Customer Success Manager
We are looking for a candidate who excels in meeting customer engagement KPIs, leading post-sales activities, and aligning Summize’s value with customer goals. You will build strong relationships, advocate for customers and share best practices to help customers maximize their use of Summize.
Location
Manchester
Job type
Permanent
Why we're different
High growth environment
3 years of 100% yoy ARR growth.
Opportunities
Big opportunities for career progression and experiencing a global scale-up journey.
Our GROW values
Culture centred on growth and personal development.
The role
We are looking for a candidate who excels in meeting customer engagement KPIs, leading post-sales activities, and aligning Summize’s value with customer goals.
You will build strong relationships, advocate for customers, conduct surveys, ensure a consistent experience, coordinate responses to inquiries, maintain a CRM, and share best practices to help customers maximise their use of Summize.
"At Summize, our Customer Success and Implementation team is dedicated to ensuring our customers thrive with our solution, delivering personalised support every step of the way."
Ell Powles
Head of Customer Success & Implementation
Key responsibilities:
- Meeting or exceeding KPIs that measure your engagement and impact with customers. You will track and report on metrics such as retention rate, churn rate, net promoter score, upsell and cross-sell opportunities, etc.
- Leading the post-sales client lifecycle, from onboarding to renewal and expansion. You will design and implement customer success plans, conduct regular milestone reviews, identify risks and opportunities, and proactively manage customer expectations.
- Achieving customer desired outcomes by understanding their needs, challenges and goals. You will consult with customers on how to best use Summize to solve their problems, provide product training and guidance, and align Summize's value proposition with customer's objectives.
- Customer advocacy, building strong relationships and promoting Summize within the customer's organization. Be the voice of the customer internally, communicating customer feedback and generate customer case studies and references, as well as encouraging customer participation in the Summize Slack community (CLM Circle).
- Conduct C-SAT surveys, NPS surveys and hosting voice of the customer (VOC) forums to better understand and improve the customer health and sentiment.
- Centralised point of contact between customer and internal stakeholders. You will ensure a seamless and consistent customer experience across all touchpoints, escalate issues as needed, and collaborate with other teams to deliver solutions that meet customer needs.
- Coordinating responses to customer inquiries, issues and requests in a timely and professional manner. You will use various tools and channels to communicate with customers. You will also document all customer interactions and update customer records in our CRM system.
- Sharing best practice and supporting material to help customers get the most out of Summize. You will create and maintain a knowledge base of FAQs, tutorials, tips and tricks, etc. You will also organise webinars, workshops, events and other educational activities for customers.
What we’re looking for:
- 1-3 years previous experience in a Customer Success or Account Management role, with commercial KPIs such as upsell or growth targets.
- Undergraduate degree (e.g. bachelor’s degree) in a relevant subject such as Law, Business, Finance etc (desirable).
- Experience in B2B, SaaS or Tech.
- Solid understanding of complex business concepts and processes.
- Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services.
- Excellent verbal/written communication and presentation skills.
- Ability to work both independently and within a team environment, with focus and high attention to detail.
"The Customer Success Team fosters a culture of knowledge sharing and collaboration, empowering one another to continuously improve and grow. Together, we are committed to not only driving success for our customers but also elevating each other every day."
Ell Powles
Head of Customer Success & Implementation
What we offer:
- 26 days holiday plus flexible bank holidays (increasing by one holiday for each year of service, up to a maximum of 30 days)
- Healthcare cash plan with Simply Health
- Access to several health care services, including free 24/7 Virtual GP service
- Cycle to Work and Tech Scheme
- Access to discounts on things like travel, electronics, fashion, fitness and more
- Rich learning and development opportunities supported through Udemy Business
- City centre offices with fantastic perks, fully stocked fridge providing soft drinks and complimentary breakfast
- Work from anywhere after one year of employment
- Employee share option scheme
- Regular social activities and events
- Opportunity to be a part of one of Manchester’s hottest tech scale ups
Apply for the role today!
Send your CV and cover letter by clicking the button below.
We understand the value of having a diversity of identities, backgrounds and thinking within our company so we’re open to hearing from applicants who don’t yet tick all the boxes. If that’s you, please accompany your application with short summary explaining how you’d close the gap on the skills you don’t yet have.
We understand the value of having a diversity of identities, backgrounds and thinking within our company so we’re open to hearing from applicants who don’t yet tick all the boxes. If that’s you, please accompany your application with short summary explaining how you’d close the gap on the skills you don’t yet have.