Customer Success Manager

Customer Success Manager - Manchester City Centre - Hybrid Working

Exciting opportunity for a Customer Success Manager to join a growing SAAS business based in Manchester. This is an growing team offering a great opportunity for an individual who is customer focused and has desire to make a difference to both the customers and the business.

Duties will include:

• Managing a portfolio of approximately 50 strategic accounts and delivering on personal KPIs through upselling, driving adoption, and minimizing churn. 


• Building and developing strong trusting relationships with senior stakeholders within our Clients’ businesses.


• Pursuing upsell / cross-sell opportunities and able to demo new functionality to clients.


• Managing and closing renewal opportunities.


• Supporting Clients to enhance their usage of the product and drive adoption through best practice discussion.


• Working closely with internal stakeholders to deliver outcomes for Clients.


• Obtaining product feedback from Clients and coordinating further discussion with the Product team.


• Delivering Business Reviews and developing Success Plans for high-touch Clients.


• Working proactively and reactively with Clients to minimise churn and mitigate risk.


• Proactively responding to Client escalations and concerns in a concise and supportive manner.


• Documenting Client discussions and maintaining and updating key systems, such as Salesforce.


• Supporting the Customer Success Lead in coaching and developing junior team members.


• Contributing to continuous improvement projects across the Client Services department.

You will only be considered for this role if you have previous experience as a Customer Success Manager is the SAAS/Technology industry.

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Thrive by Chorni Limited acts as a recruitment agency.