Customer Success Partner (Key Account Manager)
Location: hybrid (regular visits to the office in Exeter or London)
Salary: up to £75k
As a Senior Customer Success Partner, you will manage a portfolio of enterprise customers, driving business value from onboarding through to renewal. You will be hands-on managing the day-to-day account to optimise adoption, alongside developing strategies and monitoring customer health to ensure success and retention. As a trusted advisor, you will build strategic relationships with decision makers and end users that build customer advocacy and ensures success, retention and growth. In this role you will play a key role in our small but growing customer success function contributing to the development of the customer success function and growth of the business.
Responsibilities:
- Account Management: hands-on management of a portfolio of enterprise customers, with a focus on driving business value from onboarding through to renewal
- Solutioning & problem solving: troubleshoot issues, guide & train customers, identify process improvements and product requirements
- Managing customer health: Proactively monitor customer health, identify and mitigate potential risks to customer success and retention
- Building strategic relationships: build trusted relationships with decision makers, influencers and users, sharing market insights and building customer advocacy
- Strategy & growth: develop and execute strategic account plans, identify opportunities for growth and expansion aligned to business growth targets
- Continuous improvement: Support projects and contribute to helping to build our customer success function with a focus on scalability and continuous improvement
Required experience and skills:
- background in HR
- Strategic account management: Proven track record in building and maintaining strategic relationships with enterprise customers in a B2B SaaS environment
- HR domain expertise: Hands-on knowledge of HR domains such as Compensation & Reward, Organisational Development, Learning & Development and Recruitment
- Tech Savvy: an interest in how HR technology and machine learning can support HR processes, together with experience of using various Enterprise HR technologies
- Great problem solving skills: the ability to understand complex problems and translate customer needs into actionable strategies.
- Excellent relationship management skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
- Excellent communication skills: comfortable delivering presentations and writing communications to senior leaders
To be successful working with us you will be “Start-up ready”. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and comfortable with ambiguity.