Marigold

Senior Customer Success Manager

Marigold

full-time

Posted on:

Location Type: Hybrid

Location: United Kingdom

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Job Level

Senior

About the role

  • Responsible for the management of a portfolio of customer accounts to foster long-term business relationships.
  • You’ll be their trusted advisor to fully understand their needs, drive and articulate value, and find ways to solve or simplify any pain points.
  • Own renewals and upsell opportunities, managing commercial discussions and forecasting against a revenue number.
  • You’ll be measured on commercial performance on your assigned customer portfolio.
  • You’ll build excellent relationships with your clients, understand their strategic goals, and develop plans to achieve those goals.
  • You need to make sure our clients get as much as they can out of the system.
  • You should be helping them to achieve their goals.
  • You’ll give them best practice advice, ideas, training, suggestions on how to use the system, and introduce them to new features they may not be using.
  • You’ll be working closely with other internal teams such as Support, Development, and Implementation teams to deal with critical customer issues.
  • You’ll be monitoring the client’s health and anticipating and pre-empting problems and opportunities, documenting the relevant details in internal systems such as CRM.
  • You’ll also be identifying incremental revenue opportunities.
  • You’ll lead the customer renewal process end-to-end, negotiating pricing and organising reviews and approvals with the relevant internal teams such as Finance and Legal.

Requirements

  • Minimum of 3 years of relevant experience in one or more of the following areas: Customer Success, Account Management, Consulting, or Marketing Delivery
  • Prior experience working in a SaaS environment, ideally within MarTech; hands-on experience with email marketing platforms is a strong plus
  • Solid understanding of digital marketing concepts and best practices
  • Commercially minded and structured, with the ability to confidently translate product capabilities into clear, customer-focused value
Benefits
  • Workplace Pension
  • Life Assurance (Death in Service)
  • Medical/Dental/Vision
  • Employee Assistance Program
  • Cycle to Work
  • My Perks at Work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementconsultingmarketing deliverySaaSemail marketing platformsdigital marketingcommercial performancerevenue forecastingnegotiation
Soft skills
relationship buildingcommunicationproblem-solvingstrategic planningadvisory skillscollaborationanticipationorganizational skillscustomer-focusedcommercial mindset