Job Title: Customer Success Lead Location: UK - Supporting US Hours Department: Sales & Marketing
Reports to: Managing Director – Customer Success Employment Type: Full-Time HoursAbout the Role:
As a Customer Success Lead, you will be responsible for ensuring our customers achieve their desired outcomes while using our products and services and driving long-term customer value. This role involves building strong relationships, understanding customer needs, driving engagement and satisfaction, whilst maximising retention & expansion. You will report to our Customer Success Managing Director and be part of the Customer Success team, collaborating globally with product, sales, marketing, and support teams to ensure that Morae retains a referenceable and profitable customer base, delivering an exceptional customer experience.

REQUIREMENTS:

• Bachelor’s Degree or equivalent experience.
• Experience working in a customer-facing environment.
• Willing to work US hours to support our US clients and team
• A customer-oriented mindset, wanting to achieve or exceed customer expectations.
• A passion for learning new technologies and how to utilize them in a customer-facing environment.
• Exposure to working in a collaborative environment and owning customer relationships.
• Organizational and coordination skills with the ability to manage multiple customer relationships simultaneously).
• Be a strong communicator with the ability to articulate ideas, provide feedback and engage with customers at the same time as listening to the customer challenges.
• A proactive mindset to identify issues and find effective solutions quickly.

• Customer Lifecycle: Adopt the customer success strategy across onboarding, adoption, retention, expansion and advocacy across all Morae solutions.
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• Follow a standard approach to deliver customer success plans, developing and utilising CS playbooks, QBR/MBR’s, product insights, and tailoring Success Plays to meet customer success criteria.

• Act as a single point of contact for customer escalations, working closely with delivery teams to mitigate risk.
• Work closely with the renewals team to ensure renewal processes are effective, helping maintain NRR and GRR of the business and collaborating with the sales team on upsell/cross-sell opportunities.
• Conduct routine touchpoints with clients to ensure delivery success.
• Customer Health & Retention : Track and manage customer health KPIs, proactively reducing churn and down-sells, while increasing net revenue per account.
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• Serve as the internal champion for the customer, providing feedback to product and operations to improve the offering.

• Influence future lifetime value through increasing product adoption, customer satisfaction and overall health scores.
• Partner with internal teams to identify expansion opportunities within existing accounts and develop upsell/cross-sell strategies
• Develop referenceable customers and drive advocacy through case studies, referrals and participation in events.
• Create and maintain customer health reporting for leadership to demonstrate the impact of customer success initiatives on business performance
• Cross-Functional Collaboration: Connect with teams across the organisation for a unified go-to-market and post-sale customer experience.
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• Adopt & promote a company-wide culture of Customer Success

• Collaborate with Marketing, Sales & Product teams to drive Customer Success.
• Effectively communicate across the businesses to keep customers engaged and provide feedback
• Share customer insights to ensure business growth