Customer Success Manager

at  Causeway Technologies

ESSENTIAL SKILLS:

• Experience in a Customer Success, Support, or Training environment, preferably within a SaaS provider.
• Prior experience using Salesforce is preferred.
• Previous CAD experience is desirable.
• A proactive approach with a willingness to roll up your sleeves and get involved at all levels.

CUSTOMER EXPERIENCE:

Our customer-centric approach is built on fostering positive relationships, instilling confidence, and satisfaction in every interaction. We value regular feedback to drive service improvement and embody passion, drive, and determination in achieving successful outcomes. We prioritize warm, effective communication and accurate responses to all queries, delivering exceptional customer experiences that encourage retention and referrals.

PURPOSE

As a Customer Success Manager at Causeway, your primary responsibility is to ensure our customers in the UK achieve success from the moment they subscribe to our platform. You will serve as the frontline advocate, delivering a world-class service experience that maximizes customer investment, encourages contract renewals, promotes additional functionality adoption, and fosters positive advocacy for Causeway. You will manage a portfolio of accounts, maintain high-performance standards, and provide tailored support to meet individual customer needs. Additionally, you will champion customer interests internally, leveraging your product and industry expertise to influence our product roadmap, sales strategies, and marketing efforts. With a focus on continuous improvement, you’ll drive initiatives to enhance the customer experience through technology, automation, and data analysis, contributing to strategic decision-making.

RESPONSIBILITIES

• Meet individual and team retention goals for customer contracts, prioritizing long-term client satisfaction.
• Serve as the dedicated Customer Success Manager for assigned accounts, collaborating closely with Business Development Managers to devise effective engagement strategies.
• Spearhead initiatives to drive Customer Success outcomes, including reducing churn, boosting product adoption, driving license growth, elevating customer satisfaction, and bolstering overall health scores.
• Ensure seamless customer onboarding processes, managing installations and offering available training courses to enhance adoption within the critical first six months.
• Facilitate and lead regular customer review meetings to evaluate product adoption and strengthen client relationships.
• Proactively identify upsell opportunities, log leads in Salesforce, and maintain a high conversion rate.
• Provide support to fellow Account Managers in achieving team objectives related to contract retention, lead generation, and renewal.
• Champion process improvement endeavors, focusing on refining onboarding procedures for flawless execution.
• Ensure the accuracy and currency of company systems, including Salesforce Contacts and Freshdesk support tickets.
• Generate reports and conduct analyses of product usage to guide strategic decision-making.