Customer Success Manager

Elevation Recruitment Group

Posted 12 hours ago, valid for 24 days

London, Greater London EC1R 0WX

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

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.