Customer Success Lead

Summary

Join Bulbshare, an exciting tech scaleup, as their Customer Success Lead! You will be the primary client contact, managing onboarding, support, and data analysis to achieve client objectives. Collaborate with internal teams to deliver projects and drive client expansion. This role requires strong client relationship management, experience with FMCG brands, and the ability to present findings strategically. Bulbshare offers a remote-first work environment, unlimited PTO, tech provision, company sick pay, and a diverse, supportive team. If you're passionate about marketing and working with big brands in the UK or South Africa, this is the perfect opportunity.

Requirements

• Educated to at least degree level or equivalent in marketing or business
• 5+ years account management, customer success, insight or research experience
• Previous experience working with FMCG companies and brands
• Good appreciation/understanding of marketing and client issues
• Self-motivated with a drive to deliver value for customers
• Ability to work independently as well as in a team

Responsibilities

• Manage existing client relationships, retention and renewal processes, ensuring we are highly organized and set up for success
• Work collaboratively with the Community and Research Teams to ensure activity is scoped and delivered on time and to a high standard
• Drive existing client expansion revenues through building strong client relationships/networks and proactively seeking-out incremental revenues (new brands, teams and markets)
• Manage new client pilot activity setting clear KPI's and defining a path for conversion to annual contract
• Instil a more commercial focus based around core metrics of retention, expansion and satisfaction and introduce greater organization and rigor (e.g. quarterly account planning and reviews)
• Support CCO and CEO with new business pitches, running Platform demos, assisting the preparation of proposal and RFI/RFP responses, joining the tail of the sales cycles for smooth transition
• Manage and track customer health KPI's
• Responsible for managing a range of fast paced research projects – across multiple international locations
• Act as main point of contact for the client on practical issues through the life of the project
• Management of project teams to meet project management and research objectives
• Write persuasive research proposals - propose and justify methodology and cost
• Preparation of presentations to a high standard requiring little or no input from senior management
• Ability to present findings to clients at a high level with strategic recommendations
• Develop and maintain positive team performance and attitude

Benefits

• Remote first company (fully remote)
• Unlimited PTO
• Tech provided
• Company sick pay
• Diverse, experienced, friendly team which will welcome you, support you and challenge you