Scale Customer Success Manager

Posted 8 days agoViewed

💎 Seniority level: Manager, 2 + years

📍 Location: United Kingdom

🔍 Industry: Customer Success

🏢 Company: LandTech👥 101-250💰 $12,054,147 about 2 years agoProperty Development SaaS Property Management Marketing Real Estate

🗣️ Languages: English

⏳ Experience: 2 + years

🪄 Skills: Account ManagementCustomer Success

Requirements:

Gainsight or other Customer Success software
GoogleSuite
2 + years in a similar CSM or Account Management role
Experience working with high numbers of customers (150+) at one time

Responsibilities:

Owning one-to-many customer engagement strategies for your large portfolio of long-tail customers
Conducting and monitoring customer onboarding, ensuring key adoption metrics have been achieved and that customers are proficient in using LandTech tools, quickly. By doing this you will show the immediate value of our product, and our customers will begin to see a return on their investment
Leveraging tools and technology, as well as human touch when required, to drive engagement and adoption throughout the customer journey, assisting with any support queries or questions that are received along the way
Creating standardised, personalised communications for customers based on time-based, action-based, or value-driven triggers, to drive adoption and reduce churn
Identifying expansion opportunities within your customer portfolio and managing these through from inception, to close.
Developing creative content and initiatives to engage with customers at scale, ensuring that they have access to the knowledge and resources they need to be successful
Gathering regular customer feedback and sentiment, you will share insights with other internal departments, helping to shape and change how we develop our product for our customers
Delivering strategic, goals focussed review sessions both async and in person as required to ensure that users are seeing success from our product suite and advising on ways to increase utilisation and unlock further value
Monitoring customer usage and leveraging data to identify both risk and opportunity, in turn, informing your approach to customer engagement

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🔥 Scale Customer Success Manager (French/English)

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📍 EMEA

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🔍 Development tooling

🏢 Company: Postman👥 501-1000💰 $225,000,000 over 1 year agoDeveloper Tools Developer APIs SaaS Enterprise Software

🔧 Requirements

3+ years of experience in Customer Success, preferably for companies in the development tooling space. Demonstrated ability to manage large volumes of customers through scalable programs.
Comfortable leveraging both 1:1 and 1:Many strategies to support a diverse customer base. Ability to think critically about how to scale engagement without sacrificing the quality of the customer experience. Experience tailoring playbooks and collateral based on the changing needs of their portfolio.
Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement.
Outstanding verbal and written communication abilities, along with a knack for building strong relationships with customers and internal stakeholders. This includes the capacity to listen actively, empathize, and engage with diverse audiences.
Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally. Quick learner; comfortable in a fast-paced, evolving environment. Open to experimenting with new strategies and tools to achieve Customer Success goals.
Ability to grasp complex product functionalities and articulate them to customers of varying technical levels. Comfortable communicating technical requirements into business outcomes, and vice versa.
Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively.
A history of acting as a customer advocate, influencing product development and operational changes to meet customer needs and enhance their success. In addition, has a history of partnering with customers to turn their success stories into public case studies.
Deep knowledge of the technology and SaaS landscape, with specific experience in API development and management tools. Understanding of the challenges and opportunities within the industry that Postman operates.
Bachelor's degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields.

💡 Responsibilities

Design and execute scalable success plans that drive rapid adoption, value realization, and loyalty across a large and diverse customer base. Balance one:Many enablement programs with strategic 1:1 engagements. Act as advisors to customers to ensure they’re leveraging Postman effectively.
Monitor customer data to identify emerging opportunities and risks. Engage with customers through regular check-ins, encouraging continuous engagement and utilization of the platform to its fullest potential.
Collaborate with our Sales organization to expand use cases & uncover opportunities. Work with our Renewals team to ensure on-time contract renewals for annual customers. Equip our Product team with insights so they can reduce customer friction. Ensure our CRM is detailed and accurate.
Embrace a culture of experimentation and continuous improvement, testing new approaches to customer engagement and success at scale. Stay abreast of industry trends and best practices to ensure Postman remains at the forefront of customer success.

Project ManagementData AnalysisAPI testingRESTful APIsFluency in EnglishTechnical supportCRMCustomer Success

Posted 29 days ago

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