Customer Success Manager for net2phone focusing on enhancing customer relationships and driving value realization. Responsible for account management, customer retention, and training coordination.
About the role
- Senior Client Success Manager overseeing high-value customer accounts in a leading SaaS company. Focused on strategic planning, customer satisfaction, and portfolio management.
Responsibilities
- Own and manage a portfolio of complex and strategically important accounts (including those with bespoke solutions or multi-product usage).
- Build deep, long-term relationships with senior collaborators across customer organisations.
- Act as the primary point of contact for your accounts, ensuring a seamless and proactive customer experience.
- Conduct regular QBRs and strategic business reviews aligned to customer goals and measurable outcomes.
- Monitor account health, usage, adoption, and engagement metrics; build action plans to address gaps or accelerate value.
- Lead onboarding or introduction of new products, ensuring customers receive a smooth experience and achieve early success.
- Deliver training, enablement sessions, and engagement activities to drive usage and encourage advocacy.
- Analyse programme data and present insights that demonstrate impact and align to customer objectives.
- Identify early signs of risk and proactively intervene to protect customer outcomes and revenue.
- Coordinate cross-functional resources (Product, Engineering, Support, Operations) to resolve customer challenges.
- Escalate issues appropriately to the CSD while maintaining ownership of customer communication and expectations.
- Find opportunities for deeper product adoption or expansion based on customer needs and platform usage.
- Partner closely with the CSD to support commercial discussions, renewals, and upsell motions.
- Shadow and contribute to commercial negotiations to develop skills in commercial management and strategy.
- Support the creation of renewal strategies, account plans, and multi-year value roadmaps.
- Maintain accurate and timely records in Salesforce and all relevant systems.
- Deliver all administrative tasks, project updates, and documentation to a high standard.
- Ensure all customer engagements, plans, and actions follow agreed Client Success playbooks and standards.
- Work closely with the CSD, CSMs, Solution Architect, and Engagement Specialists to deliver a coordinated customer experience.
- Provide coaching and guidance to CSMs within the POD when required, supporting team capability and consistency.
Requirements
- Proven experience in Client Success, Account Management, or similar roles within SaaS or technology.
- Strong experience managing complex, multi-stakeholder customer portfolios.
- Proven track record of high retention, customer satisfaction, and value delivery.
- Demonstrated experience creating and delivering QBRs, strategic account plans, and executive presentations.
- Strong understanding of Client Success metrics, adoption levers, and value realisation frameworks.
- Customer-first mindset with a passion for helping customers achieve measurable outcomes.
- Skilled at navigating complex organisational structures and managing multiple stakeholder relationships.
- Strong project management capability; proven ability to manage multiple initiatives simultaneously.
- Analytical mindset with proven ability to interpret data, identify insights, and translate them into actions.
- Confident communicator and presenter, including with senior audiences.
- Demonstrated growth mindset with openness to coaching, learning, and personal development.
- Collaborative team player who works effectively with the CSD, CSMs, and cross-functional teams.
Benefits
- A flexible holiday plan of up to 40 days per year
- £400 a year Wellbeing Allowance
- Private Medical Insurance
- Allowance for professional development books, E-books, and podcasts
- Contributory pension scheme
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Partner Success Associate managing dropship accounts at Stadium Goods. Cultivating supplier relationships to enhance growth and engagement.
Senior Customer Success Manager responsible for customer engagement and product adoption at UpKeep. Building relationships and maximizing customer value within high - touch engagement model.
Junior Customer Success Manager at Oper enhancing customer support and experience in the fast - paced fintech sector, focusing on automation and customer interactions in a hybrid role.
Customer Success Manager ensuring mission readiness by maximizing customer value from C - UAS solutions. Fostering partnerships and driving service standards for critical environments in high - stakes scenarios.
Head of Customer Success leading strategic customer relationships at Duffel, maximizing technology use and improving customer experience across functions.
SAP ABAP + CRM Consultant developing and enhancing SAP solutions for Weekday's clients. Collaborating to support business - critical systems with technical expertise and design skills.
Driving the CRM strategy to enhance player engagement and retention at B2Spin's global gaming portfolio. Leading teams and executing data - driven campaigns across multiple brands while innovating the player experience.
Senior Customer Success Manager managing enterprise accounts for Vibe.co, a streaming TV advertising company. Building client relationships and driving revenue outcomes with strategic insights and campaign excellence.
Customer Success Manager for a fast - growing startup in renewable energy. Engaging with B2B customers and solving technical queries related to solar and heatpump solutions.