OP
Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.
About the role
- Onboarding & Enablement
- Run tailored onboarding sessions that equip new customers to hit the ground running.
- Get hands-on with account setup to make sure everything’s in place for success.
- Customer Partnership
- Act as the strategic point of contact for your named accounts, helping them get the most from Silktide.
- Gain a deep understanding of their business goals and challenges, and use your product knowledge to guide them towards better outcomes.
- Ongoing Success & Retention
- Build strong relationships and stay closely engaged so you can spot risks early and keep customers on track.
- Collaborate closely with Account Managers to flag opportunities for growth, share feedback, and ensure retention stays high.
- Proactive Value & Insight
- Don’t wait for customers to ask — use your downtime to deliver value proactively (think: training, data insights, strategic nudges).
- Take initiative to spot where a customer might need help — even if they haven’t realised it yet.
- Support (but not babysitting)
- You’ll answer the occasional support query via Intercom, but this isn’t a tech support role — you’re here to unblock people and keep them moving.
Requirements
- You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
- You have a passion for technology and enjoy helping customers succeed.
- You excel at explaining complex concepts simply.
- You have 2–3+ years of customer-facing experience (ideally in customer success or sales).
- You’re proactive, comfortable reaching out to customers, and can address their needs independently.
- You can lead challenging conversations, hold customers accountable, and keep them focused on their goals.
- You’re confident in partnering with Account Managers to move commercial discussions forward and deliver real value.
- You thrive in a fast-paced, evolving environment and communicate clearly in writing and speech.
Benefits
- A shiny new MacBook
- 20 days paid vacation plus public holidays, increasing with tenure
- Private Insurance, Health, Dental and Vision, plus Wellness Allowance
- Company Sponsored Pension and Enhanced Paternity or Maternity
- Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings
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