Customer Success Manager (UK

About the role

Join Kustomer as a Customer Success Manager in the UK, where you will be instrumental in ensuring our clients maximize the value they receive from our conversational CRM platform. You will be the primary point of contact for our customers, guiding them from onboarding through to ongoing success and growth.

Key facts

What you'll do

• Oversee the entire post-sale customer journey, from initial implementation to fostering strong executive relationships and conducting strategic business reviews.
• Drive deep product adoption by understanding user workflows and identifying opportunities to enhance efficiency and outcomes through our AI capabilities.
• Align customer business objectives with Kustomer's platform features and AI tools, ensuring measurable results.
• Serve as the internal advocate for your customers, channeling feedback to the Product team and coordinating with internal stakeholders to address needs.
• Partner with Technical Account Managers to facilitate the adoption of new features, particularly those involving AI for personalization and efficiency.
• Cultivate customer advocacy and expand our network of referenceable clients.

Requirements

• Hold a Bachelor's degree or possess equivalent professional experience.
• Have a minimum of 5 years in Customer Success or Account Management roles within a technical SaaS environment.
• Demonstrate solid knowledge in at least two of the following areas: SaaS, CRM, Customer Experience/Support Software, or APIs.
• Proven experience managing a portfolio of accounts, including negotiating renewals and driving revenue expansion.
• Possess strong communication and interpersonal skills, capable of inspiring both clients and colleagues.
• Exhibit excellent organizational and project management abilities.
• Quickly build rapport and identify opportunities to streamline processes.
• Experience championing customer needs internally and coordinating cross-functional teams.
• Ability to solve problems creatively and adapt to evolving situations.
• Proficient in using data to inform product and process recommendations.
• Display a high degree of empathy and a strong desire to help others succeed.

Nice to have

• Formal project management experience.

Skills & tools

• Kustomer platform
• AI and Automation tools
• CRM
• CX/Support Software
• APIs

Practical notes

• This role requires approximately 25% travel.
• Candidates should be comfortable with in-person collaboration at our London office about once a week.
• Kustomer offers competitive salaries, stock options, pension, supplemental health insurance, and other benefits.
• Kustomer is committed to diversity and inclusion, creating an environment where everyone can thrive.