As a Customer Success Manager, you will be responsible for managing the full lifecycle of the customer journey, resulting in customer satisfaction, revenue, and profitability goals. In this role, you will build trusted advisor relationships with clients through a deep understanding of their problems, demonstrable product and business process knowledge, and ensuring high-quality Skan implementations and solutions. Our Customer Success Managers will focus on expanding offerings within customer accounts, increasing customer retention, solving customer issues, and driving customer satisfaction. We are looking for a customer-focused leader with a proven track record of delivering exceptional client satisfaction and complex process transformation programs.
What You’ll Do:
- Lead program management across all phases of engagement, including onboarding, implementation, training, and ongoing support.
- Learn and implement the Skan customer success model, including customer value management methodologies—leading clients through value discovery, enablement, delivery, and validation phases.
- Own Skan ROI and business outcomes, reporting on key metrics such as NPS, CSAT, Gartner peer reviews, and ROI.
- Manage all aspects of project delivery—planning, reporting, coordination, risk management, and governance.
- Develop deep expertise in Skan products—technology, implementation, and configuration.
- Understand customer organizations, business processes, pain points, and goals, collaborating with internal teams to develop solutions and drive product adoption growth.
- Build relationships with business owners, technology leaders, and vendors.
- Monitor and achieve goals related to Skan adoption, license usage, business outcomes, renewals, and revenue expansion.
- Create and share customer case studies, project learnings, and disseminate knowledge within teams.
- Gather intelligence on customer initiatives, priorities, and leadership directions.
- Manage license renewals in partnership with Sales.
- Provide executive briefings and status updates.
- Track and report all metrics using the customer success management tools.
- Manage program governance activities, including monthly and quarterly business reviews with executives.
- Organize customer onboarding, change management, training, and certification programs.
- Collaborate with marketing, product management, and executive teams to facilitate knowledge sharing, best practices, and discovery workshops.
What You’ll Bring
Must have:
- Bachelor’s Degree in technology or management.
- 8+ years of professional experience, preferably in customer success, relationship management, delivery management, consulting, or enterprise delivery.
- Experience in business process design, intelligent automation, or related fields.
- Industry knowledge and experience in digital transformation initiatives and project management.
- Leadership skills with the ability to coordinate with engineering teams.
- 4+ years of experience managing client relationships and delivery in banking, financial services, insurance, or healthcare sectors.
Nice to have:
- Solid interpersonal and organizational skills.
- Excellent presentation skills.
- A talent for relationship building.
- Professional experience in financial services and/or insurance industries.
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📌 Customer Success Manager
🏢 Skan
📍 Tamworth