Customer Success Manager

Honeycomb is working alongside a global learning technologies company, to recruit a Customer Success Manager (CSM). Offering £30,000-£35,000 with 10% bonus. The company is a remote working first (anywhere in UK/ROI) and option to work in the Belfast hub. The role is permanent and full-time.

Overview of role

The Customer Success Manager is a key role within the company responsible for building, managing, and supporting the customer base in the DACH region. The CSM would be the primary point of contact for customers' technical and business needs and be responsible for driving customer success and retention initiatives that will increase customer satisfaction, drive product adoption, and maintain customer satisfaction. Reporting to the Territory Manager (DACH) and working closely with the Customer Experience team to understand customer needs and solve problems. You would also be working closely with the sales and support teams to develop a positive customer experience that drives revenue growth.

Duties

• Main point of contact for customers and responsible for managing the customer experience from onboarding to ongoing support;
• Help customers understand their account, product usage, and provide guidance to help them get the most out of their products and services;
• Provide a high level of service, developing customer relationships, leveraging cross-sell opportunities, and minimising churn;
• Analyse customer data to improve customer experience;
• Maintain knowledge of all current products and services offered;
• Take into account the needs of customers, partners, and team members by delivering an exceptional customer experience;
• Achieving quarterly sales targets and OKRs as set by the Territory Manager (DACH);
• Maintain accurate and complete records of all customer communications within Salesforce;
• Evaluate and improve the interactions in the customer journey;
• Actively engage with own professional learning, development and performance alignment

Essential Criteria

• Minimum of 2 years' experience as a Customer Success Manager or Customer Support Representative
• Bilingual in German & English with the ability to communicate professionally to the highest standard in both languages
• Excellent interpersonal and communication skills
• Ability to multitask with dedication and commitment to Customer Success
• The ability to set and communicate expectations internally and externally
• A passion for service and supporting customers
• Patient, empathetic and active listener
• Self-driven and proactive nature
• Strong organisational and time management skills with excellent attention to detail
• Experience of using Salesforce or a CRM

Desirable Criteria

• Experience within the eLearning sector
• Experience of using JIRA and Asana
• Experience of Moodle and Totara

Package and Benefits

• Competitive salary
• Bonus and workplace pension
• Flexible working remote-first working model
• 52 hrs protected learning
• Award winning well-being programme
• Team-led social events
• Birthday vouchers
• 20 days work from anywhere
• Generous annual leave allowance

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Lesley Dugan at Honeycomb on 028 9620 7050.

If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss.

Honeycomb is committed to providing equality of opportunity to all.

** Please note, we are receiving an exceptionally high number of applications and are present and will be unable to shortlist candidates who are not meeting the specific requirements for this role. Due to the high volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding. **