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An EMEA Customer Success Manager is required for a startup B2B Facilities SaaS Provider with 10% month on month new client growth (Enterprise and SME) and a growing Professional Services Function.
As Customer Success Manager you’ll own the overall customer experience across all product touchpoints including functional and technical support issues (supported by separate support consultants). You’ll optimise the post-sale customer relationship, drive subscription renewals, expansion and cross-selling. Lastly, working with professional services to help deliver on projects and have a project management mind-set with regards to planning out engagements with the customer.
Location: Home-based to start – must be commutable to London for future office location
Salary: £35k – £60k + 20% bonus + pension
You’ll be a pivotal, as Customer Success Manager, to retaining the revenues within an explosively growing client-base who require smart facilities management solutions. The product suite is modular but develops capabilities of managing room booking, desk scheduling and a range of other facilities management from SMEs (25 desks/3 meeting rooms) to Enterprise (6000 desks across EMEA).
Technical Account Manager or Customer Success Manager, but if you’re a technical Software Support Manager who’s dealt with senior level clients, this works. Other backgrounds could include Pre-Sales or Technical Consultant. Majority of issues are functional, but you’ll have support across all.
Facilities Management, Space Scheduling, or Room/Desk Booking background – ideally in the software provider space but if youre from a technical background and from the domain this works.
Project Management exposure – integrations are weeks rather than months, but a good head
Able to perform 50% travel to meet customers. 90%-95% of customers are UK and 5% are EMEA, but this is likely to change to more 60%-40% as the role progresses.
Are you from a Facilities Management Software Provider and want to help a really flourishing business drive forward?
This Customer Success Manager role will grow a well-funded and already strong turn-over start up – as first there, with time there is potential to run a team as this growth progresses. You’ll be joining as Customer Success Manager at a really exciting time with major new Enterprise deals in the pipeline and more global growth in the next 18 months.