Customer Success Manager
London - office based
About Our Client
Our client is a technology company with two unique solutions: Guardian, which provides IT estate visibility and auditing for compliance and governance , and Alchemy, which separates applications from infrastructure to enable innovation and accelerate cloud migrations. They work in a collaborative environment with a focus on continuous improvement and customer satisfaction. Their close partnerships include AWS, Microsoft, and Google, and their clients range from large financial organizations to public sector departments.
About the Role
We are seeking a proactive and empathetic Customer Success Manager to join our client team in a key strategic position. This is a full-time, office based role with the office in London. As the trusted advisor and advocate for their customers, you will work cross-functionally with the Sales, Product, Professional Services, and Support teams to deliver a seamless and impactful customer experience. You will work across both our Guardian and Alchemy products.
Key Responsibilities
- Guide new customers through the onboarding process, ensuring a smooth and successful implementation.
- Build strong, long-term relationships with customers, understanding their goals, and aligning our solutions to meet their needs.
- Drive customer retention and identify opportunities for upselling or cross-selling.
- Act as the voice of the customer internally, providing feedback to Product and Engineering teams to improve the user experience.
- Track customer health metrics and proactively address any risks or issues.
- Deliver training sessions and create resources to help customers maximize product adoption.
- Run the renewals process, ensuring each customer experiences a seamless transition to their new term.
About You
- Proven experience (3-5 years) in a Customer Success, Account Management, or similar client-facing role is essential.
- You should have strong communication and interpersonal skills.
- An analytical mindset with the ability to interpret customer data and trends is key.
- Familiarity with CRM tools (e.g., HubSpot) is required.
- A passion for customer satisfaction and problem-solving is a must.
What will make you stand out:
- Experience in the software industry.
- Excellent presentation and meeting facilitation skills.
- A track record of working in a customer-facing environment and driving initiatives to ensure or improve customer ROI.
- The ability to digest complex data and relay it to customers in a manageable, clear, and concise way.
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