Customer Success Manager for eCommerce SaaS Company - Bath, Somerset, United Kingdom - SparkLayer

Description

Introduction

We're SparkLayer and we're on a mission to make enabling B2B eCommerce simpler for merchants. Starting out in 2021, we've launched a successful Shopify app that has enabled hundreds of brands to grow their B2B operations.

Our merchants base spans an interesting spectrum, from startups and small retailers, right through to well-known brand names all across the world. Our product has evolved quickly and continues to be received exceptionally well, with a powerful feature-set that is constantly innovating to help support our mission to make B2B eCommerce simpler.

We're now ready for the next phase of our journey and we're looking for people to join us to make a big impact

Role Summary

The Customer Success Manager (CSM) is a crucial role in SparkLayer's growth, focussing on nurturing our relationships with existing customers, to drive adoption and expansion of the platform. The CSM will work with our existing 1,500 customers, to find opportunities for them to use relevant SparkLayer features.

This sales led role will strategically pick customers to focus on, and build ongoing relationships with our Enterprise customers. There is a requirement for strong communication skills and strategic thinking in this role, with a proven ability to sell, and forge business relationships with longevity.

Cross-sell, upsell, and expansion

• Proactively identify and generate expansion opportunities with our existing clients through various methods, including email, phone calls, as well as industry events, and networking.
• Research and map clients to understand their needs and how SparkLayer can offer additional value.
• Identify customers who could benefit from new SparkLayer features when they are launched, and use them to proactively move them up our pricing tiers.
• Develop and manage a robust pipeline of qualified expansion opportunities.

Sales Demos and Pitches of additional SparkLayer functionality:

• Work with an internal team to contribute in the creation of effective sales materials and presentations tailored to our customer base, to provide compelling reasons for them to upgrade.
• Deliver compelling sales demos to our clients that clearly demonstrate the value and unique advantages of upgrading on SparkLayer's platform.

Enterprise Customer Management

• Build relationships with key Enterprise customers to gather feedback, drive adoption of the platform, and ensure they continually use SparkLayer
• Identify customers who are at risk, and devise strategies to keep them on our platform
• Retain revenue for our Enterprise customer base through contract renewals

Customer Strategy and Planning

• Collaborate with the Sales Director to develop strategic account plans to meet revenue targets.
• Leverage CRM systems to track activities and report on key metrics to the Sales Director
• Share insights and feedback from clients with the internal teams to help shape product development and improve the overall customer experience.
  
  

In Industry Profile.

• Engage on key social media platforms to help raise awareness and the credibility of SparkLayer, advocate for our customers and how they're using SparkLayer, in such a way that SparkLayer continues to be a serious contender for other customers looking to grow their B2B operation.
• By maintaining awareness of the competitive market landscape, identify market trends, partnerships within our customer base, and opportunities that will help drive revenue growth and expand our customer base.
• Coordinate and attend marketing events and outreach, track campaign performance, and evaluate sales success.

Measures of Success:

• Achievement of revenue targets: The CSM will have specific revenue expansion targets and their success will be measured against these goals.
• Retention: The percentage of Enterprise revenue retained will be a key measure of success.
• Client satisfaction: Positive feedback from clients during quarterly business review and low churn rates
• Relationship building: Demonstrated success in maintaining strong relationships with our clients.
• Collaboration: Effective collaboration with internal teams (such as marketing, product, and account management) to ensure client needs are met and SparkLayer's objectives are achieved.

About you:

• You enjoy interacting and working with people, and have a hunger to learn about them and their business
• You are genuinely curious to learn and pick up new concepts quickly
• Strong communication skills, written and verbal, is essential
• Proven experience of working towards, and meeting targets

As a SparkLayer team member, you'll also benefit from:

• Inclusion in our company EMI scheme (with stock options)
• Your choice of work setup (computer, accessories, desk setup)
• 23 days holiday including all UK bank holidays and an extended Christmas break
• Regular team meet-ups
• Flexible time that works for you

This role is based in Bath, England, United Kingdom. Please note, we are looking for candidates based in the South West UK, and you will be expected to be in the office 3 days per week.