Senior Customer Success Manager, Kaisa

• 7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management
• Proven track record of commercial ownership and very experienced in working strategically to achieve customer retention and revenue growth over time
• Very experienced working with large businesses and brands with complex organisations
• Strong emotional intelligence and is able to use the information available to influence decision makers
• Very experienced in a multi-tasking environment and can adjust priorities on-the-fly
• Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)
• Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential
• Willing team player and demonstrates team leadership skills
• Experience delivering product training and/or product demonstrations essential
• Very strong time management and project management skills
• Evidence of an understanding of API integrations, front end web technologies (Javascript/CSS) and customer ecosystems highly valued
• Evidence of understanding of Customer Experience (CX) technologies highly valued
• Fluent English is essential and other language skills are highly valued
• Understanding of the marketplace/classifieds industry not essential but highly valued
• Understanding of the Automotive and/or Real Estate industry not essential but highly valued

• Reports to: The Senior Customer Success Manager will report to the Customer Success Director
• The Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing the adoption of the Kaisa product suite via the delivery of the Customer Success Programme
• Net Revenue Retention (NRR) for a portfolio of existing strategic Kaisa customers
• Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite
• Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI’s and working with them to continuously optimise these
• Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets
• Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross-sell opportunities
• Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn
• Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders
• Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team
• Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision
• You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams

• Contact - Freddie Franklin, Customer Success Director, Commercial

• Work-life balance: Achieve the perfect balance between your professional and personal life. Our flexible work arrangements empower you to manage your time effectively, ensuring a harmonious blend of career and personal pursuits
• Holistic well-being: Your well-being is our priority. Enjoy access to comprehensive physical and mental healthcare resources, promoting a healthy and balanced lifestyle. We invest in your wellness so you can thrive both at work and beyond
• Retirement contributions: Secure your future with our robust retirement contribution plans. We partner with you to build a financial foundation, ensuring peace of mind as you plan for the next chapter of your life
• Vibrant community and events: Achieve the perfect balance between your professional and personal life. Our flexible work arrangements empower you to manage your time effectively, ensuring a harmonious blend of career and personal pursuits
• Continuous learning and development: We believe in the power of knowledge. Access our learning and development initiatives, designed to fuel your professional growth
• Time off for social impact: Be a force for good! Enjoy dedicated time off to contribute to sustainability initiatives and community service. As part of Kaisa you have the opportunity to make a positive impact on society

Total funding: $27.5m

In the past, customer messaging channels were complex and insufficient, making it difficult for companies to offer effective customer service and thereby boost revenue and customer retention.