Senior Customer Success Manager

Cyance is a fast-growing Marketing Technology software company.

Using artificial intelligence and machine learning, combined with unique customer behaviour data from across the globe, Cyance records and predicts what and when customers are most likely to buy next, buy more of, or leave. This insight allows our customers to target their prospects and customers with the right combination of sales and marketing activities, at the right time.

Customer Success is vital to our long-term growth and profitability plans and, in line with our exciting 2021 growth plans, we are looking to expand our Customer Success team in order to make sure we are delivering a best in class Customer experience throughout the whole customer journey, for all of our customers.

Responsibilities

We are seeking to hire an experienced, customer-centric, Senior Customer Success Manager with strong relationship building skills and a proven desire to help drive adoption and deliver success for their customers.

Reporting into the Head of Customer Success, you will be responsible for the success of our direct customers with key responsibilities including:

  • Customer renewals
  • Identifying and qualifying customer expansion opportunities
  • Creating a culture of advocacy across the customer base
  • New customer onboarding
  • Being the voice of the customer internally

Required Experience

  • A tech / SAAS background in Customer Success or Account Management
  • Proven experience of building and maintaining Customer Success plans
  • Commercial experience and understanding of the SAAS renewal process
  • Risk management
  • An understanding of a typical SAAS customer journey and engagement strategies
  • The ability to establish and maintain Senior Stakeholder relationships
  • Experience running business reviews
  • Strong empathy for customers and a passion for customer experience
  • A team player who enjoys working as part of a close group is a must!

Manage Customer Success Activities

  • Run regular customer check-ins with all key contacts within every one of your allocated customers, as per our playbooks
    Oversee new customer onboarding
  • Undertake and facilitate user training as and when required
  • Liaise with the Customer Support Execs to ensure post-sales support is fully optimal
  • Manage customer interactions and outcomes in line with our Customer Success Management Playbooks
  • Forecast and manage the customer subscription renewals process
  • Identify customer cross-sell /up-sell opportunities with the sales team
  • Secure customer advocacy
  • Report on all customer health metrics using the customer CRM platform

Contact Cyance to Discuss this Vacancy Today! 👇