Product Customer Success Manager

About the role

A remote customer success role ensuring a messaging platform is deployed effectively so clients gain the expected benefits. The manager works with client stakeholders and internal teams to grow accounts beyond the current contract.

What you will do

• Understand each client contract in detail so it is fulfilled correctly and problems are avoided
• Design journeys that meet contract volumes, add client value and use platform strengths
• Maintain a strategic client success plan built on the client's business drivers
• Coordinate client activities, enquiries and escalations, and document technical configuration needs
• Help clients adopt relevant features and identify growth opportunities
• Deliver quarterly business reviews and provide technical, security and delivery guidance

What they look for

• An undergraduate degree or equivalent relevant experience
• Project delivery experience in IT or a customer-facing setting
• Process mapping and business requirements skills
• Strong commercial awareness and numeracy, with data analysis in Excel or similar tools
• Relationship management experience and strong verbal and written communication
• Experience working with large corporates and their processes

Nice to have

• A postgraduate degree in a technical or business subject
• A project management qualification
• Experience creating business cases
• Data analysis with advanced tools, or fluency in another language