Client Experience Manager serving as an advocate for LightEdge clients. Developing strategies for maintaining client retention and identifying growth opportunities while collaborating with sales.
About the role
- Enterprise Customer Success Manager at Sitemate focusing on activation, retention and growth for enterprise clients. Engage with GTM leadership and the product team to drive customer success.
Responsibilities
- Take ownership of a portfolio of Enterprise customers, as their main point of contact.
- Prescribe recommendations for configuring our software for a range of use cases in the heavy industries.
- Monitor customer account health, identify customers at-risk of churn and take proactive steps to address present/upcoming risk.
- Identify opportunities to upsell our existing customer base, looping in an Account Manager as required.
- Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist.
- Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally.
- Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team.
- Help resolve support queries and escalate issues to our product team if required.
- Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy.
Requirements
- Experience in Customer Success with large clients, or some experience in another customer-facing role.
- Strong communication skills.
- Comfortable with transparency.
- Project Management skills.
- Built world experience (nice to have).
- Demonstrated top-down software implementations (nice to have).
- MS suite (Power BI, Sharepoint, Excel) and G-suite proficiency.
Benefits
- You will be remunerated based on your performance. If you are performing well, you won’t need to wait 3 years or have to find better offers elsewhere to receive an increase to your remuneration. 7 out of the last 10 remuneration increases for Sitemate team members have been made pro-actively by management, without the individual needing to even raise the topic of remuneration.
- You will get a laptop and a budget to set up your home office.
- You will have visibility into the standardised career development plan for your role, and access to a professional learning and development budget.
- You will get additional benefits and support as parents - with paid leave for both primary (min. 16 weeks) and secondary carers (min. 6 weeks) including adoption, as well as support and leave for the tragic circumstances of stillbirth or miscarriage.
- You will have 20 days PTO, as well as paid compassionate & bereavement leave, sick & carer’s leave, and the ability to work from anywhere for a few weeks per year.
- You will get equity options and ownership in Sitemate on a standard vesting schedule.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
CRM Campaign Manager managing email, SMS, and WhatsApp campaigns for UK's leading roof tent brand TentBox. Focused on driving engagement, traffic, and revenue through advanced segmentation and performance optimization.
Customer Success Manager ensuring commercial customers achieve measurable success with Iru's AI - powered platform. Leading onboarding and customer engagement in a hybrid role.
Customer Success Manager ensuring commercial clients succeed with Iru's AI - powered security platform. Driving adoption, retention, and expansion in a high - volume customer portfolio across EMEA.
Customer Success Manager responsible for driving success with commercial customers on Iru's AI platform. Hybrid role collaborating with a performance - driven team in a fast - paced environment.
Customer Success Manager managing enterprise accounts for AI - powered IT platform. Building relationships, driving product adoption and identifying expansion opportunities with strategic customers.
Customer Success Manager empowering public sector clients through consultancy and training. Building strong client relationships and enhancing operational efficiencies with software solutions.
Strategic Partner Success Manager at Insurify, handling mid - size acquisition partners and driving performance marketing. Collaborating with cross - functional teams and optimizing conversion funnels.
Client Success Associate managing relationships with a range of clients at Gartner. Ensuring successful utilization of services, facilitating engagement, and collaborating with internal teams.
Senior CRM Manager overseeing CRM as a growth lever for a fast - growth DTC brand. Focused on retention, loyalty, and customer relationship building, working hybrid in Cheltenham.