Customer Success Manager

Customer Success Manager

Permanent – Remote UK based

Basic Salary up to £40,000 DOE – Excellent uncapped commission.

The role of a Customer Success Manager is to build relationships with new clients and manage relationships with existing ones while serving as a point of contact for clients and internal company teams, often interacting with both daily. As an expert communicator, they are proficient at planning and coordinating account activity, generating sales opportunities, and reporting the status of accounts regularly. They will build strong client relationships, identify gaps and growth potential, and explore untapped opportunities.

The Customer Success Manager is the leading force that fuels our growing client relationships in the UK. They will manage the customer success journey for their allocated clients. They will have proven experience building on existing relationships, eliminating competitor threats within our customer base, and ensuring customer satisfaction. The Customer Success Manager will be a proactive and curious member of our sales team, identifying growth opportunities for clients before a need or gap has been stated. This foresight and meticulous analysis will take our company confidently into the future.

• Illustrate the value of products and services to create growth opportunities.
• Perform prospecting activities such as cold calling and networking.
• Generate and qualify leads and opportunities.
• Understand the business drivers of customer base and map solutions to enhance the customer's business operations.
• Follow up with clients regularly to ensure needs are being met and to identify opportunities.
• Maintain a database of clients, prospects and partners.
• Develop a sales strategy for allocated customers.
• Achieve monthly and quarterly KPIs and quotas.
• Negotiate and close opportunities.
• Prepare and present sales contracts.
• Ability to quickly establish and build relationships.
• Up-sell / cross-sell into existing accounts.
• Maintain a comprehensive knowledge of our products and services and how they can benefit our customers
• Conduct discover meeting, perform product demos and deliver proposal presentations.
• Identify customer pain points and align appropriate solutions.
• Work with customers in building Case Studies & ROI to show the value of applying our solutions.
• Organise virtual user groups for individual customer sectors.
• Become a trusted advisor to the customer by understanding their existing and future roadmap.
• Arrange and conduct product demonstrations and presentations in conjunction with the pre-sales consultant.

Required Skills/Abilities:

• A self-starting personality with a desire to achieve results.
• Prior experience in sales, particularly in a B2B environment.
• Experience with standard customer management relationship software and platforms.
• Understanding of standard sales techniques and theory, including sales funnel.
• Strong, active listening skills.
• Excellent written and verbal communication and presentation skills.
• Ability to travel required.
• Experience with complex sales cycles.
• Strong work ethic and willingness to work extended hours to meet goals.
• Proven track record of consistently achieving sales quotas.
• Travel up to 50%.
• Strong prospecting skills.
• Track record of reaching key decision- makers.
• Presentation skills both remotely and in- person.
• Ability to work with a diverse group of people.

• 3 years of sales / account management experience in B2B software environment.
• Strong working knowledge of the ITSM, IT Service Desk or Managed Services industries.

• Must Drive – Site based visit 2-3 days per week.