Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Remote, UK

Reporting To: Tim Banks

Compensation: £40,000 - £45,000 / year

Description

We are looking for a proactive, customer-centric Customer Success Manager, who will be the primary contact for a portfolio of our existing customers during their post-sales journey. The successful candidate will be responsible for maximising value realisation for customers in their portfolio, along with customer retention and growth.

Aptem is a rapidly growing remote-first start-up, so expect a dynamic and fluid environment, with all of the opportunities and challenges this entails. The CSM role will suit a proactive person who thrives on using their initiative and is comfortable with ambiguity. The right candidate will be outcome-focused and adept at managing their own time and priorities to work with impact. We are a remote-first company, and this role can either be a remote role based within the UK, or hybrid based in our London office.

Main responsibilities

• Primary post-sales contact and relationship owner for a portfolio of customers
• Accountable for achieving customer outcomes and customer advocacy
• Key role for ensuring customer retention and long-term relationship
• Ensure customers see value in new products and services, leading upsell activities
• Establish and maintain regular customer engagement
• Build and maintain relationships across customer organisations with a mix of operational and strategic stakeholders
• Drive product engagement and adoption, identifying and addressing any barriers to adoption within customer organisations, their clients, or their learners
• Facilitate training for customers throughout their journey, ensuring that new and existing users remain up to date on product functionality and are capable of maximising the value they receive from Aptem
• Work cross-functionally across the business to ensure all areas are working in support of our customers’ desired outcomes

Desired skills and technical knowledge

Note: We know the perfect candidate does not exist. Candidates are encouraged to apply even if they do not meet all the stated criteria.

• Prior experience in the apprenticeship delivery space, preferably in one or more of the following areas: learner facing/internal verification/funding/quality/operations
• Experience working as a Customer Success Manager or Account Manager in a high-touch model, or extensive history in a customer facing role
• Prior experience of working in a renewals or upsell business
• A good understanding of technology, with the ability to learn and adapt quickly to new technologies and products
• Prior experience working within a regulated or complex environment, such as Financial Services, Human Resources, or Government/Public sector
• Experience working directly with customers and stakeholders at a variety of levels, up to and including C-Level
• Customer Success accreditation
• Excellent written and verbal communication skills, comfortable presenting and capable of influencing internal and external stakeholders
• An active listener, capable of getting to the root of a customer problem
• Excellent problem solving skills
• Willingness and ability to learn quickly
• Highly organised; able to manage own workload and time, and work independently

Benefits

• 27 days holiday allowance plus bank holidays, with an additional day off on your birthday!
• Option to take up to 2 days of paid volunteering leave every year.
• Half a day off at the end of the working week during June, July and August.
• Option to purchase up to 5 days of additional leave.
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Electric vehicle scheme.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.