Customer Success Manager United Kingdom

SuccessKPI is a global company specializing in AI-rich SaaS analytics and automation for contact centers, focusing on customer success and innovation.

Location: Remote (UK)

Responsibilities

• Understand how customers want to use SuccessKPI and help make these aspirations a reality.
• Be the customer companion on their journey through onboarding, adoption, and success.
• Collaborate across departments and customize responses to customer needs.
• Manage enterprise accounts with annual recurring revenue of $2-5MM, including Fortune 10 and Fortune 50 companies.
• Become the primary point of contact for customers, communicating use case, requirements, and expectations.
• Manage updates in customer relationship management tools.
• Learn technical nuances of customer configurations and support needs.
• Identify growth areas within existing customer base.
• Build expansion opportunities through passive selling.
• Travel as needed for customer meetings, trainings, and company events.

Requirements

• Help customers overcome technical and training hurdles while expanding platform use.
• 5+ years in customer-facing roles such as Sales, Support, Services, or Architecture.
• At least 2-3 years of enterprise account management experience.
• At least 1+ year of technical account management experience.
• Ability to handle escalation management.
• Strong project management fundamentals.
• Passionate about building customer success.
• Proactive change agent and solution maker.
• Proactive helper attitude (Helper Gene).
• Hands-on experience with data warehousing ecosystems (ETL, Data sources, Data warehouse, Data marts).
• Understanding of data schemas (OLTP, OLAP, snowflake).
• Experience with Data and Analytics tools (Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL).
• Familiarity with ETL tools (Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle).
• Knowledge of deployment architectures on-premises and in cloud (AWS, Azure, Google Cloud).
• Experience with contact center management, IVR, ACD, agents, call queues.

Additional Information

• This role is fully remote within the UK.
• Travel required less than 20%.