Customer Success Manager

Newcastle upon Tyne, England, United Kingdom Full-time

SpecifiedBy is looking for our first Customer Success manager to work out of our office in Newcastle.

We're a VC-backed technology startup, solving the disconnect between the way architects and specifiers search for building products, and how building product companies try to market and sell to them.

As a Customer Success Manager, you will take responsibility for nurturing customers throughout the lifetime of their subscriptions. This role will involve helping customers to get full value from the platform, providing proactive support and managing customer retention.

Ideally, we are looking for someone with marketing experience, and who can demonstrate the required soft skills to empathise with customer, build and maintain long-term relationships, anticipate their demands and keep in touch depending on where a customer is on the journey

You'll also serve as an advocate for customers, provide input on our product development and marketing efforts and create materials and processes to help scale the function of customer success as our client base grows.

Core responsibilities:

  • Welcome & onboard new customers
  • Build trust and maintain strong relationships with each customer
  • Support customers in achieving their business goals with SpecifiedBy
  • Develop processes for identifying underperforming accounts, and execute strategies designed to address these issues
  • Implement marketing activities (ie. PPC, SEO, content marketing) to help drive interest to underperforming company profiles
  • Turn successful customers into advocates through case studies, testimonials and reviews
  • Manage the subscription renewal process for all customers (bonuses / commission available)
  • Identify opportunities and put in place processes to upsell additional services to existing customers on a consistent basis
  • Create and maintain useful guidance and support documentation
  • Manage a monthly email newsletter / run ad-hoc email campaigns

A few things we would like to see:

  • Excellent written and verbal communication skills
  • Enthusiasm for creative problem-solving
  • Previous experience in with online marketing channels (PPC & SEO in particular)
  • Previous experience in a customer support, account management or customer success role

Benefits

Join a friendly and hard-working team, within a relaxed business environment, with the opportunity to establish yourself as key member of our small, but growing team.

If you're interested in building your career within an exciting, growing company, operating within a challenging market with huge opportunities, we would love to hear from you.

Please get in touch with your CV and cover letter.