Join to apply for the Customer Success Team Manager role at Simpro Software

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First Things First - What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with 5% employer contribution
• Generous Parental Leave Program
• Home Office Allowance
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Programme – get rewarded for referring a friend to join our team!
• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cash back scheme
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions
  
  
  

• Collaborate with the Director of Customer Success EMEA in the development and implementation of the Customer Success strategy to drive revenue, improve customer experience and reduce churn and cancellation.
• Determine the Customer Success team’s goals and plan how to improve operations, to ensure Company goals are achieved.
• Develop and execute strategies to maximise the value Simpro’s customers get from the platform.
• Drive revenue growth and retention of customers.
• Analyse customer (and other) data to monitor team performance and measure the effectiveness of the Customer Success strategy.
• Support, grow and develop Customer Success leaders, monitor their success, and provide highly effective line management.
• Recruit, induct and onboard new members of the Customer Success team.
• Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons.
• Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction.
• Work with others to define (and continuously refine) Customer Success best practices and process across the global team.
• Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication.
  
  
  

• Extensive experience in Account Management or Customer Success as well as senior leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business.
• A strategic mindset and ability to build and maintain business insight.
• Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention.
• Excellent people management skills and experience building highly effective teams.
• The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner).
• Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders.
• Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams.
• Empathy for customers along with passion for revenue and growth.
• Strong analytical skills and a process-oriented mindset.
• Be tech savvy and have a genuine interest in software and products.
  
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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