[Remote] Customer Success Manager, Scaled Customers

Note: The job is a remote job and is open to candidates in USA. ABR Talent is a customer success recruitment firm specializing in start-up and scale-up SaaS businesses. They are seeking a Customer Success Manager to join a fast-growing organization as their first hire focused on scaled digital engagement, managing a large portfolio of accounts and driving customer success through data and technology.

Responsibilities

• Own a larger book of c.90 accounts, owning everything post sale, including retention and carry an NRR target
• Work with the Director of Customer Success to maximise the use of their CSP – Planhat
• Create materials enabling one-to-many engagements, new product demos and platform enablement

Skills

• Prior experience in a B2B Customer Success role within a start or scale-up SaaS business
• Genuine scaled / digital CS experience where the portfolio size is larger and the engagement strategy is lighter, scalable and digitally focussed
• A data smart operator that can look at what the data says and make/take proactive actions to drive successful customer outcomes
• Provable commercial success where they have grown account bases through upsell, product adoption or contract renewal increases (NRR performance of 105%+)
• Competency with the creation and delivery of digital content for client engagement (webinars, videos, training collateral)
• A self-motivated operator and quick learner. Someone that can get to grips with the product quickly, think on their feet and provide confidence and competence where they might be uncertain
• A strong relationship builder who can quickly establish confidence from time poor, tough to engage decision makers
• Fluent in Dutch or Flemish
• Experience or exposure to the legal space or legal end-users
• CSP experience (ideally with Planhat)

Benefits

• Quarterly bonus based on NRR Attainment (c.£10k)
• A remote first setup with 2x a month in a London office.
• A genuine adult working environment. School drop off, dog walks, gym session – all fine as long as the work is getting done!
• Wellness budget and health insurance.
• Share options.

Company Overview