Customer Success Manager at Leah managing client relationships and facilitating growth in adoption and retention. Overseeing client expectations and leading customer success strategies in a hybrid role.
About the role
- Customer Success Manager enhancing user experiences with Mosaiq Transit Intelligence Suite. Focused on customer satisfaction, retention and advocating customer needs to the team.
Responsibilities
- Focus on customer satisfaction, retention, and support word of mouth referral
- Guide new customers/partners through needs discovery, setup, and implementation
- Deliver webinars, docs, tutorials, and personalised sessions
- Primary contact for customers; support Snapper’s partners
- Monitor health metrics, flag risk/churn, and support renewals and upsell
- Capture feedback, goals, and challenges to inform product priorities
- Track and analyse KPIs - customer satisfaction, retention, and upsell/cross-sell revenue
Requirements
- Strong commercial experience as a CSM
- A proven background in understanding customer needs
- Strong empathy for partners and end-users
- Great verbal and written communication skills
- An analytical and commercially aware CS Specialist
- Ability to deliver an excellent customer experience
Benefits
- 27 days annual leave (plus bank holidays)
- Wellbeing days
- 10 days sick leave per year + an awesome people-first culture
- Annual £250 towards tech tools & your working-from-home costs
- Pension contribution
- Personal insurance package
- L&D budget
- Cycle to Work scheme
- Awesome transparent and employee-first culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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