Enterprise Customer Success Manager

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Requirements:

• Proven experience in a B2B customer success (1-2 years depending on company type)
• Previous Enterprise Account Management experience desired
• Solid previous use of Intercom
• Experience engaging customers at scale
• Highly organised - you’ll be juggling several ongoing projects week in, week out. With each connected to paying customers, accuracy and punctuality are essential.
• Comfortable owning your own workload and confident holding other people accountable to their deadlines.
• Strong communicator - from our customers to your colleagues, you’ll be working very closely with lots of people.
• Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
• Adaptable - Being a startup, things here move quickly and you’ll be thrown last-minute curveballs. We enjoy it. We need you to, too.
• Creative problem-solver - we know that processes can always be improved. We’re looking for someone who can think on their feet, solve problems, and identify opportunities.
• Tech-savvy - we lean on lots of different apps and while we’ll obviously onboard you on each, we’re looking for a quick learner who can show us a thing or two, too!

Responsibilities:

• Onboard and Educate: Guide new members through the onboarding process, ensuring they understand how to use our products, take full advantage of our offerings and realise value quickly.
• High-Touch Account Management: Maintain regular, proactive communication with high-value clients to understand their evolving needs, address challenges, and ensure they receive maximum value from our offerings. Conduct check-ins, share insights, and provide strategic recommendations to strengthen partnerships.
• Collaborate Across Teams: Work closely with sales, product, and content teams to ensure a seamless member experience and provide feedback to help improve our offerings.
• Measure and Report: Track and report on key success metrics, using data to identify trends and inform decision-making.
• Upsell and Cross-sell: Identify opportunities to expand our footprint within existing accounts by recommending additional products or services that meet the client's needs.
• Identify Growth Opportunities: Work with the Commercial Director to identify and capitalise on new commercial opportunities, including large team deals.