Customer Success Manager

Customer Success – Customer Success Management /
We're looking for our next Customer Success Manager to join our growing London team! Reporting to the Head of Enterprise Customer Success, as the Customer Success Manager will drive value, feature adoption, customer retention and strategic expansion across an Enterprise book of business. You will work cross-functionally across departments to achieve personal and team objectives, be responsible for churn and contraction targets and have the opportunity to travel!
If you have a passion for customers, a keen interest in tech and thrives working collaboratively, then we would love to hear from you! ResponsibilitiesMinimise Churn: Respond to CSOps data to understand customer health and engagement that negatively impacts customer health scoreRespond to CSOps/billing reporting to deflect churnCollaborate with Digital CSM to create meaningful in app engagements for their book of businessSync with Support as a point of customer escalation and query resolutionMaximise expansion: Develop a consultative partnership with top tier accounts to identify growth opportunities and align product use to deliver defined ROI for customersRespond to CSOps data to uncover expansion and growth opportunitiesRespond directly to Support queries from customers requiring package upgrades for additional feature inclusion Delight customers through their human interactions impacting NPS/CSAT Own a subset of customers: ‘Own’ a book of business that covers Mid-High and Enterprise customers Use reporting dashboards across Gainsight to communicate risks and opportunities to the businessUse reporting dashboards to prioritise personalised outreach to customersDevelop your understanding of ScreenCloud’s key customer segments and demonstrate this understanding as a ‘voice of the expert’ when speaking to customersUse the Gainsight tools to log and track personalised interactions (calls/QBRs/emails) with customersTravel 10-15% of time to customer sites to drive relationship strength, momentum towards screen deployment and uncover strategic alignment for Return on InvestmentProcess Improvement Responsibilities: Working with our CSops to provide feedback to help improve process for the day to day responsibilities of ScreenCloud’s CSMs Helping with the documentation of processes as we scale to help our CSMs and wider departments have a point of reference.Collaborating with the senior Customer Success department members to help define data which is used to measure customer health and CSM performance.RequirementsTechnical background where you have deployed tools and workflows that demonstrate workplace efficienciesPrevious experience working within a Customer Success functionYou are proactive, able to multi-task across multiple priorities and are keen to find creative solutions to customer pain points
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