Customer Success Manager

If you are business-minded with a customer-first attitude, are committed to building long-term, trusted relationships with customers and team members, and have B2B experience in enterprise software industry then Electrum’s customer success manager role will be perfect for you. You will nurture customer loyalty and guide customers to realise success from our products. You will work within the Customer Success vertical and be the bridge between our sales and support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.

**What will I do?**

A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' _Electrum champion_ and their first point of contact, you will:

- Regularly share detailed insights into their systems and live services
- Build awareness of our customer’s roadmap and vision and Electrum’s product offering
- Identify opportunities where customers can benefit from expanding their usage of Electrum’s products and services
- Limit churn and help customers implement operational efficiencies
- Focus on maintaining monthly revenues and help improve net revenue retention

Our customer’s success is your success.

In your first 3 months you will:

- Create a compliance matrix to capture our contractual commitments to customers and how we are performing against our commitments
- Work with the Sales and Application Support teams to track our SLAs per customer (e.g. first time response, resolution time & uptime)
- Work with the Sales team to prepare monthly customer reporting packs (internal and external audiences)
- Shadow monthly customer operational meetings with the aim to own them

By the end of year 1 you will:

- Be the first point of contact for at least 3 of our customers and be the voice of these customers within Electrum
- Support the Sales team in onboarding new customers (contracting, billing, etc)
- Create and present monthly operational reports
- Own the scheduling and content of the monthly customer operational meetings
- Work with the Sales team to improve the customer’s lifetime value through awareness of their goals to identify areas for opportunity within Electrum’s core product offering
- Work with the delivery and support teams to actively manage the internal and external communication of go-lives, issue resolution of existing services, and remediation of system failures
- Proactively reach out to our customers to ensure they are well informed about the current state of their business
- Have processes and documentation in place to onboard a fellow CSM

**Requirements**:

- University degree in technology or business
- 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
- Experience in handling multiple large customer accounts simultaneously
- A proven track record of limiting churn in customer accounts and improving growth
- Knowledge of customer success processes
- Deep empathy for customers balanced with the interests of Electrum
- Passion for service improvement
- Strong problem solving and communication (written and verbal) skills
- Accountability and level headedness
- Ability to integrate data from different sources
- Ability to position technical solutions in a business context

How do I increase my success?
- Having experience in the Payments industry
- Having a proven track record of improving net revenue retention

**Benefits**

We have created an high-performance culture where you can expect:

- Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else.
- Transparency - We openly discuss strategy, finances, salaries and other major decisions.
- Autonomy - We know you'll be able to make good decisions if you have good information, and we trust you.
- Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services.
- Work-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to k