Customer Success Manager - Remote, UK

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Remote, UK

Reporting To: Stephen Topp

Compensation: £40,000 - £45,000 / year

Description

We are looking for a proactive, customer-centric Customer Success Manager, who will be the primary contact for a portfolio of our existing customers during their post-sales journey. The successful candidate will be responsible for maximising value realisation for customers in their portfolio, along with customer retention and growth.

Aptem is a rapidly growing remote-first start-up, so expect a dynamic and fluid environment, with all of the opportunities and challenges this entails. The CSM role will suit a proactive person who thrives on using their initiative and is comfortable with ambiguity. The right candidate will be outcome-focused and adept at managing their own time and priorities to work with impact. We are a remote-first company, and this role can either be a remote role based within the UK, or hybrid based in our London office.

Main responsibilities

• Primary post-sales contact and relationship owner for a portfolio of customers
• Accountable for achieving customer outcomes and customer advocacy
• Key role for ensuring customer retention and long-term relationship
• Ensure customers see value in new products and services, leading upsell activities
• Establish and maintain regular customer engagement
• Build and maintain relationships across customer organisations with a mix of operational and strategic stakeholders
• Drive product engagement and adoption, identifying and addressing any barriers to adoption within customer organisations, their clients, or their learners
• Facilitate training for customers throughout their journey, ensuring that new and existing users remain up to date on product functionality and are capable of maximising the value they receive from Aptem
• Work cross-functionally across the business to ensure all …