Customer Success Manager
New
S
ShiftCareHealth-tech SaaS
United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-5 years
- Required Skills
- Data AnalysisCustomer SuccessSaaSHubSpotAccount ManagementCRM
Requirements
- 3-5 years of relevant experience in Customer Success or Account Management.
- Minimum 3 years of experience in a Customer Success role at a SaaS company.
- Experience working with customer data to manage high-priority and at-risk accounts.
- Proven experience conducting EBRs and account reviews.
- Strong verbal and written communication skills.
- Detail-oriented with experience maintaining notes in a CRM.
- Tech-savvy and ability to explain complex concepts clearly.
- Must have a stable primary and backup internet connection (at least 10 Mbps).
- Startup experience of 1 to 3 years is considered a plus.
- Proficiency with platforms such as HubSpot, Intercom, or ChurnZero is a plus.
Responsibilities
- Own client relationships post-onboarding and maintain a portfolio of clients.
- Pro-actively analyze customer product usage, evaluate account health, and translate data into actionable insights.
- Conduct regular account check-ins and Executive Business Reviews (EBRs).
- Create training content including webinars, videos, and documentation to aid feature adoption.
- Communicate new product releases and feedback to the internal Product team.
- Collaborate with Operations, Support, Sales, and Marketing teams to drive growth and expansion.
- Escalate issues and distinguish between user error, training needs, and product bugs.
- Develop and prioritize strategic process improvement initiatives with the head of CS.
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