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Manager – Customer Success
Updated on 1/31/2023
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Requirements
  • Must be based in United Kingdom
  • Bachelor's degree or equivalent preferred
  • B2B Enterprise SaaS experience; minimum 4 years of Customer Success experience
  • People management experience and a proven track record of leading a high performing team
  • Demonstrated experience managing a significant portfolio of customers and ARR (at least 20% of overall a company's total ARR), maintaining a high net retention rate and customer satisfaction
  • Demonstrated experience in managing relationships at the executive level in large organisations with over 1,000 employees
  • Strong leadership skills and ability to continuously up-level your team without micromanaging
  • Results and data driven with a close attention to detail
  • Strong communication skills - both written and verbal - and a demeanour exuding confidence
  • A strong sense of empathy and high EQ with an ability to remain calm under pressure
  • An intellectual curiosity and self-starter attitude with an ability to thrive in fast-paced, ambiguous environments
  • Ability to quickly learn new technology and articulate the business value - not just an understanding of features and functionality
  • Solid understanding of Customer Success philosophy and principles
  • Experience working with Customer Success tools (Gainsight, Totango, etc) a plus
Responsibilities
  • Coach your team to continuously focus on value delivered and develop success plans that optimise for value in a measurable and trackable way
  • Help identify blockers to value and assess overall risk within your portfolio, advising your team on developing risk mitigation plans and escalating where necessary
  • Work cross functionally with Enterprise sales to identify and execute opportunities to expand our role in our customers' data strategy
  • Support the renewal process within your portfolio and forecast effectively to ensure on-time renewals and accurate revenue forecasts
  • Assign new customers to CSMs while effectively managing team capacity
  • Serve as a point of escalation for your team, hopping on calls to address concerns or assist with account strategy
  • Identify, hire, and retain a team of high performing CSMs
  • Maintain a high accountability culture and manage team performance with a focus on providing clear direction and actionable feedback
  • Escalate high impact customer feature requests to CS senior leadership
  • Ensure adoption of processes and playbooks with a focus on continuous improvement and optimisation
  • Help promote a high collaboration culture where we find the fun in our work
  • Maintain up to date knowledge of mParticle's platform and the CDP space
mParticle

201-500 employees

Multichannel customer data management platform
Company Overview
mParticle's mission is to make customer data more accessible and actionable for the whole company, and this includes companies of all sizes. The company has created a customer data platform that makes it easy to holistically manage customer data along the entire product and customer lifecycle.
Benefits
  • Excellent benefits
  • Pawternity policy
  • 401k
  • Unlimited time off
  • Bring your dog!
  • Commuter program
  • Flexible hours
  • Healthy snacks
  • Parental leave
Company Core Values
  • Optimize to customer value
  • Succeed as a team
  • Own it
  • Seek the truth (no sacred cows)
  • Find your flow
  • Place bets