Customer Success Manager
Eleven Eleven
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience
- Build trusted, consultative relationships by understanding customer goals and aligning ElevenOS capabilities to support those objectives
- Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn
- Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs)
- Identify opportunities to expand customer adoption of Eleven Software solutions and collaborate with Sales on upsell/cross-sell opportunities
- Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities
- Work cross-functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer
- Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions
Requirements
- Strong technical aptitude with experience in networking concepts, Wi-Fi infrastructure, topology, or IT environments
- 5+ years of proven experience in Customer Success, Account Management, or similar customer-facing roles, with a focus on relationship management, retention, and growth
- Exceptional communication skills, capable of presenting technical information to both technical and non-technical audiences
- Experience leading executive-level conversations, including QBRs, with Director-, VP-, and C-suite-level stakeholders
- Familiarity with the hospitality industry, MDU space, or similar service-driven verticals is a plus
- High attention to detail with strong analytical and problem-solving skills
- Ability to thrive in a fast-paced environment, balancing multiple priorities across a diverse portfolio of accounts
- Comfortable working across global time zones as needed to support customers and internal teams
- Occasional travel for company meetings or customer onsite engagements
Benefits
- High-impact role within a growing CS organization
- Collaborative team, meaningful customer relationships, and room for career growth
- Mission-driven company focused on elevating the guest and resident experience
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
networking conceptsWi-Fi infrastructuretopologyIT environmentscustomer satisfaction datakey performance indicators (KPIs)customer health monitoringdata analysiscustomer engagement metricsupsell/cross-sell opportunities
Soft skills
relationship managementcommunication skillsanalytical skillsproblem-solving skillsattention to detailconsultative relationship buildingcross-functional collaborationcustomer advocacypresentation skillsability to thrive in fast-paced environments