Customer Success Manager, Tendable

• You are a commercially minded individual with a drive to ensure that customers achieve business success and consequently renew and grow their business with us
• You are a thought leader who is comfortable working alone, whilst being keen to learn and contribute to the wider team
• You have a desire for rapid development and a commitment to exceeding performance expectations
• You are highly organised with the ability to bring structure, transparency, and efficiency in a multitasking environment, executing tasks swiftly and with the highest standards
• Most importantly, you are enthusiastic about making an impact on the working lives of health and social care staff, from the front line to the board
• Minimum of 3 years of experience in either Management Consulting, solution delivery or enterprise Customer Success Management, preferably in a high-growth B2B SaaS business
• The ability to develop and strengthen customer relationships across a wide range of stakeholders, particularly in large multinational organisations
• Experience in daily cross-functional collaboration, serving as a bridge between users and internal teams
• Strong analytical skills with experience in value qualification
• Hands-on experience leading digital transformation initiatives in complex organisations

Desirable

• To support Tendable’s plans for growth in the UK and internationally, we are looking for a Customer Success Manager with 3+ years of experience, who will work directly with high-value customers and manage customer engagement, both growing and developing a high-performing portfolio of accounts
• This role will report to the Head of Customer Success and work closely with customers in a regular cadence, keeping them fully connected with Tendable's teams, products, and service developments
• We are looking for someone with a track record of delivering results in a fast-moving business environment, who is comfortable with change and ambiguity, and who has demonstrated success in achieving high renewal rates and upsell revenue
• The Customer Success Manager will work collaboratively to ensure customers receive the maximum value and ROI from their investment in Tendable
• We want someone who is excited about growth and eager to contribute to shaping the Customer Success team, as well as the wider business!
• Deliver a world-class experience to an expanding portfolio of clients across the UK and internationally
• Take a consultative approach to building cross-functional relationships for mutual success
• Cultivate customer relationships to promote retention and loyalty, ultimately improving customer lifetime value
• Create strategic relationships with key customer stakeholders and expand existing relationships to uncover new opportunities and deliver strategic value
• Develop deep customer understanding and knowledge of Tendable products, and act as a change agent by advocating for best practices and helping customers successfully adopt and utilise the Tendable app
• Achieve transactional growth and monitor key metrics (churn rate, NPS, and C-SAT) across the client portfolio
• Own the full customer lifecycle and lead internal cross-functional initiatives to improve customer touchpoints, starting at the point of implementation
• Contribute to the Customer Success strategy and help to upskill the team by defining best practices and sharing your knowledge