Senior Customer Success Manager
Negotiable depending on experience
About the role
At 15gifts we care deeply about the success of our partners. Everything we do is to impact our 3 Customer Success pillars; Strategic Partnership, Driving Value and Innovation.
The Customer Success team at 15gifts are trusted advisors, we’re there to building lasting relationships that enable adoption, help our clients scale and grow, and minimise the chance of churn.
The person we are looking for…
We are looking for a Senior Customer Success Manager to join the team, you will own a book of Enterprise clients.
A strategic, trusted advisor: you know how to engage Enterprise clients to gain an understanding of their business challenges and goals and can align them to 15gifts technology and insights to create success plans and drive measurable value.
Commercial and Data driven: you love data and can use insights to spot challenges or opportunities for innovation. You have proven experience to deliver on renewals and growth.
A relationship builder: you can build lasting relationships both internally and with your clients. You have have a proven track record in building Champions and working with Executive Sponsors.
You will be responsible for
Actively responsible for the overall relationship and retention of our big brand customers
Establishing a trusted advisor relationship with customers, driving value realisation from 15gifts products and services
Ensuring the renewal your client book and working with the Sales team on growth and renewal opportunities
Mapping clients’ organisation to identify key influencers and decision makers, building strong partnerships with Executive Sponsors and Champions across different teams
Understanding business goals and working with key stakeholders to develop a partnership strategy, delivering measurable outcomes
Providing value stories and insights to senior leadership to demonstrate ROI, planning and executing on performance improvement strategies
Coordinating and leading regular Business Reviews for our clients with clear outcomes on client health and opportunities
Skills and Experience Required
4+ years of prior experience as a Customer Success Manager, 2+ years in a senior role
Has owned a book of Enterprise Clients, working across multiple teams / regions
Proven track record of working in a Customer Success team with delivery on value realisation, adoption, retention and customer satisfaction
Experience in using CRM monitoring tools such as Salesforce and Gainsight
Can work as part of a team on strategic engagement from goal creation to execution and delivery with clear success metrics
Can demonstrate ability to develop executive champions at strategic level
Very good technical competence and is detailed oriented, has an understanding of data and digital
Independent, self-starter who can prioritise, work proactively, manage multiple projects and initiatives consecutively and has experience working in internal account teams
Excellent interpersonal/customer relations skills; clear written and verbal communicator, confident in-person communicator and presenter