Customer Success Manager, UpSlide

• At least 2 years of proven experience in enterprise B2B relationship management, customer success, or account management
• Technical aptitude, strong problem-solving abilities, and analytical skills
• Ability to build and maintain relationships internally and with clients
• Interest in leveraging data, analytics, and automation to drive ROI
• Strong team player mind, always looking for ways to contribute but also manages well independently
• Proficiency in Microsoft Office (especially PowerPoint and Excel)
• An expert eye for detail
• Excellent written and verbal communication skills (min. fluent in English)

Desirable

• You’ll be working directly with 5 fellow CSMs in London, 15 CSMs globally, and managed by Ellie (Success Team Lead)
• You will be looking after part of our rapidly growing book of clients with some key accounts having your support
• With the support of senior colleagues and a growing global Success function, you will have the opportunity to take on early responsibility for some of our most important clients and progress quickly
• Build and nurture strong relationships with key stakeholders within customer organizations, becoming a trusted business advisor
• Master and enrich your client knowledge and UpSlide product knowledge to be your clients’ go-to source of knowledge and advice and maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organize webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Deliver engaging and thorough training sessions to clients to ensure great adoption
• Establish clear retention goals, ROI tracking, and process milestones for the client and collaborators to work toward
• Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide’s benefits and value across the client’s business
• Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities
• Lead workshops with our Product team to represent your clients’ voice
• Organize in-person events such as trainings, lunches, etc. to meet clients face-to-face
• Analyse your clients’ usage statistics to boost usage through training sessions, webinars, etc
• Seek out and drive upsell and expansion opportunities within your client base by being commercially curious
• Collect and process customer feedback through surveys
• Optimise existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organise events to promote UpSlide
• Work with your manager and team to continually uplevel our white-glove services, offerings, and scalability
• 3 months:
• Be familiar with UpSlide and our client industries
• Be signed off to give training sessions and business reviews
• 4-6 months:
• Be autonomously managing your book of clients and handling day-to-day interactions
• Deepening your technical knowledge of UpSlide
• Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)
• 9 months:
• Be on track to hit annual KPIs (NRR and churn rate)

• Phone interview with Andrea, Talent Acquisition [45’]
• Video interview with Ellie, Success Team Lead. This interview will include a training session [45’]
• In-person interview with Alex, Head of Success [90’]
• Final video interview with Aurore, Deputy CEO [30’]
• We'll conduct a reference check to learn how to help you thrive!
• ⚡ On average our process lasts 3 weeks