Customer Success Manager

We are looking for an experienced, energetic, and positive Customer Success Manager to own and manage a significant book of clients. You will have great interpersonal skills as well as a strong bias towards excellent client service and business acumen. You will be analytical and have great organisational and multitasking skills, and have the ability to provide great service to a large number of accounts. You will have experience in customer success, account management, or customer service in a SaaS-based business. Youre a positive individual, self-motivated with a can-do attitude. 

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
Manage a portfolio of accounts with a focus on renewals and upsells conversations
Work closely with our customers with the drive to help them change their workplace and achieve their business goals
Become a trusted advisor and ambassador of change in our customers workplace.
Become the customer advocate , collaborating with our Product, Development, Marketing and Sales teams
Protect existing revenue streams, identify opportunities and risks.
Assess client health and develop strategies to mitigate churn
Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy