Senior Director leading a team of Customer Success Managers to drive Salesforce's Signature Success Plan in Consumer Business Services. Fostering customer impact and strategic alignment with sales teams.
About the role
- Customer Success Manager at Flooid, guiding clients on software rollout and enhancing customer retention through engagement strategies.
Responsibilities
- Managing multiple customers, serving as the primary operational point of contact, ensuring a smooth customer journey
- Building and maintaining strong relationships with customers by understanding their goals and helping them achieve measurable outcomes
- Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
- Collaborating with cross-functional teams to resolve customer issues and improve the overall customer experience
- Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
- Advocating for customer needs internally and providing feedback to the product team to help guide feature development and enhancements
- Proactive approach to identifying issues, troubleshooting and delivering effective solutions
Requirements
- A Customer Success, Account Management, Service Delivery, or client facing role, ideally within a SaaS or tech environment
- Managing a portfolio of accounts with varying needs / complexity
- A proven track record of improving customer retention, satisfaction or account growth
- Conducting regular business reviews
- Using/implementing a CSM software
- Implementing CSM strategies and process
- Building strong relationships with internal and external stakeholders
- Analysing usage data and customer metrics to guide strategy and actions
Benefits
- **Flexible working** – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
- **Holidays **– We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
- **A flexible pension** – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
- **Company sick pay – **We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
- **Family benefits** – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
- **Electric Car salary sacrifice scheme** – An easy to manage and affordable way of leasing a zero-emission electric vehicle
- **Online learning platform **–We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
- **Financial, physical and wellbeing support** – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
- **Access to a discount platform** – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
- **Professional subscriptions** – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
- **Charity giving** – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
- **Cycle to work scheme – **Make the most of this tax efficient scheme to improve your commute to work
- **Rewarding long service** – We provide gifts to our employees who achieve milestone years of service working as part of our team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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