Customer Success Manager Sustainability / ESG Solution London - 2 /3 days per week £50k - £60k The company are an early stage SaaS business that provides a supply chain solution, focusing on environmental protection and ESG. They are looking for a Customer Success Manager that will own and nurture a portfolio of complex and global customers, ensuring they see continued value. You'll serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you'll act as both a trusted partner to your clients and the internal voice of the customer. Key Responsibilities: Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions. Client onboarding: create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live) Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients' supply chain. Professional Services: deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription. User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team. Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk. Product collaboration: gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap. Sales collaboration: closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities. Marketing collaboration: develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts ). Operations: as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes ). Candidate requirements: 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities Clear verbal and written communicator, English business fluency essential Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.
Jun 07, 2025
Full time
Customer Success Manager Sustainability / ESG Solution London - 2 /3 days per week £50k - £60k The company are an early stage SaaS business that provides a supply chain solution, focusing on environmental protection and ESG. They are looking for a Customer Success Manager that will own and nurture a portfolio of complex and global customers, ensuring they see continued value. You'll serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you'll act as both a trusted partner to your clients and the internal voice of the customer. Key Responsibilities: Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions. Client onboarding: create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live) Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients' supply chain. Professional Services: deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription. User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team. Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk. Product collaboration: gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap. Sales collaboration: closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities. Marketing collaboration: develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts ). Operations: as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes ). Candidate requirements: 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities Clear verbal and written communicator, English business fluency essential Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.
Job Title: Customer Support Manager Location: North London, ideal locations would be Watford, Slough, Amersham, Reading Package: £40k+ base salary with £500 allowance when on call. Job Purpose: My client is a SaaS provider of emergency notification / crisis management communications. Their innovative solutions support clients globally in the successful management of incidents and emergencies. The tasks of the Customer Support Manager will include general office administration and customer support tasks to ensure the business contributes to driving sustainable growth. The ideal candidate will be competent in prioritising and working with little and at times no supervision. They will be self-motivated and trustworthy. Responsibilities: Support Sales Team in setting up demo accounts and new customer accounts Provide 1st Level telephone or online customer support (full product and service training will be given) Create and update records in databases with customer and prospective customer data Support customers through logging of incidents and product related queries Submit timely reports and prepare presentations/proposals as assigned Assist with internal and external events (user forums, trade shows) Participate in team activities like webinars, events, team meetings Assist colleagues whenever necessary On a rota basis, provide 24/7 support to clients Requirements: Proven experience as a Customer Support Manager, Customer Support Administrator or relevant role, at least 2 years of experience Outstanding communication and interpersonal abilities Excellent organisational and leadership skills Excellent knowledge of MS Office Excellent IT Skills Knowledge of Salesforce would be an advantage Working Hours - 40 hours per week / Monday to Friday
Jun 06, 2025
Full time
Job Title: Customer Support Manager Location: North London, ideal locations would be Watford, Slough, Amersham, Reading Package: £40k+ base salary with £500 allowance when on call. Job Purpose: My client is a SaaS provider of emergency notification / crisis management communications. Their innovative solutions support clients globally in the successful management of incidents and emergencies. The tasks of the Customer Support Manager will include general office administration and customer support tasks to ensure the business contributes to driving sustainable growth. The ideal candidate will be competent in prioritising and working with little and at times no supervision. They will be self-motivated and trustworthy. Responsibilities: Support Sales Team in setting up demo accounts and new customer accounts Provide 1st Level telephone or online customer support (full product and service training will be given) Create and update records in databases with customer and prospective customer data Support customers through logging of incidents and product related queries Submit timely reports and prepare presentations/proposals as assigned Assist with internal and external events (user forums, trade shows) Participate in team activities like webinars, events, team meetings Assist colleagues whenever necessary On a rota basis, provide 24/7 support to clients Requirements: Proven experience as a Customer Support Manager, Customer Support Administrator or relevant role, at least 2 years of experience Outstanding communication and interpersonal abilities Excellent organisational and leadership skills Excellent knowledge of MS Office Excellent IT Skills Knowledge of Salesforce would be an advantage Working Hours - 40 hours per week / Monday to Friday
