a large amount of data. Thus, a CSM must be comfortable with data analysis and interpretation using customer success software. Being able to find meaning in stacks of data is important for the CSM so that s/he can derive valuable insights which can lead to the growth of the company.
Energy & Mental Fortitude - CSMs will need enthusiasm and a positive outlook that is infectious and irrepressible when times get tough. It's often said that life is 90% how you react to it and a good CSM embodies this.
Trusted Advisor Status - The best CSMs in the world will earn trusted advisor status with their customers. Trusted Advisors build trust and confidence of individuals around them by speaking their truth whether the news is good or bad. They gain credibility by backing up assertions with data, and seek to build long-term relationships versus securing quick wins.