Junior Customer Success Manager

Join GDS, a Dynamic and Innovative Team Fuelled by ClearCourse

The Junior Customer Success Manager at GDS will be responsible for maximizing customer lifetime value by driving product adoption, ensuring customer satisfaction, and proactively mitigating churn. You will act as a trusted advisor and strategic partner, understanding their business objectives, challenges, and success metrics, and demonstrating how our solution delivers value. This role is crucial for reducing churn, maximising customer lifetime value, and driving sustainable growth for the company.

About ClearCourse

ClearCourse Group is a rapidly growing collaborative of disruptive technology innovators dedicated to building brilliant software and payments solutions. We were formed in 2018 with investment from New York-based private equity firm Aquiline to build a portfolio of complementary software with our own integrated payments platform and professional service businesses.

Working better together is central to everything we do; each time we add a new business, we're adding new ideas and innovation. Our mission is to help our customers build great businesses with our industry-specific software and embedded payments solutions.

GDS is a rapidly growing part of ClearCourse (26% growth year on year) who are looking for a Junior Customer Success Manager that will be working alongside a skilled team, made up of a BDM and another Customer Success Manager. You will also have access to the rest of the GDS team that all work on the same floor of the Beverley based office in Hull, who are always happy to answer questions. GDS are focused on career progression, and you could quickly move up the career ladder here and will get all the support you need to do so. We are experiencing some exciting times here at GDS, with an ever-growing market share, as well as new product launches that are imminent.

Key Accountabilities:

1. Proactive Churn Mitigation and Risk Management: Use leading indicators to anticipate churn risks (i.e., usage patterns, support tickets, customer feedback, feature usage, etc.). Leverage these data-driven insights to develop and implement targeted retention strategies and mitigation plans to re-engage at-risk customers and prevent churn.
2. Onboarding and Time To Value: Act as the primary point of contact after hand-off from the BDM of New Business Acquisition, partnering with implementation to ensure customers are onboarded seamlessly and begin to experience product value quickly.
3. Customer Advocacy and Community Building: Foster a strong sense of customer advocacy by collecting customer feedback, testimonials, and case studies. Identify and nurture potential customer champions who can advocate for our product within their networks and contribute to our customer community.
4. Cross-Functional Collaboration and Communication: Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.
5. Identify Upsell Opportunities: Identify and refer opportunities to BDMs to ensure that the business and BDM can attain upsell targets. The success of this directly impacts the CSM's Net Revenue Retention (NRR) goal, which is a culmination of reducing churn and successful upsell.
6. Performance Monitoring, Analysis, and Reporting: Track and focus on key customer success metrics, including customer retention rate (CRR), NRR, customer satisfaction (CSAT), net promoter score (NPS), and customer health score.
7. Strategic Customer Success Management: Rank and prioritize customers and work closely with strategic customers through having a regular cadence of business reviews, on-site meetings, and workshops to stimulate product usage and feature adoption.

Requirements:

1. Proven experience in a client-facing role.
2. Excellent communication and interpersonal skills to build rapport with clients.
3. Strong negotiation and problem-solving abilities to address client needs effectively.
4. Self-motivated with a results-oriented mindset and a drive to achieve targets.
5. Familiarity with the software industry and/or experience in workforce management is a plus.

ClearCourse Employee Benefits:

1. Hybrid-working model with 25 days annual leave + your birthday off.
2. Life Assurance and Group Income Protection.
3. Private medical cover with cash plan.
4. Enhanced Company Pension.
5. Employee wellbeing perks such as Perkbox and Peppy.
6. Enhanced maternity, paternity, and adoption pay.
7. Generous training budgets and reimbursement for professional memberships.

If you are a driven and customer-focused professional looking for an exciting opportunity to join an innovative company within the ClearCourse family, then this is the perfect role for you. Join us as we revolutionize the software industry and contribute to the success of our clients. Apply now and take your career to new heights with GDS and ClearCourse.

Why ClearCourse?

We're a rapidly growing collaborative of disruptive technology innovators, working together to build a brilliant software and payments business.

As a ClearCourse employee, you'll get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business that has recently been named one of the UK's Best Workplaces For Wellbeing in 2023.

At ClearCourse we're committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages, please let us know.

Across our business, we're investing in our people, expanding our expertise, and developing our vision. Want to get on board? We'd love to speak with you.