Job Description

About Us

We are a rapidly growing marketing technology and fintech company. We deliver bespoke, AI-driven solutions that provide measurable results for each client. We specialise in building custom marketing platforms that filter out the noise to deliver precise, high-impact results to drive business growth.

Job Summary

We are seeking a dedicated Customer Success Manager to lead and support a dynamic team in delivering exceptional service and ensuring the success of our customers. In this role, you will guide customers through onboarding, proactively engage with them to maximize their experience, and resolve any issues they face. You will collaborate closely with leadership to refine customer success strategies, share valuable insights, and help shape a customer-first culture. Additionally, you will track key performance metrics, analyse trends, and report on customer satisfaction and retention to drive continuous improvement.

Key Responsibilities

Customer Success Strategy

Develop and execute a customer success strategy that aligns with Company's goals. Define and monitor key performance metrics (e.g., NPS, CSAT, and Retention Rates) to measure team success. Implement customer success best practices to improve client satisfaction and product adoption.

Customer Onboarding and Support

Oversee the onboarding process for new clients, ensuring a smooth transition to Company's products and services. Manage customer inquiries, issues, and escalations, providing timely and effective resolutions. Work with the product team to develop resources such as FAQs, tutorials, and knowledge bases to empower customers.

Team Leadership and Management

Build and lead a Customer Success team to deliver world-class service. Set team goals, provide ongoing coaching, and foster a culture of accountability and excellence. Conduct regular performance reviews and professional development plans for team members.

Customer Advocacy and Relationship Management

Act as the voice of the customer, collecting feedback and insights to improve products and services. Build and maintain strong relationships with key clients to foster loyalty and advocacy. Proactively identify at-risk customers and implement retention strategies to reduce churn.

Reporting and Analysis

Develop dashboards and reports to track team performance and customer success metrics. Analyse customer data to identify trends, pain points, and opportunities for product or process improvements. Present regular updates to senior management on customer success initiatives and results.

Collaboration Across Teams

Collaborate with the sales team to ensure a seamless handover of clients after acquisition. Partner with the marketing team to create campaigns focused on retention and engagement. Liaise with the product team to address customer needs and ensure continuous platform improvements.

Qualifications and Skills

Proven leadership experience, with the ability to guide, mentor, and motivate a customer success team to meet goals and deliver exceptional service. Expertise in onboarding and guiding customers, ensuring that they quickly gain value from the platform Ability to analyse and leverage customer metrics (CSAT, NPS, retention rates) to drive team performance and identify areas for growth. Skilled in troubleshooting and resolving technical or account-related issues, while overseeing the escalation of complex cases to the appropriate resources. Strong collaboration skills, working cross-functionally with leadership and other departments to refine processes and enhance customer success strategies. Experience in managing team performance, setting KPIs, and reporting on progress to senior leadership. Strong focus on coaching and developing team members, fostering a culture of customer-centricity and continuous improvement.

What We Offer

Competitive salary and a performance-based commission structure The opportunity to lead and shape a pivotal business initiative within a fast-growing fintech and bullion trading company Professional development opportunities to grow your skills and career * A dynamic and collaborative work environment focused on innovation and excellence