Customer Success Manager, Kaisa

• 3+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management
• Commercially savvy and experienced in working strategically to achieve customer retention and revenue growth over time
• Experience working with large businesses and brands with complex organisations
• Demonstrates emotional intelligence and is able to use the information available to influence decision makers
• Experienced in a multi-tasking environment and can adjust priorities on-the-fly
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)
• Strong written and verbal communication skills and in person and virtual presentation skills. C-level experience highly valued
• Fluent English is essential and other language skills are highly valued
• Willing team player
• Experience delivering product training and/or product demonstrations

Desirable

• The Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of Kaisa customers by increasing adoption of the Kaisa product suite via the delivery of the Customer Success Programme
• Revenue retention and growth for a portfolio of existing 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 and KPI’s and working with them to continuously optimise these
• Building and developing strong customer relationships and growing the understanding of 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
• 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 Senior Customer Success Managers, Business Operations, Pre Sales Consultants, Support and Marketing teams