Customer Success Manager UK London, England
Job description
Soldo is here to change the way businesses spend - giving customers their time back. Our platform streamlines everything, from payments to reconciliation and our smart company cards and apps make spending simple.
We’re one of Europe’s fastest growing fintech companies and are proud to be in the 2022 Deloitte UK Technology Fast 50 list. Operating in the UK, Italy, Ireland and France, we’re over 350 employees (from 26 nationalities) strong.
We’re a place where anyone can thrive. We’re all about doing the right things for the right reasons, high standards, ambition, drive and focus.
What’s in it for you
· Competitive salary
· Private healthcare for you and your family
· Pension scheme
· Flexible working options including working from home or one of our offices
· 60 days’ work anywhere, even outside the UK if you want
· 25 days off a year, plus public holidays as well as Christmas Eve and New Years' Eve, 2 volunteering days and an extra day off on your birthday
· Genuine career development opportunities, including our mentoring scheme, your own annual £500 learning budget
· Employee Assistance Programme and wellbeing portal
The Role
You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy
We're looking for someone who must have:
· Renewals : Leads the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively works on at-risk accounts by collaborating with internal teams to mitigate churn
· Commitment to Results : Collaborates with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics: Personal Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy
· Outcome-based Customer Success : Owns and manages a renewal book of business and as their strategic advisor, guides them to success on their social journey.
· Relationship building : Builds and maintains strong relationships with customers in your assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction
· Driving Adoption : Actively monitor account adoption throughout the length of the relationship, and ensures high uptake of Soldo and partner products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
· Demonstrable experience in customer-facing / account management roles, preferably in the technology (SaaS) industry, or equivalent years of relevant industry work experience
It would be nice if you have:
· Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
· Experience managing a book of business with record of successful forecasting & quota attainment
· Strong communication, presentation, and active listening skills
· Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
· Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
