Customer Success Team Manager
The simPRO Group
First Things First - What We Can Offer You
- A generous annual leave entitlement plus a personal leave entitlement
- Private Health Insurance
- Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
- Life Insurance
- Company pension scheme, with 5% employer contribution
- Generous Parental Leave Program
- Home Office Allowance
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
- Talent Referral Programme – get rewarded for referring a friend to join our team!
- Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
- Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
- A discounts and cash back scheme
- Flexible working environment
- Casual dress and relaxed office environment
- Happy hours and office games
- Opportunities for career progression and development
- Diverse training & internal networking opportunities across all of our product lines
- Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions
The Job
The Customer Success Team Manager will work closely with the Director of Customer Success EMEA to develop and implement the Customer Success strategy, with a strong focus on the successful retention of our customer base. The CS Team Manager will provide coaching to the team to effectively manage Simpro’s customers, ensuring the satisfaction and optimization of products.What You’ll Do
Collaborate with the Director of Customer Success EMEA in the development and implementation of the Customer Success strategy to drive revenue, improve customer experience and reduce churn and cancellation
Determine the Customer Success team’s goals and plan how to improve operations, to ensure Company goals are achieved
Develop and execute strategies to maximise the value Simpro’s customers get from the platform
Drive revenue growth and retention of customers
Analyse customer (and other) data to monitor team performance and measure the effectiveness of the Customer Success strategy
Support, grow and develop Customer Success leaders, monitor their success, and provide highly effective line management
Recruit, induct and onboard new members of the Customer Success team
Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons
Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction
Work with others to define (and continuously refine) Customer Success best practices and process across the global team
Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication
What You’ll Bring
Extensive experience in Account Management or Customer Success as well as senior leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business
A strategic mindset and ability to build and maintain business insight
Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention
Excellent people management skills and experience building highly effective teams
The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner)
Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders
Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams
Empathy for customers along with passion for revenue and growth
Strong analytical skills and a process-oriented mindset
Be tech savvy and have a genuine interest in software and products
Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:
We Are One Team
We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success
Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.
If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV and covering letter.
Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.