We are seeking a Customer Success Manager to join our growing team and support our UK office. Please note this is a remote position, ideally based out of the wider Manchester area.

Customer Success is vital to our long-term profitability, and as such, we need a CSM to drive growth, foster enduring relationships and work as a trusted adviser among our existing customer base. As a CSM, you will also be guiding new customers through the process of onboarding, and ensuring that they have a smooth journey through the customer lifecycle. Other responsibilities include arranging, preparing and executing business reviews with customers, contributing towards product engagement campaigns and curating our ever-growing Knowledge Base.

If you are a highly motivated, organised and customer-focused individual who is passionate about providing exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the TicketCo team.

Your responsibilities as CSM:

• Function as the customer advocate and provide internal feedback on how we can better serve our prioritised customers and cohorts.
• Manage all post-sales activities for customers through strong relationship building, product knowledge, planning and execution.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes based on an established customer journey.
• Track accounts to identify churn risk and work actively to eliminate that risk.
• Partner with other departments to develop a plan for making our product a part of each customer’s core architecture.
• Simultaneously manage multiple customers who are at different points on the account lifecycle.
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency.
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas.
• Assist in orchestrating customer events to create valuable experiences and customer loyalty.
• Initiate and take an active role in customer engagement campaigns directed at limiting churn or increasing net retention.