Customer Success Manager (London)


Are you an experienced Customer Success Manager? With experience within the software industry? looking for the opportunity to join a Technology startup that is at the forefront of Machine Learning.

Ford & Stanley – The Digital Recruitment Specialists are looking to recruit a Customer Success Manager for their client in central London

The Opportunity

As a Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services.  You’ll drive customer adoption and loyalty by educating our customers on how to get the most out of my client while building strong relationships throughout the lifecycle of the account. 

Own the customer journey

  • Customer onboarding & user training of my Clients platform
  • Work with the Account Executive to set expectations for success when onboarding new customers
  • Create a tailored onboarding experience based on audience, deployment, product version and use case
  • Lead on-site (or remote) onboarding sessions that ensure our customers leave educated on how to get the most out of the platform
  • Hold check-ins with the customer post-onboarding and provide insights for ways to improve the experience
  • Serve as the primary contact during the onboarding phase 
  • Create and update implementation materials (client-facing and internal)
  • Improve the efficiency and effectiveness of the customer onboarding experience

Project execution & support

For large scale and/or complex deployments, be the accountable stakeholder for the success of the project, working closely with the Account Executive or Global Account Manager
Collaborate with delivery teams (e.g. technical project management, engineering) to ensure successful implementation of our platform per the customer's requirements
Serve as the primary contact for the customer including troubleshooting any technical issues raised

Product feedback and testing

  • Work closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers
  • Identify new product opportunities and improvements based on your experience with the implementation process
  • Become a product expert, keeping up to date with new product releases and functionality
  • Communicate new product functionality to existing customers and provide training where necessary
  • Participate in user acceptance testing and user experience research
  • Contribute to the creation of user personas and customer journeys
  • This role reports to the Head of Delivery

The Candidate

  • 2-5 years experience in account management, customer success, or customer support role, supporting B2B technology
  • Ability to articulate complex information in simple, clear terms to non-technical users
  • Action-oriented, organized and focused
  • Tech-savvy
  • Excellent written and spoken communication skills, including presentations
  • Ability to travel (travel between our London office and client premises may be required)
  • Comfortable working in a fast-paced and dynamic environment

Apply now

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