Client Success Manager
Middlesbrough
Salary Competitive
Permanent
Our client works with retailers to provide customer journey optimisation solutions for online shoppers. They empower businesses to boost on-site engagement, personalise user experiences, and drive revenue growth. They have a great benefits package including EMI share scheme, achievable commission scheme and exclusive discounts.
The role
The Client Success Manager will be responsible for managing a portfolio of clients, driving customer satisfaction, retention and upsell opportunities. This role involves frequent face-to-face client visits, making excellent communication and interpersonal skills essential.
Key responsibilities:
- Client Relationship Management:Build and maintain strong client relationships, serve as the main contact, and conduct regular face-to-face meetings.
- Onboarding and Training:Guide new clients through onboarding, showcasing our training and support team.
- Client Retention:Identify and address client concerns to prevent churn, develop strategies for retention.
- Upsell Opportunities:Identify and pursue upsell opportunities to expand client usage of products.
- Performance Monitoring:Track client performance metrics, prepare and present reports, and provide recommendations for improvement.
The skills you’ll need
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to analyse data and provide actionable insights.
- Familiarity with CRM software and client success tools.
- Customer-focused with a passion for delivering exceptional service.
- Self-motivated and able to work independently.
- Willingness to travel frequently for client visits.
Experience
- Minimum of 3 years of experience in a client success, account management, or similar role, preferably within a SaaS company.
- Proven track record of managing and growing client accounts.
