Hybrid Customer Success Manager

at Flooid

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Marston Green, United Kingdom

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