Customer Success Manager - London
Location: GB, , 
Department: Business:Customer Success
Employment type: Full-time
Required experience: Director
Required education: Unspecified
Industry: Computer Software
Function: Consulting
Company profile: We build software for fashion retailers, to help them make the right commercial decisions about what to sell, and how to price it. Fashion is the 4th biggest industry in the world, so this is actually a huge problem economically, as well as environmentally for everyone in the world. The Guardian called us one of the 20 hottest London startups, and we're a quickly growing team, with a product used by some of the best retailers in the world, and we're backed by the smartest investors in Europe, the same ones who backed Etsy, Dropbox, ASOS and Net-a-Porter.
Description: About EDITDWe build software for fashion retailers, to help them make the right commercial decisions about what to sell, and how to price it. Fashion is the 4th biggest industry in the world, so this is actually a huge problem economically, as well as environmentally for everyone in the world. Both Mashable and The Guardian called us one of the 20 hottest London startups, and we're a quickly growing team, with a product used by some of the best retailers in the world, and we're backed by the smartest investors in Europe, including Index Ventures, who backed Etsy, Dropbox, ASOS and Net-a-Porter.The JobAs our Customer Success Manager, it will be your job to make sure our customers get everything they ever dreamed of from our product, and have a phenomenal level of service and support while they use it.You'll be in charge, and fully empowered to make sure this is the status quo for each of our customers always.You will work directly with our customers as well as our incredible team to implement new customers, as well as improving the level of service and support for existing ones. We expect you to be passionate about  our customers, and be as excited about helping them to get the most value out of our of our product as we are.Our Customer Success department is first and foremost in charge of making sure our customers get lasting, repeatable and permanent value out of our product, and consequently, we expect this to help us retain our customer base, and grow our customers commitment and relationship with us.This is a huge opportunity for a leader who is growing their career, who has expertise and passion for customer relationship management, and working in a consultative way. Our ideal candidate has some account management experience, understands what it takes to implement SaaS software in medium to large businesses, be great at managing their own time as well as time and goals across teams, understand how to map relationships, understand retail (and preferably fashion retail), and have experience in professional services or a customer success type organisation.This position will report to the Chief Commercial Officer, based in London.Key ResponsibilitiesEnsuring every customer is delighted with EDITD, and gets true value from our product.Ensure we retain every customer, and they renew on an ongoing basis.Positioning and selling Customer Success service offerings to prospects.Handling overall responsibility for managing the customer relationship.Establishing trust and an advisory relationship that works to ensure customer’s overall satisfaction with us and our products.Acting as a liaison between product management and the customer, with a focus on helping understand how the EDITD roadmap should evolve to support customers, and how new features will provide opportunities to help our customers.Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.Developing programmes focused on enhancing the customer’s use of our products.Monitoring and facilitating the customer’s adoption of our features, providing EDITD with an understanding of their overall business needs as they relate to our products.Turning customer relationships into references for new customers as well as for public references for our marketing operations.Prioritising and obtaining resolution for customer issues.Managing executive, mid-level, and project relationships among a diverse set of customers.
Requirements: Proven success and vertical familiarity within consulting or software as a service industry3+ years implementation consulting experienceAbility to achieve results by effectively communicating with other groups and collating action plans for customersPossess excellent follow-up skills with great attention to detailAbility to perform comfortably in a fast-paced, high-intensity deadline-oriented work environmentExcellent verbal and written communication skills, including content development and presentation skills, to chair meetings or host webinarsProven ability to collaborate and build strong relationships with customers especially at the Executive levelProven ability to align across corporate functions (Professional Services, and Product Management)3+ years relevant work experience is required.
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