Manager, Customer Success
Department: Sales
Employment Type: Permanent - Full Time
Location: London - Paddington
Reporting To: MD, UK
Description Your role as a Manager, Customer Success will be to build, lead and mentor a brand-new Customer Success team, driving KPI's and embedding best practices. Reporting into the Managing Director, UK, you will develop strategies to achieve business goals for our UK clients. Based out of our Paddington office, you will take a hands-on management role, building out a high performing team from scratch, developing processes and leading by example to drive long-term, profitable relationships.
Key Responsibilities
- Serve as a trusted advisor to build long-term, value driven relationships with Dye & Durham customers across multiple legal tech products, driving adoption, value realization, engagement, and retention while delivering a phenomenal customer experience.
- Instil a culture of productivity and high performance by developing and motivating a team of Customer Success professionals, utilising systems and tools to monitor KPIs and provide reports to senior leadership.
- Track and report key success metrics, customer satisfaction scores, churn risk and engagement levels.
- Proactively connect with customers through email, phone, online presentations, and in person meetings & events to drive renewals, product adoption, customers satisfaction & reduce churn.
- Guide customers through onboarding, training, and product adoption to ensure they gain maximum value from our products.
- Monitor and analyse customers' usage of our product & customer health, proactively identifying and addressing potential issues before they happen.
- Collaborate with internal teams (Sales, Product, Support) to resolve customer concerns and advocate to enhance customer experience and improve product and support offerings.
- Be an SME and escalation point for customer and team queries
- Maintain accurate client records in Salesforce, keeping track of client communications, any contract updates and renewals.
Skills, Knowledge & Expertise
- Recent, commercial experience in a Customer Success role, in a B2B software environment (Saas experience beneficial).
- People management and leadership experience - preferably experienced in setting up teams from scratch
- Experience within the legal sector would be hugely beneficial to your success in this role.
- Demonstrable ability to communicate, present and influence key stakeholders and team members at all levels of an organisation.
- Self-motivation, collaboration skills, and passion for exceeding customer expectations
- Strong communication and presentation skills.
Job Benefits At Dye & Durham we strive to be visionaries. As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together