Customer Success Manager

Become our newest Customer Success Manager

Join One of the North's Fastest-Growing Tech Firms! Force24 is proudly now one of the fastest-growing and most in-demand marketing automation platforms in the UK. In what is a really exciting time for our business, we have a new opportunity for an experienced CSM to join our Customer Success team.

Simply register your interest by attaching your CV and a member of our team will be in touch.

About the role

Our Customer Success Managers play a crucial role in helping our customers achieve their key aims and priorities using the Force24 platform. By understanding each client's goals, you will provide expert guidance to ensure they get maximum value from our technology. This role is all about helping customers succeed. You'll manage a base of clients, offering insights, tips, and best practices to optimise their use of the platform, ensuring it continuously aligns with their objectives.

Building strong relationships with all key stakeholders, you'll support clients throughout their journey, driving adoption, enhancing their experience, and ultimately fostering long-term partnerships. A passion for helping people is essential, as you'll be instrumental in ensuring customers not only stay with us but also become advocates who see Force24 as a vital part of their business success.

What you'll do:

1. Own and manage a base of clients and build strong relationships with all key stakeholders to drive adoption, engagement, and success with the Force24 platform.
2. Ensure client satisfaction and success and proactively work to keep clients happy, addressing concerns, offering solutions, and ensuring they achieve their key goals and priorities.
3. Ensure platform adoption and engagement by encouraging and supporting clients in fully utilising the platform, providing guidance and best practices to maximise its impact.
4. Schedule and run bi-annual business reviews with clients to assess their success, provide recommendations, and ensure ongoing value from the platform.
5. Be the main point of contact for your clients and connect them with the right resources, including Training and Support, Senior product experts and Integration project managers.
6. Monitor customer health and engagement and take proactive steps to improve their experience, adoption, and results.
7. Be the voice of the customer and advocate for clients internally, ensuring their needs, feedback, and challenges are communicated to improve processes and product development.
8. Maintain expert knowledge of the Force24 platform and stay up to date with product developments, roadmap updates, and best practices to provide valuable insights and recommendations to clients.
9. Be responsible for minimising churn by proactively engaging with your clients to ensure they see ongoing value in the platform and fostering long-term partnerships.
10. Identify growth opportunities and spot ways for clients to expand their usage, uncover new requirements, and drive additional value from the platform.
11. Lead internal discussions on client objectives and ensure alignment across teams by clearly communicating customer goals and requirements and delivering comprehensive briefs to the support, senior product experts and integrations teams as required.

What you'll bring:

1. Confident in managing and being accountable for their own client base while also collaborating effectively as part of a team.
2. Understanding of the marketing automation industry and good knowledge of how marketing automation platforms work and their role in driving business success.
3. Previous client-facing experience in a role that involves working directly with clients, building relationships, and managing expectations.
4. Consultative approach to helping clients and the ability to understand client goals, and offer tailored recommendations to help them succeed.
5. Comfortable managing multiple clients, projects, and tasks simultaneously, ensuring all receive the attention they need.
6. Ability to quickly grasp and understand the technical capabilities and limitations of marketing automation, integrations and related technologies.
7. Ability to work towards and deliver against set goals and performance metrics.
8. A strong attention to detail and ensuring accuracy in all communication, reporting, and client interactions.
9. An analytical thinker and ability to assess data, identify trends, and understand root causes to improve client outcomes.

This role will be based from our office in Leeds, with flexible working available.