Customer Success Manager

Job description

We are looking for a Customer Success Manager with outstanding communication and account management skills who excels at building client rapport.


Prospect Path is a rapidly growing technology startup in the heart of Newcastle. Our lead generation platforms are used by global software companies including Sage, Oracle and SAP.


As a Customer Success Manager, you will be focused on developing our understanding of our client base and expanding the scope of our relationships. As our chief client advocate, you will be at the heart of the business, collaborating with sales, product development and marketing. You will ensure our business and our product serves its clients.


The majority of our clients are in the US, so we are hoping to align the role with US business hours. Ideally 11-7pm Mon-Thurs and 9-5pm on Friday.


This the first hire in this role so we are looking for someone with plenty of initiative. You should

be drawn to opportunities where you have the freedom to develop processes and strategies and you should relish working with a high degree of responsibility.


The role represents a chance to work in a growing team and be a central component of our

development.

Requirements

Key aspects of the role

  • Develop a clear understanding of or clients’ business and identify opportunities for expansion

  • Devise and manage a roadmapping process to ensure we have strategic and practical goals for each client

  • Identify and introduce systems to improve the efficiency of our client engagement

  • Manage and optimise client onboarding process

  • Manage inbound enquiries and implement qualification cadence on behalf of sales team

  • Conduct discovery and research for key strategic accounts

  • Create client feedback channel to inform product development choices

As well as delivering client happiness, we’re looking for someone who brings enthusiasm and commitment to our close-knit team. We love to work with smart, inquisitive people who play an active role in continuing to build an amazing culture within our office.


We place a large focus on creating employee benefits within our working environment. We’re a social bunch and partake in everything from Bacon Sarnie Monday to Sushi Friday, company film nights at the Tyneside Cinema, Bake-Off sweepstakes and more.


Desired skills & experience

  • Evidence of success within a client or account management role
  • Experience devising and implementing new processes and KPIs
  • Comfortable talking to clients at a Director+ level
  • Experience working with, or familiarity of, marketing managers or directors (majority of our clients)

Is this you? Please send us your CV and a covering note. Thank you.