Purpose of the role

The Customer Success Management team is dedicated to driving customer retention and maximising value through effective Performance reviews & aiding clients achieve their business objectives. Our goal is to ensure every customer becomes a passionate, long-term advocate for Keyloop — measured through high retention, strong satisfaction (NPS), and sustained revenue growth

Reporting to the Head of Customer Success, the Customer Success Manager will directly manage a defined portfolio of accounts to ensure expected value and growth is achieved. The successful candidate is a key member of the Customer Success organisation, as the role will entail working with customers, sales, professional services, customer support and partners to deliver customer value and success. This person will have exceptional customer relationship, analytical and upselling skills.

Duties & Responsibilities

• • Champion customer success across assigned accounts to drive full renewal and long-term loyalty to Keyloop.
  • Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities.
  • Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer
  • Work closely with the Sales organizations to develop growth and retention plans.
  • Foster strong customer relationships enhance adoption, ensure retention and increase overall customer satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Advocate for customer needs/issues cross-departmentally to ensure a seamless experience
  • Represent the customer voice across all areas of Keyloop
  • Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services
  • Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue.
  • Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
  • Take ownership of showcasing business & product performance metrics & KPIs – always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers
  • Accountable for Customer Success Plans & ownership of all associated goals
  • The success metrics in this role will include customer satisfaction (NPS), revenue attrition rates, and product & feature adoption.

Skills Required

Willingness to travel

3+ Years Customer Success Management experience

CSM Experience for a Cloud Based Enterprise Software solution is a plus

Ability to work independently and in a strong team environment

Ability to maintain excellent colleague and peer relationships

Excellent communication, presentation and negotiation skills

Ability to quickly grasp and distinctly explain technological and business concepts

Strong understanding of business processes and their implementation into enterprise applications

Strong understanding of customer needs, and objectives

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