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Senior Customer Success Manager

Salary: £50k PLUS Share Options

Seniority Level: Senior

Employment Type: Full-time

Location: Remote role, GMT (UK) time zone

Are you an experienced Customer Success Manager looking to join a fast growing scale up SaaS organisation with limitless potential in the Entertainment technology space?

With team members across the globe including USA, Brazil, UK, Greece, Poland, Australia, Serbia, Ireland, the Philippines and Ukraine we were designed from the ground up to operate as a global distributed team. With a dynamic culture that celebrates team and individual success, we’ve got lean teams of super-smart, super-hard working, colleagues who collaborate closely to produce a valuable service for an industry we’re passionate about. We work with some of the biggest, most dynamic technology and media companies in the world and we love working with them and pushing ourselves to achieve greater outcomes.

We are committed to diversity and the principle of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, colour, religion, sex, national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, or any status protected by the laws of England and Wales.

What you’ll do

The Senior Customer Success Manager is an integral part of a small Customer Success (CS) team we want to grow rapidly. The Senior Customer Success Manager will develop and grow a positive customer experience, support brand loyalty and upsell new products. They will help expand the CS team alongside the head of CS and be working alongside the senior management team to promote retention of customers and a highly positive experience with our services.

Senior CSMs must leverage their knowledge of company offerings and the customer’s business and their skills in structured and creative problem-solving.

As a senior member of the team, you will be responsible for the more complex, large or high potential customers where we may be facing bigger challenges in order to ensure the highest level of Customer Satisfaction.

The ideal candidate for this role should be able to:

  • Delight clients with their knowledge of the client’s business and their products with a personable manner and positive attitude.
  • Engage with each client to understand their needs and wants and feed this back to our product managers.
  • Grow our revenue by being able to help each client gain more value from the platform through regular training, weekly calls and client visits (whenever that will be possible).
  • Lead strategic success planning for key clients
  • Collaborate with technical teams on suggested improvements based on customer feedback
  • Help recruit and train additional CS team members

The Senior Customer Success Manager will work closely with other departments and will analyze data involving customer reviews and experience with products or services. Individuals must be passionate and demonstrate perseverance in the face of adversity. We are a scale up and expanding globally. You’ll be working across global time zones with US West, East Coast and European clients.

See also: Careers · Open Roles

Requirements

  • 7+ years of experience in customer success positions strongly preferred.
  • Experience working within a scale up preferred.
  • Exceptional ability to communicate and foster positive business relationships.
  • Technical aptitude in order to use our solution.
  • Accountability and personal organization are essential.
  • Experience in managing a diverse group and training each according to company standards.
  • Experience analysing and optimizing the existing processes in the Customer Success department
  • Ability to quickly gain a deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Proficiency in Google Docs, Slides, Gmail, Zoom, Slack and more
  • Skills in Tableau, data analysis, Excel, pivot tables are all valuable
  • Interest in Technology, Film & TV, e-commerce, data all helpful

Why you’ll love working here

We’re a genuine group of talented and helpful people. We care deeply about building an excellent team which is inclusive no matter who you are, within a friendly and respectful culture. We’re also ambitious and thrive on challenges that other teams fade from. We’re passionate about our work and love to persevere and solve problems. We love listening to our client’s needs and then surprising them with our amazing products.

We’re a distributed team working from the UK and Europe (GMT +/- 2 hours) and West Coast USA and South America, with a belief in autonomy, responsibility and trust. That means a flexible schedule and the room to get your head down and produce excellent work. If you need to do the school run, or go for a walk to think through an idea – we trust you to do your work however you do it best. Life at Looper is about outcomes.

We are committed to diversity and the principle of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, sex, national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, or any status protected by the laws of England and Wales.

How to apply

To apply for this role please send your CV to enquiries@looperinsights.com, along with a covering letter introducing yourself.