Customer Success Manager
Elite Technology
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.
- Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.
- Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention.
- Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows.
- Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.
- Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities.
- Perform other duties as assigned to support departmental and company objectives.
Requirements
- Bachelor's Degree in communications, business administration or equivalent experience.
- 3–5 years of experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors.
- Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.
- Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage.
- Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell.
- Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts.
- Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals.
- Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals.
- Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale.
- Ability to travel up 10–25% as business needs require.
- Role requires the following physical capacity: Sedentary: primarily desk/computer work.
- Must be legally authorized to work in United Kingdom; Elite does not provide employment sponsorship for this position.
Benefits
- Competitive Compensation Package
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Tuition Reimbursement
- Parental Leave
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementrisk managementcustomer educationdata analysisSaaSenterprise technologyB2Bcustomer success metricsstrategic partnership
Soft skills
relationship buildingcollaborationcommunicationproblem-solvinginfluencingcustomer engagementproactive strategyadaptabilityfeedback gatheringtraining delivery
Certifications
Bachelor's Degree