Customer Success Manager - #1724683

We're looking for a dynamic Customer Success Manager to join us.

Salary: £40,000 - £55,000

Reporting to: Shane Foley, Head of Growth & Partnerships

Location: Flexible, hybrid, in our Old Street, London office at least 2 days a week

About Us

We are a growing scale-up, with a presence in most major UK cities and a growing international presence.

We empower cities by providing local authorities and transport organisations with the detailed, highly accurate, data-driven insights they need to make informed decisions to support their sustainability goals. Having won industry and national awards every year since our founding, we bring the latest academic research into practical, real-world environments, making data-driven change happen faster than anyone else.

You can read more about our values and what it's like to work at VivaCity.

About The Role

A Customer Success Manager’s (CSM) mission is to ensure clients achieve their desired outcome (and more) with our product. This will entail coordination across a number of other teams, being a primary point of contact for day-to-day (non-commercial) queries, while also resolving a number of the questions directly.

The outcome of this role is to increase client satisfaction, engagement, and ultimately sales and growth within an existing customer base.

As a CSM, you know the product and what it can do, inside out. You are an expert resource in the scoping of new projects, understanding what data is needed and advising on how we get there together.

Key priorities for this role include:

• Tactical, reactive response to client queries Owning client deliverables
• Regular contact with clients
• Finding new ways to add value for clients
• Being the voice of the client for internal stakeholders
  
  
  

The CSM will work directly with our existing Technical Account Manager (TAM) who currently manages customer satisfaction for our enterprise accounts, where the CSM will learn from and replicate these tasks, skills and scope to adapt to a larger group of small to mid-market accounts.

Key Requirements:

• Minimum of 2 year's experience in a client facing role working with technical projects and data
• Excellent team working skills and the ability to work with a diverse range of people. A sociable nature, able to build relationships quickly with prospects
• The ability to manage different priorities simultaneously, with excellent time and task management based on urgency
• Experience managing and planning for renewals
  
  
  

Desired:

• Passion for Active Travel, Urban Planning and Mobility
• Experience in the transport industry, understanding the various problems cities and authorities are trying to solve
• Experience working with and/or managing public sector accounts
• Experience with Pipedrive and/or other CRM platforms
• Experience with a Customer Success platform or familiarity with Health Scoring, Impact Plans, etc
• A good understanding of core Customer Success practices and how they related to customer growth
  
  
  

Who you are:

• You have a positive, result-driven attitude, with the ability and desire to grow partnerships with internal and external stakeholders.
• You are detail oriented; you take pride and ownership of making a single source of truth for client and project details
• You are a technically minded individual with a desire to match up our technology with a problem that our customers are trying to solve
• You are familiar with APIs and data insights able to explain to both technical and non-technical audiences
• You can grasp different use cases and identify both the ways our technology applies to them and turn that into an action plan
• You’re process driven: this role requires multiple touchpoints across multiple accounts and needs solid processes and systems in place to deliver to a high quality
• You are able to present to different stakeholders on a range of issues, from specific product features, to more strategic topics
• You have a commercial mindset; identifying opportunities for the business and client to grow together
  
  
  

What we offer:

• 25 days of holiday
• Flexible working hours and work from home
• Up to 30 days per year work from abroad
• Up to 3 flexible bank holiday days
• 3% employer pension contribution
• £200 total working from home budget
• Enhanced parental leave
• Up to 3 ‘childcare’ or ‘dependant’ days per year
• Mental health support through Spill
• Discounted gym memberships through GymFlex
• £50 per person per quarter team social budget
• Additional entertainment budget and company parties
• Office food and drinks
• Optional Bupa healthcare and dental care through salary deduction
• Eye care vouchers
• Seasonal Flu jabs
• Cycle to work scheme
• Payroll giving through salary sacrifice
  
  
  

We know that diverse ideas and perspectives drive innovation and make us better. We are creating an environment where everyone, from any background, can do their best work. We're an equal opportunities employer and all applications will receive consideration for employment without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, or social background. If you need any reasonable accommodations to help you perform at your best during the application process, please let us know

We offer flexible working policies and a benefits package that includes a personal development budget, cycle to work scheme, and regular, varied events. This is an exciting opportunity to take an active part in shaping the future of an energetic company dedicated to revolutionising the way our cities work.

You don't need to have done all of these things before, but to excel in this role you will need to be keen to learn and comfortable working in a dynamic, fast paced environment. If you're close to what we're looking for, please consider applying. Experience comes in many forms, skills are transferable and passion goes a long way.