Responsibilities

• 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