Customer Success Manager - UK | Hybrid

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description
Job Summary:

As a Customer Success Manager (CSM), you will be responsible for nurturing strong relationships with our clients and ensuring their success with Evercam's technology solutions. You will serve as the central point of contact for clients, managing project and account-level relationships, and driving product adoption and usage. Your primary objectives will include project management, client communication, identifying expansion opportunities, and facilitating continuous improvement through feedback loops.

Duties and Responsibilities:

• Own Account Level Relationships - Manage the successful delegation, execution, and communication of all service, product, sales, and billing tasks related to assigned clients/projects. Serve as the central point of contact for the customer, handling cross-functional coordination (Sales, Ops, Product, Finance, Support).
• Project Implementations - Efficiently handle onboarding and training of new users, ensuring seamless adoption of Evercam's technology. Integrate Evercam into user workflows and provide on-site training to maximise system utilisation.
• Project Product Adoption - Drive product adoption and usage by providing guidance and support to clients. Regularly monitor usage reports and ensure clients maximise the value of Evercam's technology.
• Client Update Communications - Provide regular updates to clients on product enhancements, new features, and industry trends. Communicate customer feedback and requirements to the product teams for continuous improvement.
• Identify Expansion Opportunities - Identify opportunities for upselling, cross-selling, and expansion within existing accounts. Work closely with the sales team to drive revenue growth.
• Proof of Value Reporting - Track metrics and figures to measure the success of client adoption and value generated. Plan and initiate actions to improve client success metrics.
• Continuing Success - Respond to client requests and ensure their success in using Evercam's system. Continuously improve operational processes to enhance customer satisfaction.

Requirements

• CRM / Zoho experience
• Data-driven in decision-making
• Proven experience of building and leading a proactive CS team from the ground up
• 2 years of construction experience
• 3 years of customer-facing experience
• Cross-departmental management experience
• Lead by example and drive Evercam's cultural values
• Proven ability to influence cross-functional teams
• Build and nurture cross-departmental relationships
• Strong interpersonal skills / internal communication
• More importantly, be the voice and eyes of the company's mission, vision and values
• Valid Full UK Drivers Licence is a must

Benefits

• Pension scheme
• Private health insurance
• 25 days of paid time off
• Cycle to Work
• UK public holidays
• Equipment allowance