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Customer Success Manager

Future Anthem

Future Anthem

Posted on Tuesday, April 25, 2023


  • Own the overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
  • Establish a trusted and strategic partner relationship to help drive the continued value of our products and services.
  • Maintain and develop customer success strategies and best practices, as well as customer support content.
  • Communicate effectively with internal and external senior-level management to understand customer needs, maximise retention and growth, and communicate learnings.
  • Identify, lead, and action cross-sell and up-sell opportunities within the customer base.
  • Maintain existing customer success metrics and data as directed.
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
  • Facilitate interaction and workflow between data and commercial teams to ensure timely deliverables.
  • Collaborate, problem-solve, and strategise upcoming client meetings with team members.
  • Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement.
  • Work with the wider sales and marketing teams to drill customer references and develop case studies.

About You

  • Experience working within Customer Success or related customer-facing teams in the technology, SaaS and/or gaming sector.
  • General experience in sales or account management.
  • Can grow a team and function.
  • Flexible in approach.
  • Excellent communicator with the ability to build relationships with multiple stakeholders.
  • Previous start-up experience is desirable.
  • Strong verbal and written communication, strategic planning, and project management skills.
  • Gregarious and energetic, enjoying working with and networking with customers.
  • The analytical and process-oriented mindset with an affinity to data and measuring value.
  • Comfortable working across multiple departments in a deadline-driven environment, leading customer-orientated initiatives.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Bachelor’s degree.
  • Knowledge of HubSpot and Azure DevOps is an advantage.

Location: London or within reasonable travel distance.

Type: Permanent/ FTE