Customer Success Manager

Summary

Join Bulbshare, an exciting tech scaleup, as a Customer Success Manager and make a significant impact on cutting-edge projects. You will be the main point of contact for clients, managing relationships, onboarding, and supporting them daily. This role involves collaborating with internal teams, driving client expansion, managing new client pilots, and instilling a commercial focus. You will also support the CCO and CEO in new business pitches and act as the primary client contact for practical issues. Bulbshare offers a remote-first work environment, company sick pay, and a diverse, supportive team.

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
• Natural ability to build relationships and rapport with both external and internal stakeholders
• 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
• Excellent communication skills and command of English, both written and spoken
• Ability to work under pressure and to meet tight deadlines
• Ability to plan, multitask and drive solutions around related aspects of your role
• Excellent analytical skills

Responsibilities

• Manage existing client relationships, retention and renewal processes, ensuring we are highly organised 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 organisation and rigour (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
• Act as main point of contact for the client on practical issues through the life of the client partnership/relationship
• Management of project teams to meet project management and research objectives
• Develop and maintain positive team performance and attitude

Benefits

• Remote first company (fully remote)
• Tech provided
• Company sick pay