Customer Success Manager

**\*\*\*Must be living in the UK\*\*\*** **Role Purpose** The Customer Success Manager (CSM) is dedicated to ensuring our customers achieve their desired outcomes through the effective use of our products and services. The CSM will act as a trusted advisor, guiding customers through their journey, from onboarding to achieving full value realisation. By building strong relationships, understanding customer needs, and proactively addressing challenges, the CSM will drive customer satisfaction, advocacy, retention, and growth. This role is pivotal in bridging the gap between our customers and internal teams, ensuring a seamless and positive customer experience. **Some of your responsibilities:** * **Customer Onboarding:** Guide new customers through the onboarding process, ensuring a smooth and successful transition to BAU. * **Customer Engagement:** Maintain regular contact with customers to understand their needs, provide support, and drive product usage. * **Adoption and Usage:** Monitor customer usage data to identify trends and opportunities for increased adoption of key features. * **Customer Advocacy:** Foster strong relationships with customers to encourage testimonials, case studies, and referrals. * **Retention and Renewal:** Proactively address customer concerns and work to reduce churn, ensuring high renewal rates. * **Customer Health Monitoring:** Track customer health metrics and take action to address any issues that may impact customer satisfaction. * **Feedback Loop:** Collect and relay customer feedback to internal teams to drive product improvements and innovation. * **Product Expertise:** Promote new and existing product features to deliver ongoing value. * **Voice of the Customer:** Serve as the voice of the customer within the company, providing feedback to product and development teams to improve the user experience. **Experience:** * Proven track record in nurturing successful and lasting client relationships to not only retain but grow existing revenues. * Commercial experience of generating revenue by identifying and qualifying existing business opportunities. * Extensive customer service/management experience in a Professional Services type environment. * Proven experience working effectively in a client\-centric environment, showcasing the ability to understand and address diverse customer needs and challenges. * Able to work effectively within a fast\-paced, changing, revenue focused environment. * Technical/Consulting team experience in software delivery environment. * Familiarity with software\-as\-a\-service (SaaS) products and cloud\-based technologies. * Solid Understanding of contact center software and applications. * In\-depth Proficient in using customer relationship management (CRM) tools and other relevant software applications.