Summary: The Customer Success Manager role involves engaging with customers to resolve inquiries and drive growth opportunities within a hybrid working environment. This position merges the dynamic nature of a start-up with the stability of a well-established tech company, focusing on customer retention and satisfaction metrics. The role requires collaboration with global teams and managing a renewal pipeline effectively. Candidates should possess relevant experience in customer success and account management, particularly in a B2B context.

Key Responsibilities:

• Handle customer enquiries and escalations.
• Initiate outbound interactions for issue resolution, renewals, and growth opportunities.
• Assist with billing queries and contractual amendments.
• Identify and pursue growth, referral, and expansion sales opportunities.
• Collaborate with global stakeholders and teams.
• Meet key performance metrics: customer retention, satisfaction, revenue growth, and resolution time.
• Manage renewal pipeline and address potential risks.

Key Skills:

• Experience in Customer Success, Account/Relationship Management, and B2B billing/contractual matters.
• Fluent in English with excellent communication, listening, and analytical skills.
• Time management, organisational, and prioritisation skills.
• Understanding of IoT products and solutions.
• SAAS experience.
• Experience with SAP, Salesforce, and Gainsight is a plus.
• Methodical documentation skills and a proactive approach to tasks.

Salary (Rate): 170

City: Reading

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other