Job Title: Customer Success Manager Job Type: Permanent, Hybrid (3 x days in the office) Location: Hertfordshire Salary: Up to 75k base salary & bonus Employer Overview Our client is an internationally recognised PropTech SaaS organisation who support organisations by using real-time data to provide informed decisions relating to workplace design and maximising working conditions. Job Description We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in our clients products and solutions. You will monitor clients through the analysis of data, networking with internal teams and providing improvements to the quality of the customer experience through product support and handling customer complaints and feedback. The customer success manager will work closely with Account Managers helping them to deliver planned growth by ensuring high levels of customer satisfaction. Key Duties and Responsibilities Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way. Establishing clear client retention goals, milestones and a plan to exceed expectations and satisfaction. Conduct agreed review calls (e.g. weekly, monthly, quarterly, annually) to ensure customers optimise the products/services, ensuring service issue resolution and that customer goals are met. Develop a risk plan for each customer, proactively identifying and evaluating risk against service delivery and taking action to avoid dissatisfaction and ultimately drive retention throughout the customer life cycle. Provide support during onboarding and training to improve adoption and usage. Reviewing client related data and metrics to ensure any issues arising from adoption, trends, features, tickets etc are all positively and efficiently dealt with. Attending support calls to discuss issues with the service desk team and client pointing out metrics, trends and solutions. Review customer complaints and concerns and seek ways to improve the customer experience. In addition you should be obtaining user feedback. Promote the value of the product and new features through demonstration. Promote and demonstrate value through the customer experience. Analyse customer data to improve the customer experience. Identify and prioritise product/service updates that reflect customer requests, industry market and competitor trends and report to key stakeholders. Provide insight and relay the voice of the customer within internal teams including Product, Sales, Marketing, Operations and Technical Support. Serve as a product ambassador, educating client stakeholders on product capabilities and benefits. Frontends solutioning communication with customers designs the solution to have onboarding team implement it, here onboarding team can then be treated as Managed Services supporting Customer Success. Conduct technical challenge/solutioning sessions once the deal is landed to ensure business objectives are achieved. New Feature, Enhancement Requests from customers should also be front ended and reported by CSM Key Skills and Experience Proven work experience (3 years +) as a Customer Success Manager or similar role (e.g. Technical Account Manager, Client Relationship Manager). Experience in a Tech and/or SaaS business working closely with the products. Track record of improving customer satisfaction through a planned and structured approach. Track record of helping enterprise clients expand their usage. Experience working with brand image and promoting value through customer experience. Exceptional ability to communicate and foster positive business relationships. Technically savvy; especially relating to mobile applications, web applications and development, systems integration and product release and support requirements. Able to learn and pick up new technology quickly and be able to appreciate and explain its value to clients. Excellent personal organisation and tracking skills to deliver high volume workload accurately and on time. Experience in managing a diverse group and training each according to company standards. Educated to degree level. Outstanding communication and presentation skills (written and verbal) to all levels of an organisation across globe. Strong facilitation skills (requirements sessions, design meetings, progress and status update meetings).
Jun 04, 2025
Full time
Job Title: Customer Success Manager Job Type: Permanent, Hybrid (3 x days in the office) Location: Hertfordshire Salary: Up to 75k base salary & bonus Employer Overview Our client is an internationally recognised PropTech SaaS organisation who support organisations by using real-time data to provide informed decisions relating to workplace design and maximising working conditions. Job Description We are looking for a technically savvy Customer Success Manager to design and deliver a comprehensive client engagement strategy with a high focus on building/maintaining service excellence through strong and credible relationships and provide ongoing support to help them to make the most and find value in our clients products and solutions. You will monitor clients through the analysis of data, networking with internal teams and providing improvements to the quality of the customer experience through product support and handling customer complaints and feedback. The customer success manager will work closely with Account Managers helping them to deliver planned growth by ensuring high levels of customer satisfaction. Key Duties and Responsibilities Build strong, long-term relationships with client stakeholders by staying in constant communication and resolving any issues in an effective and timely way. Establishing clear client retention goals, milestones and a plan to exceed expectations and satisfaction. Conduct agreed review calls (e.g. weekly, monthly, quarterly, annually) to ensure customers optimise the products/services, ensuring service issue resolution and that customer goals are met. Develop a risk plan for each customer, proactively identifying and evaluating risk against service delivery and taking action to avoid dissatisfaction and ultimately drive retention throughout the customer life cycle. Provide support during onboarding and training to improve adoption and usage. Reviewing