CSM Team Lead London, England
Job description
UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling-up with 140+ employees across our offices in London, New York, Paris (HQ), Singapore, and Berlin; with 25+ in London.
Your responsibilities
We’re looking for a leader who loves developing and empowering people to achieve their best and drives the overall success of the CSM team by delighting clients and boosting client outcomes at key accounts and across our portfolio.
As the CSM Team Lead, you will work directly with some of our largest and most strategic clients, as well as coach and grow a highly performing Customer Success team to boost client value, usage, and satisfaction in key accounts and across our client portfolio.
Leadership & Management
- Recruit, coach and empower Customer Success Managers
- Foster a positive team culture and participate in team development including onboarding, career development and performance management
- Establish clear retention goals and process milestones for the client and the team to work towards
- Collaborate with Sales, Product and Operations to achieve retention goals
Delivery
- Own and drive the overall achievement of your team book of business KPIs
- Strategically plan the management of the accounts with each member of the team
- Manage a portfolio of internal and client projects
- Follow-up on processes (e.g. team KPI monitoring tools)
- Improve the implementation of tools, methods, and processes and ensure they are used
- Organise the delivery team's schedules (e.g. assign clients and projects, plan ahead, handle changes)
- Oversee escalations for assigned accounts
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Monitor the progress of each project or CSM initiative:
- Participate in follow-up meetings with clients and track production and sign-off on deliverables
- Foresee risks in projects/initiatives and be prepared to mitigate these risks
- Track margins, active ARR, deliverables, invoicing milestones and change requests
Your profile
You are a great fit if you have:
- A strong CSM track record in enterprise SaaS
- Experience managing a team with a proactive-spirit
- A client-centric mindset as you consider their long and short-term needs
- Experience handling customer escalations
- Ability to build and maintain relationships internally and with customers
- Excellent written and verbal communication skills
- Interest in leveraging data, analytics and automation to drive ROI
We’d love it if:
- You are proficient in Microsoft Office, especially PowerPoint
- You have previous client-side experience in financial services
- You are able to switch contexts quickly and easily, and skilled in managing multiple priorities at the same time
✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.
What we offer
Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!
✅ General: Health insurance (with matched contributions up to 5% after one year)
Beautiful office: An inspiring eighth-floor corner office near Liverpool Street with beautiful common areas and meeting rooms, a balcony with a view, bike storage and showers, tea/coffee, etc
Remote work: Minimum of two days a week required in the office, flexible working hours policy, and €500 WFH equipment budget
- ️ Wellness package: £45 per month for physical and mental wellness activities
✈ Holidays: 25 days plus public holidays & a half-day of additional holiday per year of full service (up to five additional days)
Parental leave: 14/4 weeks paid parental leave for the birthing/non-birthing parent and help for parents of children under seven
Training & professional development: High-quality programs and continuous training
International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries
Company events: Office socials and international company events
Compensation: Competitive package
More about UpSlide
- On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
- You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
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UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
More info here: upslide.net/en/positive-impact -
UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work”
More info here: upslide.net/en/happy-at-work-2019
