Bulbshare Customer Success Manager

Remote

About the company:

We’re on a mission to solve the world's biggest social and commercial challenges through the power of customer collaboration. Our leading-edge technology and world-class teams help some of the most iconic brands in the world (LEGO, Nestlé, L’Oréal, Samsung) by creating unique online communities that collaborate and provide real-time insights, ideas and content. These customer-led insights fuel new ideas for products, marketing campaigns, content creation and much, much more. As Bulbshare rapidly accelerates its growth, we are looking for an exceptional Customer Success Manager to join our team and contribute to our mission.

Key responsibilities:

As Customer Success Manager, your key responsibilities will include:

Act as the primary point of contact for customers, providing superior service and support that delights your customers
Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers objectives
Cultivate a deep understanding of your customers and inspire them to think strategically about how Bulbshares platform can support their business needs
Perform regular (weekly, monthly and quarterly) reviews with customers on goals, challenges, insights and opportunities
Develop and manage remediation plans to alleviate customer challenges
Optimise the customer journey to ensure that every customer derives real value from Bulbshare
Work in collaboration with the rest of the Bulbshare to deliver a world class customer experience
Identify opportunities for continuous improvement including, customer adoption challenges and churn risk
Act as the voice of the customer internally
Gather feedback from customers to improve the customer experience
Help drive a company-wide definition of ideal customer
Help strengthen a company-wide customer feedback loop
Help foster a company-wide culture of Customer Success
Align with Sales on renewal and up-sell strategy and focus on selling with a retention focus
Ensure a seamless hand-off between pre and post sales teams

Own Key Metrics For Your Customers, Including:

Retention
Expansion sales and pipeline development
Customer satisfaction
Adoption

What we are looking for:

4+ years of experience in Customer Success or related field
Background working with large and complex enterprise accounts
Ability to very quickly learn technologies and work comfortably with customers on business challenges.
Proven ability to work in a high pace, cross-functional and fast paced environment
Exceptional presentation and public speaking skills
Working knowledge of SaaS business model preferable (subscription/term, churn forecasting, MRR, etc.)
Experience with market research, insights community panel management and/or online research a plus
Strong initiative and drive to innovate

You’ll also enjoy…

Flexible location – work remotely or from our offices in London Bridge and Cape Town
30 days holiday excluding bank holidays and Christmas
Potential for flexible hours
Health Cash Plan
Pension
Training allowance for personal and professional development
Other company perks include team socials, regular team events

Contact:

To apply, please send your CV and cover letter to [email protected] with the subject 'Customer Success Manager Application'.