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Customer Success Manager – EMEA – remote within EU/UK possible

Full Time Permanent

London Jobs Board

You will clearly articulate, create, lead, and execute the company’s revenue protection, customer satisfaction, and advocacy plans. You will be closely cooperating with Sales, Product Management, and Marketing as well as other team members.

You will:

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Define and Optimize Customer Lifecycle

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Segment the customer base and varying strategies

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Map customer journey in alignment with segmentation

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Develop listening points in journey (e.g., adoption, usage, customer satisfaction, etc.)

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Standardize onboarding and training solutions, as well as interventions for critical points in journey (develop the “Playbook”)

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Identify opportunities for continuous improvement and learnings from industry best practices

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Improve revenue retention and renewal rates

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Drive up NPS

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Influence upsell/cross-sell opportunities

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Increase customer LTV through higher product adoption and usage rates, customer satisfaction and overall customer health scores

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Support new business growth through the identification, fostering and promotion of customer advocates

Inspire Customer Success Across the Company

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Reinforce a customer-first culture

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Ensure alignment of customer success motion, insights and actions with Product, Marketing, Sales, and Finance

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Align with Executive Team around key metrics and objectives

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With Marketing, drive company-wide definition and application of the ideal customer

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With Product, create a company-wide customer feedback loop

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