Customer Success Manager – SaaS, Corporate Hospitality
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Job Description
Customer Success Manager overseeing onboarding and ongoing support for a SaaS platform in corporate hospitality. Joining a rapidly growing team at the forefront of ticketing and event management.
Responsibilities:
- Take ownership of managing successful onboarding experiences for our customers, ensuring a seamless transition from kick-off to going live
- Conduct kick-off presentations / welcome calls, regular virtual meetings, and both virtual and in-person training sessions to introduce clients to our products and services
- Collaborate with our product development team to address customer needs during the onboarding phase
- Work closely with customers post-onboarding to ensure they are realising ongoing value from the platform and getting the most from its features
- Conduct regular check-ins and lead quarterly business reviews (QBRs) to assess account health, share usage insights, and align on strategic priorities
- Create and maintain onboarding documentation, tutorials, and training materials for your customers
Requirements:
- 2+ years in customer success/onboarding or a digital project management / account manager role
- 4+ years learning and working with complex software products e.g. CRM or workflow automation
- Confident presenting to and leading meetings with senior stakeholders
- Excellent customer communication and interpersonal skills
- Ability to manipulate large data sets and use simple functions in Excel
- Strong organisational and time-management abilities
- Problem-solving mindset
- Able to work effectively remotely, ideally with experience of this
- Have a keen interest or passion in the events and/or sports and/or entertainment industry
Benefits:
- New PC with second monitor & accessories
- 25 days holiday + public holidays
- 5% matched company pension contribution
- £500 towards home office set-up
- Quarterly team meet-ups
- After 12 months service, eligibility for our company EMI scheme with stock options
- Opportunity to work on exciting projects for upcoming major sport and entertainment events
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