Senior Customer Success Manager
il y a 2 jours
Job Title: Senior Customer Success Manager
Department: Commercial/Customer Success
Reports to: The Senior Customer Success Manager will report to the Customer Success Director
Location: Hybrid. Expected to travel to the office 1-2 days per week (office location in London, Paris and Uppsala)
Join our global team in designing and automating personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of where you are in the world, our commitment to your success and happiness remains unwavering.
Job OverviewThe Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing the adoption of the Kaisa product suite via the delivery of the Customer Success Programme.
Responsibilities and DutiesNet Revenue Retention (NRR) for a portfolio of existing strategic Kaisa customers
Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite
Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI's and working with them to continuously optimise these
Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets
Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross-sell opportunities
Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn
Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders
Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team
Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision
You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams
7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management
Proven track record of commercial ownership and very experienced in working strategically to achieve customer retention and revenue growth over time
Very experienced working with large businesses and brands with complex organisations
Strong emotional intelligence and is able to use the information available to influence decision makers
Very experienced in a multi-tasking environment and can adjust priorities on-the-fly.
Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)
Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential
Willing team player and demonstrates team leadership skills
Experience delivering product training and/or product demonstrations essential
Very strong time management and project management skills
Evidence of an understanding of API integrations, front end web technologies (Javascript/CSS) and customer ecosystems highly valued
Evidence of understanding of Customer Experience (CX) technologies highly valued
Fluent English is essential and other language skills are highly valued
Understanding of the marketplace/classifieds industry not essential but highly valued
Understanding of the Automotive and/or Real Estate industry not essential but highly valued
Opportunity to work with a talented and passionate team in a fast-growing company.
Be a part of a company that values innovation, collaboration, and customer success.
However, across all countries (Sweden, UK, France) there are indeed similar benefits such as:
Country-specific health and family insurance
Country-specific retirement contribution
Sporting & wellness opportunities
Learning through the Kaisa Academy
Flexible and remote work to suit your personal working style
Regular team events in France, Sweden and the UK
True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other
A solid team environment
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