Job Summary:

Role: Customer Success Manager
Hours: Full Time, 37.5 (we are open to discussions around flexibility)
Location: Scotland, Remote
Salary: £40,000 - £50,000 DOE
Holidays: 32 including bank holidays, increasing to 34 after 1 year's service
Pension: 5%
Other Benefits: Life Assurance, Private Healthcare, Generous Discretionary Bonus Scheme, Company Sick Pay, Family Friendly Policies, Paid In Person Social Events.

Job Description:

Main duties include but are not limited to: Job Description:

What will I be doing day-to-day?

As a Customer Success Manager (CSM), you will play a key role in driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with our customers, ensuring they maximize the value of our software solutions. Through proactive engagement, you will help customers achieve their business goals, providing insights, guidance, and best practices.

The CSM will be integral to our revenue growth strategy by identifying opportunities for upsell and expansion. By deeply understanding our customers’ operations, challenges, and goals, you will work collaboratively with internal teams to enhance the customer experience and ensure long-term success. To be successful, you must develop a strong understanding of our software products and how they are used within our target market.

Main duties include but are not limited to:

Customer Relationship Management

• Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.

• Serve as a trusted advisor, guiding customers on how to maximise the value of our software.

• Proactively engage with customers to identify challenges, provide solutions, and drive product usage.

• Monitor customer engagement health scores, usage data, and feedback to proactively address risks.

• Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.

• Advocate for customers internally, influencing product development and enhancements based on feedback.

• Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).

• Encourage customer participation in feedback surveys, product workshops, and user group events.

• Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes.

• Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.

Sales & Growth Opportunities

• Identify upsell and expansion opportunities by understanding customer needs and business objectives.

• Track and manage sales pipeline activity to ensure targets are met.

• Prepare and deliver sales presentations and product demonstrations.

• Collaborate with marketing teams to develop campaign strategies and collateral.

• Prepare accurate sales documentation, quotes, and proposals.

Role skills and technical competencies:

Required

• Bachelor’s degree in business, marketing, or a related field.

• 5+ years’ experience in a Customer Relationships/Account Management role.

• Passion for building strong customer relationships and delivering value.

• Ability to recognise revenue opportunities and align customer needs with business growth strategies.

• Experience analysing customer usage data to identify trends and areas for improvement.

• Familiarity with distilling, manufacturing, or production processes is a plus.

• Ability to manage multiple customers, projects, and priorities efficiently.

• Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.).

• Working knowledge of marketing and sales principles.

• Excellent written and conversational communication skills.

• Adept at working with cross-functional teams to exceed customer expectations.

• Working knowledge of leveraging AI to improve Customer Experience.

Reporting to:

Professional Services Manager

Worker Type:

Regular

Number of Openings Available:

1