Customer Success Manager

Customer Success Manager

Location: UK Hybrid

We’re looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Customer Success Team Lead managing a portfolio of our Strategic clients. Your primary focus will be on nurturing client adoption, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.

Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

What you'll be doing:

Key Outcomes:

• Retain your customers, secure their renewal and hit retention targets
• Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Master Sentiment Analysis: Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
• Own end to end commercial negotiations
• Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals with limited escalations to CS leadership
• Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Develop key stakeholder champions in each of your accounts
• Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
• Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organisations.
• Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.

Key Responsibilities:

• Deliver timely and accurate commercial forecasting - Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
• Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
• Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse.
• Drive Strategic customer adoption and value with visibility and buy-in from key decision makers - Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
• Become a a retail expert and deliver strategic guidance - deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your clients.

About you:

• Experienced - you have relevant experience managing clients within a SaaS environment. Any previous experience within cross channel / email marketing/ ESP is a bonus
• Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
• First class customer success skills - you know how to make clients happy, and go out of your way to achieve this.
• Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel and Google Sheets
• Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
• Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
• Prioritisation - you are meticulous planner and are able to define and deliver against your weekly commitments that drive significant contribution to the Customer teams goals
• Commercially driven - you are comfortable negotiating commercial conversations ideally having ran renewal and expansion opportunities end-to-end in your previous roles

Why join Ometria?

One of our values is “It's awesome to be here”, here are some of the reasons we love working here:

• Team of amazing people
  We are committed to hiring the right people and maintaining our culture as we grow.
• Making sure you’ll have an impact
• We’re solving interesting challenges and you’ll have a say in how we solve them.
• Supporting learning and development
  We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles
• Going above and beyond to help each other
  We’re all part of the bigger picture. We love helping each other and celebrate success together.

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
• Professional Development Fund