Customer Success Manager

Our client empowers eCommerce businesses with software solutions that drive growth and improve customer experiences. We’re seeking a skilled Customer Success Manager to join us on a 1-year fixed-term contract (maternity cover). In this role, you'll ensure our clients achieve maximum value from our products. It’s a vital position focused on building strong customer relationships, reducing churn, and identifying opportunities for growth and expansion.Your RoleSeamless Handover and OnboardingCollaborate closely with Sales to ensure a seamless handover from Day 1, providing customers with a smooth transition into the onboarding phaseGuide customers through the onboarding process, ensuring they understand and effectively implement all key features and connect their channelsServe as a trusted advisor to help clients adapt our solution to meet their specific business needs from the startDrive Product Adoption and Customer EngagementCultivate a deep understanding of our product’s capabilities and educate customers on leveraging its full potentialRegularly check in by phone/video call with your Book of Business (BoB) to assess each customer’s product adoption, usage patterns, and overall satisfactionUse business acumen to identify gaps or opportunities in customers' use of the product and provide tailored recommendations for improvementReduce Churn and Foster Customer RetentionDeliver personalised account management to build deep relationships, understanding each customer’s unique needs and long-term business objectivesProactively implement churn prevention strategies by staying alert to early warning signs and addressing them with effective solutionsExecute churn-saving initiatives and leverage a consultative approach to strengthen customer relationships, fostering long-term loyaltyCollaborate Across Teams for Holistic SuccessPartner with Product, Support, and other internal teams to deliver an integrated customer experience that meets and exceeds customer expectationsCommunicate customer feedback and insights to internal teams to drive continuous improvement and innovation within our offeringsReport and Track Customer Success MetricsMethodically manage and track all customer interactions in HubSpot (CRM), maintaining visibility into your portfolio’s health and progressUse data to measure your impact on customer retention, expansion, and overall satisfaction, sharing insights to inform strategic decision-makingKnowledge, Skills, and ExperienceFluent in English (another European language is a plus)Prior experience in Customer Success, ideally in a SaaS or high-tech environment.Strong business acumen with the ability to analyse data and derive actionable insights.Exceptional verbal and written communication skills; proven ability to build trust and rapport with customers.Experience with HubSpot or similar CRM systems.A consultative mindset with the initiative to identify growth opportunities and retention strategies.Commitment to personal growth and staying current with industry trends.A collaborative, can-do attitude with a commitment to fostering excellence within the team