Customer Success Manager

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager at Lilli. The Customer Success/Experience Manager is responsible for designing, implementing, and managing strategies to enhance overall customer satisfaction, retention, growth, loyalty, and engagement. They oversee all aspects of the customer journey and collaborate with cross-functional teams to deliver exceptional experiences. They are the lead advocate for the customer across the organisation.

Key responsibilities for this role include:

Customer Relationship Management:

  • Build and nurture strong relationships with clients, understanding their needs, goals, and challenges.
  • Serve as the primary point of contact for assigned accounts, addressing inquiries, and providing proactive support.

Onboarding and Training:

  • Support the  onboarding process for new clients, ensuring a smooth transition and successful adoption of products or services.
  • Develop and deliver training sessions, materials and resources to educate clients on product features and best practices.

Account Growth and Retention:

  • Identify opportunities for upselling or cross-selling additional products or services that align with customer needs.
  • Implement strategies to increase customer retention, reduce churn, and maximise customer lifetime value.

Customer Advocacy and Feedback:

  • Act as a customer advocate within the organisation, conveying client feedback, requests, and needs to relevant teams.
  • Gather customer insights to help improve products/services and contribute to the development of new offerings.

Success Planning and Strategy:

  • Collaborate with clients to develop success plans and strategies tailored to their specific goals and objectives.
  • Monitor progress against established success metrics and KPIs, ensuring alignment with customer objectives.

Issue Resolution and Escalation:

  • Address customer concerns or issues promptly, working closely with internal teams to provide solutions.
  • Escalate critical issues as necessary, ensuring timely resolution and customer satisfaction.

Voice of the Customer:

  • Gather, analyse, and interpret customer feedback and data to understand needs, pain points, and preferences.
  • Utilise customer insights to drive decision-making and implement changes for improved experiences.
  • Manage user groups and identify advocates, to support 

Process Improvement:

  • Streamline processes and workflows to optimise the customer journey, removing friction points and enhancing efficiency.
  • Implement best practices and standards to elevate overall customer satisfaction.

Metrics and Evaluation:

  • Define key performance indicators (KPIs) to measure and track customer experience success.
  • Regularly analyse metrics and feedback to assess performance and drive continuous improvement.

Training and Development:

  • Develop and conduct training programs for internal staff to ensure they understand and deliver exceptional customer service.
  • Keep internal teams up-to-date on product updates and initiatives.
  • Foster a customer-centric mindset among employees at all levels.

If you are passionate about customer success, have excellent communication and problem-solving skills, and enjoy working in a fast-paced and dynamic environment, we would love to hear from you.

Requirements

    • Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree is a plus.
    • 5+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
    • Strong understanding of customer experience principles, methodologies, and tools.
    • Excellent communication, negotiation, and interpersonal skills.
    • Ability to analyse data and derive actionable insights to drive customer success.
    • A proactive and customer-centric approach to problem-solving.
    • Excellent communication, presentation, and interpersonal skills.
    • Proficiency in CRM software and other relevant customer experience tools.
    • Project management skills with the ability to lead cross-functional initiatives
    • Empathetic and customer-focused mindset.
    • Strong organisational skills with the ability to prioritise tasks effectively.
    • Strategic thinker with a results-driven approach and problem solving mindset
    • Collaborative team player with the capability to work cross-functionally.
    • Adaptability and resilience in a fast-paced environment.
    • Passionate about delivering exceptional customer experiences.
    • Strong leadership and team-building capabilities.
    • Adaptability and flexibility in a dynamic work environment.
    • Detail-oriented with a focus on continuous improvement.

Benefits

  • We are a remote company with flexible working hours and believe that having an inspiring space to work is important. We don’t have an office so we will provide everything you need to set you up at home
  • We get together regularly to collaborate, review and plan our progress as well as celebrate our teammates and our successes
  • We have a team dedicated to ensure we have a solid working culture that is supportive and inclusive
  • Unlimited Work Away From Home days
  • A generous 28 days’ annual leave + bank holidays
  • Financial support towards your energy bills

Salary £50,000 – £55,000