Customer Success Manager, Andover to £50,000 + bonus (Hybrid working)

This is an exciting time for a Customer Success Manager to join an exciting Software company, and to be part their growth journey as they increase market share of their Flagship management system. You will play a key role in their team as Customer Success Manager

reporting directly to the General Manager (CEO) and your responsibility will be to lead Customer Success (Professional Services) and Customer Support teams with the ultimate objective being to ensure that our customers are succeeding using their products and services. Ideally, you have at least a few years of experience leading and managing customer success teams.

Key Skills and Attributes

• An empathetic leader with great communication skills who will lead and manage our Customer Success and Customer Support teams.

• Create an organization where people feel valued, are productive, and love their jobs.

• Be able to hit the ground with our team by learning the core functionality of our Systems and products and be able to step in and provide support when the team needs the extra help.

• Create internal processes to enable the staff to work effectively and achieve their individual goals.

• Proactively reach out to our customers to gather feedback and ensure customers are getting the most value out of our products and services.

• Be the voice of the customer and gather intelligence to inform our technical product roadmap.

• Work closely with our Manager of Product and Development to gather technical customer requirements through various channels including in-person workshops, individual meetings, surveys, etc.

• Guide new customers through the onboarding process to ensure a smooth and successful start.

• Provide tailored training and resources to help customers understand and utilise our products effectively.

• Create a structure and internal processes that allow the Customer Success and Customer Support teams to achieve their targets.

• Ensure departmental KPIs are achieved