Digital Customer Success Manager, UK - Remote

Overview

As a Digital CSM, you are passionate about creating and sustaining happy customers that realize full value from the platform and partnership across a large portfolio of customers.

In Short

• Act as the primary interface between the customer and internal teams.
• Set clear expectations and act as a customer advocate.
• Use data to determine churn risk and de-escalate issues.
• 2+ years experience in a CSM capacity.
• Strong communication skills with all levels of the organization.
• Experience with case management systems and CRMs.
• Gather customer feedback for product enhancements.
• Proactively monitor customer usage patterns.
• Collaborate with internal teams to ensure customer satisfaction.
• Maintain understanding of product and educate customers.

Requirements

• 3+ years experience in an enterprise SaaS product support environment.
• Bachelor's degree in Computer Engineering/Computer Science or related field.
• Strong analytical and organizational skills.
• Ability to manage a large portfolio of business.
• Soft skills for developing customer trust.
• Experience in risk mitigation and triage.
• Ability to gather and analyze customer feedback.
• Proven track record in customer retention strategies.
• Technical knowledge related to the product.
• Experience in cross-functional collaboration.

Benefits

• Remote work opportunity.
• Opportunity to work with a large portfolio of customers.
• Engagement with cross-functional teams.
• Chance to influence product development.
• Professional growth in customer success management.