Customer Success Manager

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Who are we & what we do

Pole Star Group is a leading Enterprise Asset Management (EAM) solutions provider dedicated to enhancing safety, efficiency, and operational excellence across critical sectors such as Railways, Highways, and Healthcare. Our comprehensive suite of solutions, including Systems, Inspections, and Maintenance, empowers organisations to optimise asset performance and ensure the highest safety and reliability standards.

Our Values:

At Pole Star Group, we believe in a culture defined by our core values:

• People 1st : We believe that our employees are our greatest asset. We foster a supportive and inclusive environment where everyone can thrive and contribute their best. By investing in our people, we ensure exceptional service and value for our customers.
• Customer Obsession : Our customers are at the heart of everything we do. We strive to exceed their expectations through innovative solutions, exceptional service, and a relentless focus on their needs and satisfaction.
• Disruptive Innovation : We embrace change and encourage creativity. We are not afraid to challenge the status quo and pursue bold ideas that drive progress and set us apart from the competition.
• Integrity : We conduct our business with the highest levels of honesty and transparency. We are committed to ethical practices and building trust with our employees, customers, and partners.
• Excellence : We aim for excellence in all our endeavours. We set high standards, continuously improve, and celebrate our successes while learning from our challenges.
• Have Fun : We believe that balancing hard work and fun is key to success. We foster a dynamic and enjoyable work environment where teamwork, enthusiasm, and a sense of adventure are encouraged.

The Role

As a key member of the Customer Success team, you will be responsible for nurturing relationships with assigned accounts and ensuring customers realise the value of the solution as quickly as possible. You'll oversee both customer success and support functions, ensuring customers have a seamless experience from on boarding to ongoing support. Your role will involve identifying opportunities for value-added services to contribute to the company's revenue growth through renewals and up sells.

On a day-to-day basis, you will create and execute strategic account plans, provide training, mentoring, and ongoing support to customers, and manage a team of customer support specialists. You will be apart of our growth team at Pole Star Group working collaboratively with sales, marketing and solutions engineering. You'll work closely with the Chief Growth Officer to continuously enhance the customer journey and satisfaction.

Key Responsibilities

• Proactively engage with customers to understand their goals, challenges, and expectations.
• Serve as the primary point of contact, providing guidance, support, and timely responses.
• Conduct business reviews to assess customer satisfaction and identify areas for improvement.
• Develop and implement customer success strategies to promote successful adoption and usage of our software.
• Monitor customer metrics (e.g., usage, satisfaction, and retention rates) to ensure strong performance.
• Identify and address potential risks to customer success proactively.
• Work closely with sales, marketing, and product teams to align customer success and support with company objectives.
• Manage the customer support team, ensuring prompt and effective issue resolution and excellent customer service.
• Provide feedback to stakeholders for continuous improvement of products and services.
• Collaborate with implementation teams to ensure smooth on boarding.
• Act as an advocate for customers, ensuring their voices are heard and their needs met.
• Manage escalations and customer complaints with empathy and professionalism.
• Ensure customer support team members have the training and resources needed to deliver top-tier service.
• Establish and monitor performance metrics for the support team to drive continuous improvement.
• Utilise analytics tools to review customer usage patterns and behaviour.
• Identify up sell and cross-sell opportunities based on data-driven insights.
• Prepare reports on customer success and support metrics to share insights with internal and external stakeholders.

Essentials we are looking for...

• Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
• Proven experience in customer success, account management, or customer support roles within the Asset Management industry.
• Strong understanding of Software/SaaS products and business models.
• Excellent communication and relationship-building skills.
• Ability to analyse data, identify trends, and make data-driven decisions.
• Demonstrated problem-solving and conflict resolution abilities.
• Strong organisational skills and ability to manage multiple accounts and oversee a support team.
• Technical proficiency and ability to quickly learn new software and technologies.
• Self-motivated, proactive, and results-oriented mindset.
• Ability to work effectively both independently and as part of a team.

Stuff we'd love, but isn't essential...

• Familiarity with platforms like Salesforce, Gainsight, or HubSpot to efficiently manage accounts and customer interactions.
• Ability to create custom reports and interpret data to provide actionable insights to customers and internal teams.
• Knowledge of frameworks such as Agile or Scrum to help manage account and support projects effectively.
• Knowledge of industry-specific regulations. Especially useful if your customers are in highly regulated sectors like healthcare, railways, or transport.
• Basic technical skills or coding knowledge.
• Experience in a high-growth start-up or fast-paced environment.
• Ability to lead customer workshops or training sessions confidently and engagingly.
• Experience working in a remote environment.
• A level of travel will be required.

Why Join us...

• Be part of a dynamic team that values innovation, collaboration, and personal growth.
• Enjoy a supportive work environment with opportunities for professional development.
• Contribute to meaningful projects that enhance safety and efficiency in critical sectors.
• Participate in a culture that prioritises work-life balance and fun.
• A level of travel will be required.

Benefits

• 25 Days Holiday (plus Christmas shutdown)
• Benefits Package and Pension
• Hybrid Working (we are currently remote first moving to hybrid working - London Based)
• Flexible working hours
• Home Office Equipment (Desk, Chair, Laptop, Mobile devices (As required))

We regret only successful candidates will be contacted.