Customer Success Manager (UK & Europe)

What You’ll Do

• Establish Customer Success Practices - Our customers are central to our business and so we are looking for a superstar who will be responsible for creating and maintaining relationships with our customers, from onboarding and training to successful adoption of the product and providing valuable support throughout their journey with Infogrid.
• Be an Advocate - One of your main responsibilities will be to build trusted relationships with our customers, being the customers first point of contact - their advocate and champion. You will make sure they are getting maximum value from Infogrid, every step of the way.
• Building Strong Relationships - Having one to one contact with our customers, you have the opportunity to transform customer engagement, ensuring results for customers early on in their journey with Infogrid, ensuring the best ROI they can achieve from the offset.
• Problem Solve and Proactive Planning - You will work with customers to resolve any technicalities which may arise, with implementation or user experience, working with the product team to smooth out any areas of difficulty along the way.
• Follow Up On Renewals - Create loyal, repeat customers by educating and empowering them to gain the most from their account. You will be responsible for the renewal of the clients contracts throughout the course of the year. Keep track of customer renewal dates and follow up with customers to renew their contracts.
• Be The Voice Of The Customer - Working directly with the customer, you will be in charge of reporting the needs and requests, you will see this first hand and will be required to feed information to different areas of the business. This includes the commercial and product teams, escalating issues and making them aware of any further improvements that can be made.
• Knowledge is a powerful tool - You will develop and maintain documents to guide our customers through their journey, providing insight and helpful tools to let them get the most from their experience.

What you'll need to be successful

• Ideally ~2 years’ hands-on experience in Customer Success, Account Management, Business Development or another client-facing role.
• Experience working in a start-up or scale-up and comfort with evolving processes that come with this environment.
• Demonstrable experience in proactive customer engagement and seeking expansion opportunities.
• A passion for technology and wanting to be a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g Sales, Product, Marketing, Operations).

Why we think you'll love it here

• Huge responsibility and fascinating challenges – you’ll be joining us at an exciting time in our journey, with plenty of autonomy and room to develop the role.
• As we grow, you grow.
• Flexibility and remote working options, or from our new office in Holborn.
• Joining a small collaborative, team of ‘can-do’ brilliant people who’ll be dedicated to your personal development – and are just fun to be around.
• Ability to shape the future of the company.
• Great exposure to exciting personal development.
• An enthusiastic and passionate team that is building something great!