Customer Success Manager

Elevation Recruitment Group

Posted 9 hours ago, valid for 24 days

London, Greater London EC1R 0WX

Full Time

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Customer Success Manager

Remote working (with travel once a month to North Yorkshire & minimum once a Quarter travel to London)

Elevation Recruitment are seeking a proactive Customer Success Manager for a leading software company based in London to join their team on a permanent basis.

This role is essential to building and maintaining strong partnerships with customers, by being a product expert, offering best practices and tailored support.

Key Responsibilities:

Product Expertise: Lead discussions with customers, offering deep product knowledge and technical insight to support successful implementation and adoption.
Customer Onboarding: Manage the entire client onboarding process, including scoping requirements, platform configuration, training, and launch plans to ensure smooth and successful setup.
Customer Support & Success: Provide ongoing support, training, and best practices to enhance product adoption, ensuring a positive customer experience and high satisfaction ratings.
Escalation Management: Act as a key point of escalation for any service issues, analyse concerns, and propose tailored solutions to meet customer needs.
Collaboration: Work closely with cross-functional teams—Product, Business, and Technical Services—to design integrated solutions and ensure alignment between client requirements and product development.
Expectation Management: Ensure customer expectations are well-managed, balancing business strategies with customer goals.
Project Leadership: Lead projects through all stages of the client lifecycle, from configuration and setup to communication and ongoing support.

Key Requirements:

Experience in SaaS/ Edtech
A strong understanding of digital learning platforms and product adoption best practices.
Excellent communication skills to interact with both technical and non-technical stakeholders.
Experience in managing customer onboarding, product implementations, and lifecycle management.
A problem-solving mindset, with the ability to quickly identify issues and guide customers toward optimal solutions.
A passion for delivering an exceptional customer experience and building lasting relationships.