Customer Success Manager (Contract, Remote/UK)

Job summary

This role involves nurturing and growing relationships with Small-to-Medium Business (SMB) customers across the UK and Nordics, focusing on maximizing customer value and retention. It is a fixed-term contract for approximately 12 months, with potential for permanent employment.

Qualifications

• Proven experience in customer success or account management roles.
• Strong analytical skills and proficiency with CRM and data analysis tools.
• Exceptional communication and interpersonal skills.
• Ability to prioritize and manage multiple accounts effectively.

Responsibilities

• Serve as the primary point of contact for a portfolio of SMB accounts, building trust-based relationships.
• Proactively manage churn risk by analyzing client usage patterns and conducting regular check-ins.
• Educate clients on product features and tools, suggesting solutions to enhance value and adoption.
• Identify upsell and cross-sell opportunities, collaborating with the Sales team to drive growth.
• Gather customer insights to advocate for their needs internally and improve service delivery.
• Collaborate with various teams to ensure a seamless customer experience, especially during onboarding.

Skills

• Data-driven mindset with a focus on achieving results.
• Collaborative team player with a proactive approach to problem-solving.
• Empathetic understanding of client challenges and needs.

Education

• Relevant degree or equivalent experience in a related field preferred.

Tools

• Proficiency in CRM software and data analysis tools; familiarity with AI tools is a plus.