Digital Customer Success Manager

We are rapidly scaling, and our client base is growing, so we are looking for a Digital Customer Success Manager to join our Customer team. You will report to our Head of Customer Success and will be responsible for driving Gross Revenue Retention (GRR) for a large portfolio of accounts. You will ensure your clients have a fantastic experience (post onboarding) with BI, demonstrated through high NPS and C-Sat. You will do this through building a proactive digital communication strategy with the customer’s goals in mind. You will use technology and automation to streamline the customer’s experience, continuously improving upon each step within each phase of the customer’s journey. 

What is the remit of the Digital CS team? 

• Responsible for the long tail of customers 

• Build a scaled CS lifecycle to drive engagement and happiness for many customers in a highly efficient way

• Achieve the highest possible Gross Revenue Retention by preventing churn through CS assisted digital interaction 

• Identify potential growth and referral opportunities within our book of business 

What will you be responsible for? 

• Manage a large book of business of 50-100 customers 

• Design and launch processes, workflows, and automations that drive internal efficiencies, level up the effectiveness of our Customer team, and deliver greater value to our customers

• Manage and negotiate renewal opportunities to maximize customer retention

• Utilize software tools to keep customer records up-to-date and facilitate efficient communication 

• Maintain consistent digital interactions with customers, providing support and assistance as needed

• Analyse customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience

What is the opportunity? 

• Work within the digital side of CS, a rapidly growing part of the industry 

• Gain experience with M&A, working through the integration and process development for acquired customers 

• Potential to grow into being a line manager for more digital CSMs in the future, as we scale 

• Work in a high growth, rapidly scaling organisation, where you can make a huge difference 
• Collaborate across the organisation to bring the best possible experience to our customers 

What are we looking for? 

• Solution-driven problem-solvers who consistently look for ways to improve our digital strategy through identifying solutions for customer challenges and causes of churn 

• Enjoy and tend more towards the operational, programmatic and process driven side of Customer Success 

• Can analyse data to spot trends, identify issues and understand where customer engagement is needed 

• Passionate and excited to become an expert in leveraging automation, AI and technology 

• Proven track record of collaboration  

• Customer-centric and driven by demonstrating BI's value both in the product and more widely 

What are the requirements? 

• Bachelor’s degree or good A-levels (or equivalent), with additional experience. 

• A solid base of customer success management experience, with experience in digital or tech touch roles. 
• Experience using pin software such as Gainsight, PlanHat, Vitally, ChurnZero, Totango and Salesforce (or similar).

• Strong multitasking abilities in a fast-paced environment. 

• Self-motivated learner with technical orientation and the ability to quickly learn new concepts. 

• Excellent written and verbal communication skills. 

• Independent learner with the ability to adapt and understand concepts with agility. 

• Strong problem-solving and critical-thinking skills. 

• Ability to prioritize tasks and manage time effectively. 

• Breadth of experience across CS preferred.
• Experience in governance or financial services is a plus.

• Competitive salary & pension scheme
• Personal performance bonus
• 26 days holiday each calendar year
• Bupa health & dental cover
• Group life insurance
• EAP; AIG Smart Health and Bereavement Counselling & Probate Helpline
• Regular training & development, mini MBA series, lunch & learns
• Travel card loan & cycle to work scheme
• Competitive parental policies
• Gym membership discounts
• Monthly company socials