Customer Success Manager

Job Description

Robert Half is partnering with a fast-growing, investor-backed B2B organisation that's undergoing an exciting period of expansion. They're looking for a Customer Success Manager to build and shape Customer Success function, working closely with the CMO to drive customer retention, loyalty and long-term growth.Location: SurreyHybrid : 3 days in officeCustomer Success ManagerThe opportunity:This is an exciting opportunity to join a rapidly growing, investor-backed business at a pivotal stage of its growth.Reporting directly to the Chief Marketing Officer, you'll play a key role in establishing and shaping the company's Customer Success function.This is an ideal opportunity for someone who enjoys building new capabilities, influencing business strategy and delivering measurable commercial results.The RoleAs Customer Success Lead, you'll own the customer success strategy across the business, ensuring customers receive maximum value from the companies products and services throughout their lifecycle.You'll work cross-functionally with Marketing, Customer Service, Operations and Technology teams to improve customer experience, develop customer insight and identify opportunities for growth within existing accounts.Key ResponsibilitiesCustomer SuccessDevelop and implement the Customer Success strategyBuild and introduce a Customer Health frameworkDevelop customer retention and reactivation strategiesMonitor customer engagement and identify opportunities to improve customer lifetime valueCreate scalable Customer Success processes as the business growsCustomer LoyaltyOwn and continuously improve the company's loyalty programmeDrive customer adoption and engagementMeasure programme success and recommend improvementsCustomer InsightsLead Voice of Customer initiativesManage customer surveys and Net Promoter Score (NPS)Analyse customer feedback and present actionable recommendationsUse data and insights to influence business decisionsStrategic Account GrowthBuild relationships with key customersIdentify growth opportunities within strategic accountsPartner with Marketing on Account Based Marketing (ABM) initiativesCustomer ExperienceImprove the overall customer journeyWork alongside Customer Service and Operations teams to enhance service qualityReview customer support processes and identify opportunities for improvementSupport the Events Coordinators in delivering an exceptional customer experienceAbout YouWe're looking for a commercially minded Customer Success professional who enjoys creating new ways of working and influencing business growth.You'll be comfortable operating in a fast-paced environment where you'll have the opportunity to shape strategy and build new capabilities from the ground up.Essential Skills & ExperiencePrevious experience within Customer Success, Customer Experience or Strategic Account ManagementExperience developing customer retention strategiesStrong CRM experience (HubSpot nice to have)Experience managing customer journeys and customer lifecycle programmesExcellent project management and organisational skillsData-driven with the ability to analyse customer behaviour and identify trendsCommercial mindset with a focus on customer lifetime value and business growthDesirable ExperienceBuilding or establishing a Customer Success functionLoyalty programme managementVoice of Customer programmesAccount Based Marketing (ABM)Experience within SaaS, subscription, infrastructure or high-growth businessesExperience improving customer service operationsThe ideal person background experience coming from one of these environments:B2B SaaSSubscription businessesUtilitiesTelecomsTechnologyFleet managementInfrastructureMembership organisationsCompensation & BenefitsCompetitive salary + bonusPensionhealthcareRobert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.TPBN1_UKTJ