Description:
We are seeking a strategic and high-performing Senior Customer Success Manager (SCSM) to champion our enterprise clients and drive long-term business value. You will build strong relationships, understand client needs, and provide guidance on how Xfuze can support their business goals. Your focus will be on customer satisfaction, retention, and engagement, working closely with cross-functional teams to optimise client experiences and drive long-term success by recognising upselling or renewal opportunities.
We are looking for someone with exceptional communication skills, a data-driven approach to problem-solving, and a proven track record in collaborating across product, sales, delivery and support teams.
Key Responsibilities
- Build and maintain strong, long-term relationships with a portfolio of clients and internal teams.
- Identify growth opportunities within existing accounts, work to reduce churn and increase customer satisfaction and loyalty.
- Identify opportunities for expansion, such as upgrades or additional services, and work to secure contract renewals.
- Support client onboarding and adoption of our Xfuze platform, ensuring seamless integration.
- Track customer adoption metrics and analyse data to understand customer health and inform strategy.
- Act as the customer's voice internally, providing feedback to product and sales teams to improve and refine the overall customer success and best practices.
- Ensure customer satisfaction and success through proactive support and engagement.
Your Knowledge & Experience
- Experience in a customer-facing role, with previous experience in customer success, account management, or a similar field.
- Strong experience working with SaaS, cloud-based platforms, or enterprise technology.
- Strong verbal and written communication skills for clear and effective interactions.
- Excellent ability to translate complex technical concepts into business value for clients.
- Ability to establish rapport and trust with clients over time.
- Proficiency in analysing data to identify trends and areas for improvement.
- Capacity to quickly and effectively resolve customer issues and challenges.
- Ability to develop and execute strategies that align customer goals with company objectives.
- A good understanding of business processes, data integration, and analytics.
Desirable:
- Prior experience in the retail sector is a strong plus, bringing valuable domain knowledge that allows you to deeply understand our clients' business models and operational challenges.
Your Personality
- Energetic & driven
- Innovative
- Resilient
- Insightful
- Creative
- Problem solver
- Sound judgement
- Analytical
- Capacity to learn