Senior Customer Success Manager

New Yesterday

The Role At mpro5, we’re building something exciting. As a growing AIM-listed SaaS company, we’re seeking an experienced Customer Success Manager who is passionate about delivering exceptional outcomes for our customers.
As a Senior Customer Success Manager, you will take ownership of the customer journey from signature through to renewal. You will act as a trusted advisor on all things mpro5, driving adoption, growing accounts, and ensuring customer retention. You’ll develop an in-depth understanding of your customer base and collaborate closely with teams across the business to deliver an exceptional customer experience.
Key Responsibilities
Build strong relationships with key contacts and gain a deep understanding of their business needs. Coordinate customer onboarding and support the Implementation team in defining success criteria aligned to pain points identified in the sales process. Partner with the Sales team to support renewals. Collaborate with the Delivery team to drive adoption and reduce churn. Identify up-sell opportunities for additional recurring revenue and Professional Services. Act as the voice of the customer, sharing feedback with the business on what users value and where improvements are needed. Champion mpro5, advising customers on features that meet their functional requirements. Develop a deep understanding of mpro5 through hands-on experience and training.
Desired Skills and Experience
5+ years’ experience in customer relationship management for a technology product. Ability to quickly learn and understand complex technical products. Strong problem-solving skills and expectation management. Able to effectively manage a portfolio of customers concurrently. Confident and effective communicator, able to translate technical concepts into clear, customer-friendly language. Proficient in data manipulation (e.g., Excel). Dependable, trustworthy, and committed to delivering results. Strong work ethic with a collaborative team approach. Proficient in customer management and support tools such as HubSpot, Jira, and Zendesk. Positive attitude and willingness to take on a variety of tasks.
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Location:
Royal Tunbridge Wells, Kent, Tunbridge Wells, Kent; Kent; South East England; England, United Kingdom
Job Type:
FullTime

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