Customer Success Manager driving success for large enterprise clients in security solutions. Focused on executive alignment and measurable outcomes in complex environments.
About the role
- Customer Success Executive focused on driving customer retention and engagement in the Legal sector. Collaborating with clients to demonstrate product value and foster strong relationships.
Responsibilities
- Develop a deep understanding of clients' businesses, strategies, and objectives, using this knowledge to drive product adoption and demonstrate value.
- Deliver impactful training sessions to clients and provide demo support to the sales and account management teams.
- Build strong relationships with key stakeholders across sales, account management, editorial, content, marketing, finance, product, and other relevant departments.
- Onboard new accounts and users, gaining insights into their goals to ensure they quickly realize the value of their investment in our products.
- Document regular processes and answers to common questions to build a comprehensive knowledge bank.
- Achieve all identified customer touchpoints, ensuring consistent and effective engagement.
- Serve as a primary point of contact for inbound client queries.
- Manage the delivery of client usage reports and review metrics to assess account health, providing relevant support as needed.
- Assist the sales and account management teams throughout system renewal cycles.
- Ensure the CRM is kept up-to-date, with accurate and reliable information.
- Collaborate with the Customer Support team to ensure subscriptions are fulfilled as booked.
- Lead conversations with clients to understand requirements for successful fulfilment.
- Ensure a positive customer experience, capturing and sharing product improvement feedback with the team.
- Develop strong relationships with existing clients and key contacts, sharing valuable insights with internal stakeholders.
Requirements
- Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
- Proactive Client Engagement
- Self-motivated and driven
- Problem solving
- Excellent attention to detail and ability to plan and prioritise workload
- Highly organised and adaptable to emerging priorities
- Ability to work independently as well as within a team environment
- Active learner
Benefits
- Eye care
- Employee Assistance Programme
- A day off for your birthday
- Pension (4% employer contribution and 4% employee contribution)
- Life assurance
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
- Private healthcare
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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