Senior Customer Success Manager

Overview

Join a company committed to changing the world through exceptional digital experiences! As a Customer Success Lead, you will play a pivotal role in empowering global brands and emerging artists alike, ensuring they harness the full potential of cutting-edge technology to craft impactful digital experiences. This is your chance to make a real difference, driving adoption and value for customers while collaborating with a team of passionate innovators.
Become a Customer Success Leader
Ready to take your customer success career to the next level? In this exciting role, you’ll be the driving force behind customer satisfaction, fostering strong relationships, and ensuring clients achieve remarkable results. You will be the trusted advisor, guiding customers on their journey to unlock the full potential of their digital strategies.

This is a 12 months, hybrid contract, offering up to £53.50 per hour – 35hrs/week (PAYE). This role is open for a limited time. Next steps will be shared with shortlisted candidates by COB Thur 4th Sept. Due to the high volume of applicants, we may be unable to reply to each applicant individually.

Responsibilities:

• Develop and execute mutual success plans, engagement strategies, and impactful frameworks to drive customer value and adoption.
• Oversee the customer lifecycle, including vision planning, health monitoring, multi-solution adoption, and measurable impact through industry specialization.
• Orchestrate customer interactions, establish success criteria, and maintain seamless communication across all levels.
• Cultivate strong relationships within client accounts, ensuring successful execution of their strategy and roadmap.
• Deliver an outstanding customer experience through proactive communication, resource orchestration, and alignment with evolving business goals.
• Drive product adoption by leveraging data-driven insights and guiding customers through the maturity curve.
• Champion innovation by sharing industry trends and showcasing new ways customers can leverage solutions to enhance their digital maturity.
• Proactively identify customer risks and collaborate with internal teams to develop and implement effective “get well” plans.
• Act as the voice of the customer within the organization, sharing valuable feedback, strategic use cases, and process improvement suggestions.
• Contribute to customer success thought leadership and share best practices across the organization to continuously refine our approach.

Must-Have Qualifications:

Bachelor’s degree and/or equivalent work experience

• Solid experience in Customer Success within the SaaS/Digital Marketing realm
• Proven ability to drive customer success and measurable outcomes, guiding clients to achieve significant business value
• Excellent communication and interpersonal skills, with the ability to navigate conflict and build strong partnerships
• Strong consulting skills
• Ability to prioritize, multi-task, and thrive in a fast-paced environment
• Exceptional organizational, presentation, and communication skills (both verbal and written)
• Existing knowledge of digital marketing and/or digital media software, including data platforms, content management, and customer journeys
• Proven program management skills within large organizations, with the ability to inspire change and engage key partners
• Experience leading executive C-level discussions and presentations

Nice-to-Have Qualifications:

• Experience with specific industry solutions or platforms