Digital Customer Success Manager, UK - Remote

Overview

The Digital Customer Success Manager is responsible for ensuring customer satisfaction and retention by acting as a trusted advisor and primary interface between customers and internal teams.

In Short

• Manage a large portfolio of customers to maximize value realization.
• Act as the voice of the customer to provide internal feedback.
• Proactively monitor customer usage patterns and health.
• Gather customer feedback to inform product enhancements.
• Collaborate with internal teams to ensure customer success.
• Educate customers on product features and best practices.
• Utilize case management systems and CRM tools.
• Develop and retain customer trust through effective communication.
• Analyze data to identify trends and improvement opportunities.
• Coordinate internal actions to address customer concerns.

Requirements

• 2+ years experience in a Customer Success Management role.
• 3+ years experience in enterprise SaaS product support.
• Strong written and verbal communication skills.
• Experience with case management systems and CRMs (e.g., SFDC, JIRA).
• Bachelor's degree in Computer Engineering, Computer Science, or related field.
• Strong analytical and organizational skills.
• Ability to manage customer relationships effectively.
• Experience in risk mitigation and customer retention strategies.
• Ability to work collaboratively across functions.
• Proven problem-solving skills.

Benefits

• Remote work flexibility.
• Opportunity to work with a diverse customer portfolio.
• Engagement with cross-functional teams.
• Professional development opportunities.
• Access to company resources and tools.