Job Posting Title Senior Customer Success Manager

Role Purpose

Department - Customer

Working Pattern - 37.5 hours per week

Location - Ruddington, Nottingham 3 days a week

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out

As a Senior Customer Success Manager, you serve as a named resource and trusted partner working with customers who seek to get the most value out of their Ideagen products. You will build strategic relationships with client stakeholders and internal account teams to ensure a high level of service throughout the customer journey focusing on key milestones, vision and strategy to drive value and growth. Through each engagement you will drive customer advocacy and loyalty, reduce attrition and identify opportunities for growth.

Responsibilities

1. Serve as the primary point of contact and trusted advisor for designated customers, overseeing all Premier Success activities, customer experience, escalations, renewals, and growth initiatives.
2. Build and maintain relationships with customers to support retention and growth, mapping stakeholders across the client's business.
3. Collaborate with customers to understand their growth objectives, delivering tailored Premier Success plans that provide proactive support.
4. Clearly communicate the value of Premier Success to customers, ensuring they recognise the benefits and remain engaged with our offerings.
5. Partner with internal teams to align messaging related to products, events, and marketing opportunities.
6. Occasional travel to visit customers on-site, further strengthening relationships and engagement.

Skills and Experience

1. Proven experience in Customer Success, Account Management, Consulting, and/or Project Leadership, particularly within the SaaS industry or dealing with enterprise customers.
2. Exceptional communication and presentation skills, with a capability to engage and influence at all organisational levels including Executive & C-Suite.
3. Strong analytical skills, enabling informed decision-making based on data and translating insights into actionable strategies.
4. A track record of successfully driving customer retention and growth initiatives.
5. Adaptable and able to navigate complex situations with a professional demeanor.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at . All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!