Customer Success Manager

Overview:

We are seeking a Customer Success Manager to join our growing team!

Position Overview

Responsible for ensuring customers renew their relationship with the business through their contract, working in partnership with Customer Success Managers to meet net retention goals and create additional revenue opportunity through upsell and cross-sell. In turn, supported by their assigned Retentions Administrator, will ensure customer records and contracts are well maintained while providing necessary insight into their upcoming renewal targets.

Responsibilities & Qualifications:

A Day in the Life

Meet targets via effective use of value selling and other tools to redress detractors and discounting
Confidently negotiate new terms and pricing
Maintain an excellent awareness of customer needs, goals, and general market trends
Manage the workflow of the Retentions Administrator to assist with relevant administrative duties
Work collaboratively across business functions to leverage product or technical expertise to solve customer issues if they are a barrier to renewal
Upsell or create cross-sell opportunities for existing customers by proposing solutions that meet their objectives at the point of renewal
Reduce churn and drive new business growth through greater advocacy and reference ability
Monitor personal benchmarks and KPIs to agreed expectations
Follow process and workflow to ensure accurate records are maintained
Be a known and reliable point of contact for a given portfolio
Self-motivated, goal-oriented, and driven to succeed
Work with management and CSMs to accomplish agreed goals
Attend product trainings and conferences

We are looking for someone who brings

Requires 4 years of experience in a related area as an individual contributor, at least 1 year in a comparable role
Ideally 1 or more years of education sector experience, preferably within a SaaS business
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Demonstrate ability to learn and understand proprietary software applications.
Enthusiastic and engaged verbal and written communication, organisation and follow up skills
Excellent relationship building skills and ability to work both individually and as a member of a team
Proven ability to handle multiple task with minimal supervision
Ability to work effectively within a fast-paced, deadline-driven environment
Total Rewards:

About Us

Community Brands - leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Full personal membership to our private healthcare, AXA PPP
25 days of holiday, plus the bank holidays
Generous paid sick leave
Enhanced paid parental leave
Membership to our Death in Service Insurance scheme which provides 4x your salary to your loved ones
Generous salary sacrifice pension scheme

Community Brands are an equal opportunity employer, committed to being a successful, caring and welcoming place for all employees. We want to create a supportive and inclusive environment where our employees can reach their full potential, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people's backgrounds and circumstances will be positively valued.

We therefore treat everyone on the basis of their talent and cultural capability, and nothing else.

The policy aims to achieve equality by removing any potential discrimination in the way that our employees are treated by fellow employees or Community Brands, including:

people with disabilities
people of different sexual orientations
transgender, non-binary, and gender non-conforming people
people of different races
people on the grounds of their gender
those of faith and of no faith
in relation to their age
in relation to their social class or medical condition
people who work part-time
those who are married or in a civil partnership
people who are pregnant, have recently given birth or are breastfeeding.

Discrimination can be either direct or indirect discrimination. Some of the above are protected characteristics under the Equality Act 2010 and discrimination is prohibited, unless there is a legal exception under the Equality Act.

All persons hired will be required to:

verify their identity,
verify they are eligible to work, without sponsorship, in the country they are to be employed in, and
complete any required employment eligibility verification form upon hire.