Customer Success Manager
The Opportunity
We are looking for top talent to join our growing team to be based in our London office; someone with a standout personality, customer-centric and high levels of integrity. The Customer Success team has the ultimate responsibility to safeguard the relationships with our customers and ensure they are achieving the outcomes they want from Featurespace. This is a role which requires tight co-ordination and time management working with every team in the business to provide comprehensive services, products and solutions to a customer.
Reporting to the Global VP of Customer Success the successful candidate will work alongside the wider commercial and operational teams with the primary role of ensuring that our customers are getting the highest level of benefit from their investment in Featurespace. In parallel, you will ensure the Featurespace business is seen as the go to solution provider and a safe pair of hands for all fraud and risk related solutions inside our customers.
Our Customer Success Managers deliver a comprehensive customer-centric program designed to surprise and delight our customers. At Featurespace Customer Success Managers are expected to manage customer expectations by being transparent and proactive and drive through opportunities for advocacy wherever possible. While expanding the revenue investment of a customer is part of the role, this should result from working closely with customers and truly understanding their needs.
Day to Day
Tier 1 accounts – A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.
- Play a supporting role to the Customer Success Director, helping with SOW and contractual scoping. Coordination of business reviews and internal steering committees. Weekly operational calls and escalations. General liaison at the operational level of the account
Tier 2 accounts
- Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
- Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
- Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
- Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
- Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
- Create and execute strategic account plans for assigned accounts to deliver agreed targets and KPIs
- Working with marketing, generate customer advocacy and contribute to customer events when required
- Manage customer escalations and proactively identify future potential roadblocks to minimise risk
- Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team