Job Location: London, UK (with occasional international travel)
Title: Customer Success Manager
Job Summary: As a Customer Success Manager, you will be responsible for guiding our complex, high-value customers towards achieving their growth and scale objectives. Your key responsibilities include driving client satisfaction, retention, and expansion.
Key Responsibilities:
Client Engagement and Expansion
- Establish and nurture strong, reliable relationships with clients throughout their journey, starting with onboarding.
- Drive monthly revenue growth (1-5%) by proactively identifying and pursuing upsell and cross-sell possibilities.
Project & Outcome Management
- Collaborate with the product team to manage project timelines and key deliverables.
- Assist clients with business growth, strategic shifts, and scaling initiatives.
- Enable effective change management strategies for clients.
Client Communication and Reporting
- Provide clients with performance scorecards to monitor key metrics.
- Achieve a Net Promoter Score (NPS) of 80 or higher.
- Maintain high customer satisfaction (CSAT).
- Drive strong revenue and client retention rates.
- Facilitate seamless handoffs between teams throughout the client lifecycle.
Qualification/Education
Bachelor's degree or equivalent experience.
Skills:
Strong relationship-building skills,excellent communication (written and verbal), proficiency in using data and analytics to inform decision-making, experience with CRM and project management software, ability to coach and mentor customers, strong understanding of sales principles.
Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
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