Customer Retention Manager (Customer Success)

Our client is an award winning provider of enterprise level websites, intranets, portals and digital transformation solutions, and is well known in the public sector for its scalable software and creative solutions. As the business grows, they want one person to own customer success across the whole lifecycle: the person every customer feels heard and supported by, and the reason they stay.

What you'll do

• Build trusted relationships with customers and their executive sponsors, and understand what success looks like for each one.
• Own every renewal, planning at least six months ahead and taking each one through to a successful close.
• Create customer success plans and run benefit realisation reviews with the Account Managers, so customers get the most from their investment.
• Drive adoption with the right features, training and guidance.
• Run the CSAT and feedback process and turn what you hear into improvements.
• Turn happy customers into champions through stories, references, case studies and events, working with Marketing and the Success Team.
• Keep a clear view of customer health and the renewal pipeline in the CRM and collaborate with Account Managers on appropriate opportunities to extend services.

What winning looks like

• Renewal rate and retained customer revenue
• Renewals with a documented pl...