Customer Success Manager

Who we are

Route Reports is a fast growing, early-stage, venture-backed startup. We develop tech for rail and road companies, allowing them to monitor and maintain their vast road and rail networks faster, easier, and safer.

Our team is London-based with a remote-first approach. Members of the team have the option to work remotely or from any WeWork location.

As we continue to grow, we're looking for a dynamic Customer Success Manager to ensure our clients achieve their desired outcomes and derive maximum value from our products.

What the job involves

• Client Engagement: Building and maintaining relationships with clients; serving as the main point of contact to ensure satisfaction and foster long-term collaboration.
• Onboarding and Training: Guiding new customers through the onboarding process, ensuring they receive comprehensive training and resources to effectively utilize our technology.
• Feedback Loop: Collecting and analyzing customer feedback; communicating insights to the product and development teams for continuous improvement.
• Account Management: Tracking customer engagement and success metrics, creating reports to demonstrate product impact and steer future strategy.
• Sharing Information Within the Business: Prepare and present reports, forecasts, and performance metrics to senior management.

Required:

• 2-5 years of experience in customer success, account management, or a related field
• Proficient understanding of customer relationship management tools and software
• Strong communication and interpersonal skills with a genuine passion for helping clients succeed
• Ability to analyze data and customer insights to drive improvements and generate solutions
• Exceptional organizational skills with a keen ability to manage multiple customer accounts and priorities
• Adept at working collaboratively within cross-functional teams, including operations, product, and sales

Desirable:

• Experience in an enterprise or government industry
• Experience in an engineering industry