Customer Success Manager (SaaS Product)

Trees4Jobs SL

SaaS specialist Customer Success Manager to join a rapidly expanding Salesforce product company based in central London.

  • Experience working working within the SaaS industry
  • Ideally experience working with Salesforce.com
  • Stakeholder Management experience a must.
A fantastic opportunity for a Customer Success Manager with a passion to help clients leverage digital tools. The ideal candidate will have worked within the SaaS ecosystem.
 
You will be responsible for helping customers be successful with the tool via interactions by phone and in person. You will engage with multiple stakeholders from the customer including the COO, Project Management, Resource Management and Consultants.
 
You will support clients across a variety of industries including high tech, marketing agencies, market research companies and telecommunications. This role is based out of London and you will support clients in the UK and USA.
 
Our clients customer success approach centres on teaching the customer the best ways to leverage our application, helping them understand new ways of working, advising the customer on the best data and analytics to access. You will be able to use a range of digital assets to support the customers journey.
 
You will partner with our virtual technical and customer support teams to help customers solve any technical issues as well as continuously optimising their use of the app. We follow a simple cadence both internally and externally to ensure quick responses to clients and provide clear communications on how we will help.
 
Ultimately this position will suit someone with a great combination of process, entrepreneurial and creative instincts to create demand with prospective clients; alongside skills to mobilise key stakeholders to drive change.

Why This Role

Our client operates in the Salesforce ecosystem which features some of the world’s most innovative companies as customers and partners. They have a $6.6b market opportunity and are bringing a disruptive technology into this ecosystem which creates value for companies across multiple industries.
 
We believe in keeping things simple for our employees and our customers - in this role, you will benefit from a blend of an open and inclusive culture involving people of multiple nationalities.  

This role provides a significant opportunity for learning and adopting world class customer success methodologies including the Challenger framework. We have a robust approach to onboarding and culture of ongoing coaching and development.

About You
  • You can demonstrate a track record of business building that involved defining a customer success strategy, partnering with technical teams to drive high rates of renewal and expansion.
  • You have experience in working complex customer environments in either professional services, creative sectors or software/technology.
  • You will have managed customers with contract value >£50,000.
  • You can demonstrate a clear understanding of and successful examples of using proven methodologies for customer success and renewal.
  • You have integrity and are comfortable being open and transparent with customers but at the same time are not afraid to challenge their thinking or perspective to generate some ‘constructive tension’.
  • Ideally you will have experience or an understanding of working in a partner ecosystem with consulting or technology partners with whom you have collaborated.
Bonus points 
  • Experience with delivering software solutions within the Salesforce.com ecosystem.
Benefits
  • To be part of a successful Startup
  • An International working atmosphere and cross-cultural teams 
  • Flexible working hours. 
  • Ability to work home a couple days a week
  • Stellar career progression opportunities 
  • Office located in Shoreditch central London

People come in all shapes and sizes! We are and our clients are equal opportunity employers and value diversity at our companies. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.