client related data and metrics to ensure any issues arising from adoption, trends, features, tickets etc are all positively and efficiently dealt with. Attending support calls to discuss issues with the service desk team and client pointing out metrics, trends and solutions. Review customer complaints and concerns and seek ways to improve the customer experience. In addition you should be obtaining user feedback. Promote the value of the product and new features through demonstration. Promote and demonstrate value through the customer experience. Analyse customer data to improve the customer experience. Identify and prioritise product/service updates that reflect customer requests, industry market and competitor trends and report to key stakeholders. Provide insight and relay the voice of the customer within internal teams including Product, Sales, Marketing, Operations and Technical Support. Serve as a product ambassador, educating client stakeholders on product capabilities and benefits. Frontends solutioning communication with customers designs the solution to have onboarding team implement it, here onboarding team can then be treated as Managed Services supporting Customer Success. Conduct technical challenge/solutioning sessions once the deal is landed to ensure business objectives are achieved. New Feature, Enhancement Requests from customers should also be front ended and reported by CSM Key Skills and Experience Proven work experience (3 years +) as a Customer Success Manager or similar role (e.g. Technical Account Manager, Client Relationship Manager). Experience in a Tech and/or SaaS business working closely with the products. Track record of improving customer satisfaction through a planned and structured approach. Track record of helping enterprise clients expand their usage. Experience working with brand image and promoting value through customer experience. Exceptional ability to communicate and foster positive business relationships. Technically savvy; especially relating to mobile applications, web applications and development, systems integration and product release and support requirements. Able to learn and pick up new technology quickly and be able to appreciate and explain its value to clients. Excellent personal organisation and tracking skills to deliver high volume workload accurately and on time. Experience in managing a diverse group and training each according to company standards. Educated to degree level. Outstanding communication and presentation skills (written and verbal) to all levels of an organisation across globe. Strong facilitation skills (requirements sessions, design meetings, progress and status update meetings).
Business Development Representative (BDR) SaaS Insurance Solutions (Insurtech) London £40k - £50k The Company is a provider of Low Code SaaS solutions to the Insurance market, supporting Insurers, Brokers, and MGA's in the UK. As an early-stage business, they have achieved fantastic success through founder-led sales, working with some of the biggest names in the Insurance space and have grown to 25 employees. As they look to establish a high-performing sales team, they are keen to appoint a Business Development Representative (BDR) as one of the inaugural members of the newly established sales operation. Reporting directly to the CEO and Co-Founder of the business, as BDR you will play a pivotal role for the company, with responsibility for the following: Researching specific prospects in the Insurance space and identifying specific decision makers. Prospecting key target organisations through outbound initiatives, utilising all available channels - Social, Email, Telephone, Networking. Identifying needs and challenges in targeted accounts and generating interest in the proposition. Managing inbound activity, qualifying leads, and following up appropriately. Working closely with the CEO on existing pipeline, ensuring timely follow-up activity and helping to move to a close. The business is growing, and as one of the early hires in the Sales team, there will be a great deal of opportunity for progression as the company scales. You will be working in a B2B SaaS sales role currently, probably in a similar position with responsibility for prospecting and engaging with target accounts. If you offer any experience in Insurance, that would be great, but by no means essential. This is a fantastic opportunity to join an early-stage Insurtech business that is about to really take off, working very closely with the CEO.
Jun 04, 2025
Full time
Business Development Representative (BDR) SaaS Insurance Solutions (Insurtech) London £40k - £50k The Company is a provider of Low Code SaaS solutions to the Insurance market, supporting Insurers, Brokers, and MGA's in the UK. As an early-stage business, they have achieved fantastic success through founder-led sales, working with some of the biggest names in the Insurance space and have grown to 25 employees. As they look to establish a high-performing sales team, they are keen to appoint a Business Development Representative (BDR) as one of the inaugural members of the newly established sales operation. Reporting directly to the CEO and Co-Founder of the business, as BDR you will play a pivotal role for the company, with responsibility for the following: Researching specific prospects in the Insurance space and identifying specific decision makers. Prospecting key target organisations through outbound initiatives, utilising all available channels - Social, Email, Telephone, Networking. Identifying needs and challenges in targeted accounts and generating interest in the proposition. Managing inbound activity, qualifying leads, and following up appropriately. Working closely with the CEO on existing pipeline, ensuring timely follow-up activity and helping to move to a close. The business is growing, and as one of the early hires in the Sales team, there will be a great deal of opportunity for progression as the company scales. You will be working in a B2B SaaS sales role currently, probably in a similar position with responsibility for prospecting and engaging with target accounts. If you offer any experience in Insurance, that would be great, but by no means essential. This is a fantastic opportunity to join an early-stage Insurtech business that is about to really take off, working very closely with the CEO.