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A proactive Customer Success Expert role in SaaS, owning client portfolios to drive adoption, resolve issues, and maximise customer value without sales targets.
Client Details
We're working with a dynamic SaaS business looking for a Customer Success Expert to join their growing team. This is a technical, customer-facing role where you'll partner with a portfolio of business clients to ensure they get maximum value from their software.
Unlike a traditional support role, this is not a helpline based role- it's about being a trusted advisor and proactive partner, helping customers use technology to achieve their goals.
Description
In this role, you'll:
- Own a portfolio of business customers - developing strong relationships with key stakeholders across different regions and departments.
- Act as the central point of contact for your accounts - with full visibility of how customers are using the software, including what's working well, where issues are arising, and where improvements can be made.
- Monitor and manage tickets/issues - keeping track of what's being raised across different users and ensuring resolutions are timely and effective.
- Run monthly or quarterly account health reviews - depending on account size - presenting insights, identifying risks, and creating success plans.
- Proactively identify opportunities to improve the customer journey - suggesting new features, highlighting adoption gaps, and guiding customers to get the most from their investment.
- Support product rollouts and adoption - introducing new tools or features to customers, not in a sales capacity but by helping them see how new solutions can add value.
- Collaborate with internal teams - sharing customer insights and feedback with Product, Development, and Sales so the wider business can learn from real-world usage and continually improve.
- Spot trends across accounts - such as common technical challenges, usage patterns, or requests - and ensure these are addressed both at the client and business level.
- Be versatile in communication - engaging with clients via phone, email, video meetings, and face-to-face visits when required.
Profile
- A proven background in SaaS Customer Success, with strong experience in account health management and customer lifecycle ownership.
- Someone who is tech-savvy and data-driven, confident navigating software platforms and translating insights into actions.
- A self-motivated problem solver, able to work proactively without needing to be told what to do.
- Excellent communication and relationship-building skills, able to work with everyone from end-users to senior stakeholders.
Job Offer
- Competitive salary of 50,000.
- Hybrid working - 2 days in Warrington office.
- Opportunity to shape the customer journey and influence product development.
- Join a collaborative team where customer success is central to growth.
