Customer Success Manager London, England
Job description
UpSlide is the number one productivity solution provider for financial services. Our software enables leading firms like Citi, KPMG, and BNP Paribas to automate repetitive work in Microsoft Office and focus on value-generating work instead. We’re scaling up our global business with 140+ employees across offices in London, New York, Paris (HQ), Singapore, and Berlin.
Your responsibilities
We’re looking for a dynamic Customer Success Manager who loves building strong business relationships by delighting clients and boosting client outcomes at key accounts and across our portfolio. You will be a core member of the established UK team and you will be a technology and use case specialist, demonstrating a deep understanding of the UpSlide customer journey from implementation to adoption and expansion.
Client satisfaction
- Master and enrich our client knowledge
- Establish clear retention goals and process milestones for the client and collaborators to work toward
- Maintain a detailed understanding of products and services, assist clients with questions and proactively suggest the best products for their needs
- Lead business reviews and introduce your client to new features relevant to their use case
- Organize webinars to train your clients on specific features
- Assist in creating training courses and educational materials for our clients
- Promote an energetic fan base for our product and locate brand ambassadors to share UpSlide’s benefits and value
- Work closely with the Sales teams to identify opportunities
- Lead workshops with our Product team to represent your clients’ voice
Data analysis & innovation
- Analyze your clients’ usage statistics to boost usage
- Collect and process customer feedback
- Optimize existing processes within the company and actively enhance customer success initiatives
- Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
- Organize events to promote UpSlide
You are a great fit if you have:
- At least 1 year of proven experience in mid-tier and enterprise B2B relationship management
- Technical aptitude, strong problem-solving abilities, and analytical skills
- Ability to build and maintain relationships internally and with clients
- Excellent written and verbal communication skills
- Interest in leveraging data, analytics and automation to drive ROI
- Strong team player mind, always looking for ways to contribute but also manages well independently
- Proficiency in Microsoft Office (Excel, Word and PowerPoint)
- An eye for detail
We’d love it if:
- You have SaaS experience
- You have previous client-side experience in financial services
- You can switch contexts quickly and easily, and are skilled in managing multiple priorities at the same time
- You can speak another language (French, German, etc.)
- You have strong project management skills to manage an exciting portfolio of clients
- You have Power BI experience
✨ 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)!
Hybrid work: Beautiful offices. Flexible 2-3days/week hybrid work policy and a €500 WFH equipment budget
- ️ Wellness package: €50 per month for physical and mental wellness activities
Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven
Training & professional development: Internal training and development programs, supplemented by an annual stipend for external learning resources
International environment: Collaboration with five international offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries
Company events: Weekly office socials plus annual local and international company seminars
Compensation: Competitive package including base salary, individual bonus, and annual business unit bonus
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
