Customer Success Manager

• Impact – using customer defined baseline metrics, accelerate customer success outcomes that result in external case studies and recommendations.
• Net Revenue Retention – meet NRR targets through retention of existing customers with uplift and growth in the services we offer.
• Customer Satisfaction – leading CSAT scores across the defined interaction points with targeted action plans to maintain.
• An ambassador for the Red(wood) carpet customer experience across all customer-facing departments.
• Identify and propose customer success criteria and CX opportunities within the bid process.
• Work with key customers to understand their industry, value drivers and business processes.
• Train, coach and mentor colleagues in customer success drivers and framing CX.
• Organise and host customer workshops which directly address the customer’s key challenges, providing solutions which deliver their required outcomes.
• Adoption, utilisation and customer satisfaction
• Understand customer’s usage and adoption of the solutions they have and identify opportunities.
• Focus on optimising the existing products and solutions.
• Identify synergies between customer aspirations and solution capabilities now and in development.
• Drive customer satisfaction, working with teams across the critical moments in the customer lifecycle to address areas of development and recognise what great looks like.
• Demonstrate the impact of our products and services through ROI discussions in service reviews and workshops.
• Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
• Work closely with marketing teams to showcase our products and services, case studies and facilitating reference opportunities.

Driving improvements

• Hold lesson learnt sessions across functions to identify areas for improvement.
  Set targeted action plans to address root cause and work across functions to ensure delivery of these.
• Take personal ownership of customer escalations and paint points, working across functions to overcome these and improve our CX.
• Provide weekly review of customer success impacts and how you’ve driven improvements for the organisation (sell, build, run) and customers.