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    • Customer Success Manager, Strategic - Wimbledon - Abbeyfield

    Abbeyfield
    Abbeyfield Wimbledon

    1 month ago

    Default job background
    Description

    Strategic Customer Success Manager (German Speaker)

    We are seeking a fluent German-speaking Strategic Customer Success Manager to join our London-based team. The ideal candidate will own a book of business and own user adoption and customer retention within these accounts.

    The successful candidate will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. They will keep their manager informed of at-risk customers and suggest potential actions to get them back to health.

    • Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
    • Meet and exceed net retention and gross churn targets for assigned accounts. Quantifying customer business value; Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.
    • Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary) and log these into our CRM.
    • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
    • Proactively identifying risks within your accounts and working with internal and external stakeholders to mitigate said risks.
    • Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
    • Assist the renewal and account management teams in all renewal activities as needed.
    • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
    • Contribute as necessary to the success of CS operations projects that address gaps within the customer journey.
    • Provide feedback and support to the enablement team in their new initiative as necessary.
    • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

    Key performance indicators include:

    • Customers realizing benefit and value from our products
    • Achieving healthy and long-term success
    • Dependable execution of customer projects

    We are looking for a customer-centric individual who is obsessed with providing an excellent customer experience.

    The ideal candidate has a strong understanding of Customer Success as an industry, and a practice, and has successfully managed a book of business as a CSM.

    They should be comfortable with data management and identifying patterns, and have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight, etc.).

    A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components) is also required.

    Strong skills in Excel and ability to analyze and interpret data are essential.

    Results-driven with a strong background in Customer Success/Account Management and/or other Customer experience functions.

    Fluency in French is a plus.

    Benefits include:

    • 25 Days Holiday
    • Contributory Pension
    • Life Insurance (DIS)
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Customer success manager, strategic