Senior Customer Success Manager

Summary

Join our newly formed Customer Success team as a Sr. Customer Success Manager and ensure our customers achieve long-term success with our products. You will drive customer adoption and loyalty by providing support and education. Responsibilities include building strong customer relationships, guiding new clients through onboarding, identifying and resolving issues, collaborating with other departments, and tracking key performance indicators. You will also lead customer engagement initiatives, collaborate with Product and Engineering to improve the product, and work with Sales to identify upselling opportunities. This role requires a degree in computer science or business, or relevant experience, along with 3-5 years in system implementation or change management and a minimum of 5 years in a Customer Success Manager role. The position offers competitive salary, remote work, and various benefits.

Requirements

• Degree in computer science, business or relevant experience and authorisation to work in the country of hire
• 3 -5 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers
• Minimum 3 years working in a SaaS and Enterprise software company
• Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role
• Excellent communications and interpersonal skills
• Excellent organisational, analytical and problem-solving skills
• Demonstrated client relationship, communication and presentation skills
• Ability to travel (travel between our office and client premises may be required

Responsibilities

• Build and maintain strong relationships with customers, understanding their specific needs and goals
• Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product
• Identify and address potential issues before they escalate, providing solutions and support
• Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion
• Help customers understand and realize the full value of the product and how it aligns with their goals
• Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction
• Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc
• Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers
• Work with Sales to identify opportunities to up-sell and cross-sell additional product
• Enhance customer training programs
• Support the SVP, Head of Global Customer Success in the build out of the function

Preferred Qualifications

Experience working with clients in the AML/KYC domain is preferred

Benefits

• Competitive salary DOE
• 25 days annual leave + your birthday off, rising to 30 days after 5 years of service
• Fully remote working with occasional travel
• Life assurance
• Private Family Healthcare
• Employee Assistance Programme
• Company contributions to your pension
• Enhanced maternity/paternity pay
• The latest tech including a top of the range MacBook Pro
• Offices equipped with well-stocked pantries with food, snacks and drinks when in the office