Senior Customer Success Manager - EMEA

  • Job Reference: 337767
  • Date Posted: 14 July 2022
  • Recruiter: ShareForce
  • Location: United Kingdom - London & South East
  • Salary: £90,000 to £100,000
  • Bonus/Benefits: £90k - £100k + Bonus (25%) + Stock Incentive + Exc
  • Sector: IT and Telecomms
  • Job Type: Permanent

Job Description

This is an exciting opportunity for a Strategic Customer Success Manager to play a key role in the EMEA growth journey for an established leader in the subscription commerce sector.  The Enterprise Customer Success Manager will be responsible for satisfaction, renewal, and extension in the context of an expanding enterprise customer base across Europe and beyond.  We are seeking a highly experienced and strategic CSM, with the ability to shape and drive the customer journey across a portfolio of strategic, high value / importance accounts.
  • Managing a portfolio of strategically important customers from a customer satisfaction, service extensions and renewal processes
  • Maintain and grow revenue from existing customers by selling additional solutions
  • Up-Sell and Cross-Sell into an existing customer base
  • Develop strategic sales plans to manage your designated customers
  • Identify & build relationships with key stakeholders within your client portfolio
  • Obtain a deep understanding of customer business challenges - identify & propose solutions which will address their needs
  • Consult with and advise customers with a goal to drive broader deployment of across their organisation
  • Coordinate with internal teams such as Enablement & Support, to ensure alignment on strategy with a focus on customer satisfaction
Skills / Experience Profile:
  • 5+ years’ experience in a strategic Customer Success / Account Management role
  • Excellent understanding of how large companies operate (many business units, purchasing department, finance team, customer support team, complex decision-making process, etc.)
  • Expertise in building long-term strategic partnerships always starting with business questions to discover and probe (especially in hand-over, to re-align)
  • A drive to help customers succeed, extend their usage, and renew their engagement
  • A data-driven, benchmarks, ROI & value focus
  • The business acumen and agility to identify joint opportunities and consistently execute in unprescribed situations
  • Strong skills in resolution and negotiation
  • Excellent communication skills (verbal and written)
  • Working knowledge of B2B business models
  • Ideally, experience with enterprise software platforms for finance, e-commerce, payments and subscription management
Additional Information
  • Salary Offered: £90k - £100k + Bonus (25%) + Stock Incentive + Excellent Benefits
  • Location: London / Hybrid / Remote
Our client…
…is a market-leading subscription commerce solution managing recurring revenue streams for leading digital services companies globally. In 2022, our client is 350+ fantastic people, managing 50 million subscriptions and upwards of $10bn in transaction volume globally.  This success is supporting the further drive into new territories, with Europe representing 12% of customers already, this is the chosen market for further growth and development in the coming years.