Senior Customer Success Manager (UK)

As a Senior Customer Success Manager (CSM), you will serve as a trusted advisor to our customers, ensuring ongoing success with our platform-based solutions, maximizing their return on investment, and facilitating strong customer retention and growth across our portfolio of products.

We leverage best industry practices and skill development to help team members focus on customer outcomes, deliver beyond customer expectations, and grow through each experience. We respect diversity of thought and encourage team collaboration.

This is a hybrid in-office/work-from-home opportunity out of our Central London office, reporting to the Head of Global Order-to-Cash Success, within our Global Customer Order-to-Cash (O2C) Success team. If you are passionate about creating satisfying customer experiences and want to do it for a company with a bright future, join us at Corcentric Customer Success.

As a Senior Customer Success Manager, you will:

• Serve as primary contact for all Order-to-Cash and Managed Accounts Receivable (AR) client sponsor post-sales activities with a focus on understanding overall client needs, building strong relationships, reinforcing ROI for the solution, developing, and delivering value-add initiatives for today and the future for a portfolio of clients.
• Identify customer-desired business outcomes and relevant metrics, establishing long-term success roadmaps for each customer with regular checkpoints to ensure milestones are achieved.
• Create strategic plans to cultivate and deepen executive relationships, enhancing our engagement with key decision-makers.
• Engage in strategic dialogue with key client contacts at all levels to provide business insight and support, aligning with business objectives and implementing plans to achieve desired outcomes.
• Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence.
• Develop and see-through action plans and initiatives, based on outcomes from business reviews or touchpoints
• Promptly inform management and relevant teams of account risks, health concerns, and issues affecting customer satisfaction or potential churn.
• Conduct routine business reviews with customer executives to assess achievements and challenges and reinforce business value.
• Develop and maintain playbook documentation for client-specific actions and utilize KPI measurements to help adjust activities and recommendations over time
• Identify and track KPIs aligned with client objectives, collaborate on planning initiatives, and implement necessary process, policy, and product changes to achieve objectives.
• Identify areas for growth or additional revenue generation, including upsells, cross-sells, or improved adoption
• Maintain open communication with the Customer Program Manager (CPM) and the Managed Services Team to ensure a unified approach to account management and progress of key objectives.
• Spearhead initiatives to drive customer advocacy, employing strategies to enhance customer loyalty and transform them into enthusiastic references for our products or services.
• Shadow and contribute expertise for projects affecting programs within portfolio, as required
• Collaborate with Product and Development to communicate client requirements for meaningful product enhancements.
• Collaborate with the Sales team on legal aspects, as well as the management and staging of renewals, statements of work, project change requests, and contract amendments.

Requirements

You’ll need to have:

• Bachelor’s degree in business or relevant field (or equivalent experience)
• Experience in a Customer Success Management role
• Experience in a Software-as-a-Service (SaaS) environment
• Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization
• Efficient organizational skills, with a proven ability to think both strategically and tactically
• Strong technical problem-solving abilities
• Demonstrated communication and presentation skills, with experience preparing and effectively delivering customer presentation decks in MS PowerPoint
• Proficiency using MS Excel to analyze and chart data
• Influencing and negotiation skills
• A team-player mindset, with a positive attitude and a record of consistently meeting commitments
• Ability to travel up to 15%

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

• Order-to-Cash (O2C) functional domain expertise
• Accounting or Accounts Receivable operational knowledge
• Managed Services experience

(Psst…Don’t worry if you don’t check all these boxes… we view this as helpful experience that can shorten ramp-up time!)