Strategic Customer Success Manager
New
L
LandTechPropTech SaaS
United KingdomContractSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisCustomer SuccessAccount ManagementCRM
Requirements
- 3+ years in Account Management or Customer Success within a B2B SaaS or high-growth technology environment.
- Proven track record of hitting retention and expansion targets, specifically NRR and GRR.
- Experience managing the full commercial lifecycle, including independent renewal negotiations and contract execution.
- Ability to multithread across complex organizations, engaging stakeholders from end-users to C-suite executives.
- Data-driven approach to portfolio management, utilizing usage analytics and health scoring to mitigate churn.
- Experience in high-touch onboarding and driving early product adoption.
- Excellent communication skills for acting as a bridge between customers and internal product teams.
- Strong familiarity with CRM systems and modern customer success tooling.
Responsibilities
- Deliver against core retention metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention.
- Manage commercial relationships, leading renewal negotiations and ensuring contract execution.
- Develop and nurture trusted advisor relationships by multithreading across stakeholder groups.
- Lead customer onboarding and goal-focused sessions to drive early proficiency and adoption.
- Monitor usage data and sentiment to proactively mitigate churn risks.
- Execute data-driven account plans to align customer goals with platform capabilities.
- Review portfolio to identify, demo, and secure expansion opportunities.
- Act as a feedback loop between customers and internal Product and Marketing teams.
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