Customer Success Manager

• Manage a portfolio of enterprise clients across global markets, ensuring a high standard of service delivery and satisfaction.
• Own client renewals, upselling, and expansion opportunities within existing accounts.
• Act as the primary point of contact for all enterprise client matters, coordinating with internal teams to ensure service excellence.
• Monitor client performance, analyze traffic trends, and identify opportunities for optimization and revenue growth.
• Collaborate cross-functionally with Operations, Carrier, and Finance teams to resolve issues promptly and effectively.
• Maintain accurate client data, activity logs, and reporting within the CRM.

Client Success Manager – Enterprise Accounts

• Support daily operations and upkeep of the company's CRM platform
• Manage user account creation, updates, deactivation, and access rights
• Track system performance and flag technical problems
• Ensure data integrity through uploads, clean-ups, and accuracy checks
• Help configure workflows, automations, and custom settings
• Administer Zendesk, handling ticket views, triggers, automations, and user permissions
• Oversee ticket volume and proper assignment
• Produce reports on ticket efficiency and team KPIs
• Streamline Zendesk support workflows
• Deliver initial internal troubleshooting for system queries
• Coordinate with third-party vendors on escalated tech issues
• Participate in testing new features, integrations, and updates
• Document all configurations and procedures

CRM Administrator

• Own and manage the company’s HubSpot / Monday.com environment including contacts, companies, deals, pipelines, properties, workflows, and reporting.
• Maintain a structured and scalable CRM architecture across business units and commercial workflows.
• Ensure CRM acts as the central source of truth for commercial customer data across all SiGMA services and products.
• Define and maintain lifecycle stages, pipeline structures, CRM standards, and data governance practices.
• Ensure data quality, deduplication, and consistent data structures across the CRM systems.
• Design and implement workflows supporting lead management, deal progression, onboarding, renewals, and lifecycle engagement.
• Implement lead scoring, lifecycle automation, and structured pipeline management.
• Analyse and optimise sales and marketing processes across the organisation, identifying operational inefficiencies and implementing CRM-driven improvements.
• Standardise commercial processes across different teams and business units.
• Build dashboards and reporting frameworks for sales performance, pipeline health, marketing attribution, and commercial forecasting.
• Provide clear visibility into commercial performance, pipeline health, and revenue opportunities.
• Manage integrations between HubSpot / Monday.com and internal platforms such as event systems, websites, and other operational tools.
• Collaborate with Product and Engineering teams to ensure consistent data ownership and data flows between systems.
• Act as the internal CRM expert supporting Sales, Marketing, and Operations teams.
• Provide training, documentation, and best practices to ensure strong CRM adoption across the organisation.
• Monitor CRM adoption, data quality, pipeline visibility, and lead conversion efficiency across teams.

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