​Our client is a leader in the travel technology (Travel Software Company) and is looking for a Customer Success Manager to work in their offices based in Surrey with expertise in SaaS-style applications, tech business background etc. They require strategic and proactive Customer Success Manager to be at the heart of the operation and deliver the customer service, onboarding, customer journey and account management functions.

Place of Work: Hybrid – 2 days in office

Aim of the Role:

·       Own the relationship with the client base, including onboarding, revenue generation, training, adoption, retention and satisfaction

·       Define and maintain customer-success metrics and data

·       Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the product and development teams

·       Communicate effectively with both internal and external senior managers to better understand customer needs and to maximise usage

KPIs

·       Customer revenue

·       Time to first transaction

·       Customer satisfaction metrics

Role Profile:

·       Implement an account communication plan.

·       Relentlessly review and iterate topics that could/should be systemised

·       Establish and track customer satisfaction metrics

·       Work with sales and marketing to boost customer referrals and develop case studies

·       Holds the business accountable to their support and development SLAs

·       Deliver insightful and instructive management reporting

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Key Skills, Experience and Capabilities

Essential

·       Significant experience in a customer success role within a tech business or environment

·       Proven track record of working with a customer-base and improving outcomes

·       Analytical, team player, positive and persistent

·       Technology acumen

Desirable

·       Travel background

·       Travel technology background