Customer Success Manager

Summary

Join Ceros as a Customer Success Manager and become a trusted advisor to major clients across various industries. You will be responsible for onboarding new customers, driving adoption and retention, identifying expansion opportunities, and ensuring ongoing satisfaction. This remote-first role within the UK requires strong client relationship skills, experience in SaaS, and the ability to navigate complex situations. You will collaborate with internal teams and external partners to achieve client success and contribute to high renewal rates. Ceros offers a comprehensive benefits package including stock options, flexible time off, paid sick days, wellness initiatives, and more.

Requirements

• 1+ years of quota-holding customer success/account management experience in a SaaS business environment
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (1-2 years)
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client experiences
• Demonstrates high degree of organization and proficiency leveraging internal systems
• Excellent communication skills and confidence to build relationships at all levels
• Willingness to travel to in person meetings. (Expensed)

Responsibilities

• Strengthen client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
• Assess customer health and provide monthly check-ins to provide ongoing value
• Serve as a client advocate aiming to drive strong renewal rates, reduce churn, and generate expansion opportunities through price increases and/or inclusion of new teams to Ceros
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and goals
• Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met
• Develop and execute strategic plans for internal stakeholders as well as quarterly business reviews
• Bring value to clients beyond the technology through event promotion and sharing content program best practices
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption
• Renew customers at a 90% or higher ratio

Preferred Qualifications

A second language is an advantage

Benefits

• Stock options
• Flexible time off
• Paid Sick days
• Wellness Fridays (Flexible working hours)
• Stipend for your home office setup
• Excellent gear (Macbook Pro, external monitor, etc.)
• Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another
• Unlimited access to co-working spaces around the globe