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My Client is seeking a passionate and proactive Customer Success Manager to join their dynamic team. In this role, you’ll be responsible for guiding customers through their journey, ensuring they achieve their goals while using My Client’s products and services. Acting as a trusted advisor, you’ll play a key role in customer retention and satisfaction, whilst embodying our Customer Obsessed Values.
Key Responsibilities- Dedicated Portfolio Management: Manage a portfolio of customer accounts, delivering tailored support and proactively identifying and mitigating risks.
- Customer Success Scorecard: Track and analyse customer adoption and performance metrics, implementing improvement plans where necessary.
- Service Reviews & QBRs: Lead and participate in regular customer service reviews and quarterly business reviews, gathering feedback and driving enhancements.
- Customer Lifecycle Management: Own the customer journey across all lifecycle stages, working cross-functionally to optimise each touchpoint using data-driven insights.
- Stakeholder Engagement: Collaborate with key partners, including Issuers, TMCs, and Platform providers, ensuring seamless onboarding and issue resolution.
- Risk Management: Anticipate and mitigate customer risks early in the lifecycle, ensuring successful outcomes.
- Sales Pipeline Awareness: Maintain alignment with commercial teams to prepare for incoming accounts.
- Documentation & Knowledge Sharing: Maintain accurate process documentation, contribute to FAQs, and support the technical writing team.
- 3–5 years’ experience in a Customer Success Manager role, ideally within fintech or corporate travel.
- Customer-obsessed, with a passion for delivering outstanding service.
- Proven track record in customer lifecycle management and risk mitigation.
- Strong communication and interpersonal skills, with the ability to collaborate cross-functionally.
- Proficient in using service and CRM tools such as ServiceNow, Salesforce, and Office 365.
- Familiar with ITIL framework and IT systems/networks.
- Able to prioritise and manage workloads in a fast-paced environment.
- A self-starter, team player, and resilient problem-solver.
- Competitive salary & performance-based bonus
- Life assurance cover
- Enhanced company sick pay
- Private medical insurance (single cover, with option to add dependents)
