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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £25000 - £28000
Sector: Management  
Type: Permanent
Posted: 07/01/2019
Customer Success Manager Ronald James Group 2019-09-17

When our client made the switch to a tech only provider much research was done to work out what the Project Manager/Account Manager role might look like.  Running a subscription model, as they do in a SaaS business, means that a key measure of success is reduced 'churn' and therefore the proactive management of churn is essential.  Clearly establishing required outcome and delivering to desired outcome is key.  The onboarding process and defining success milestones offers our clients' the opportunity to remain engaged with their client every step of the way.  This way they will always know when the client business needs are changing, expanding, and be ready, proactively, to introduce new products and maximise upsell opportunities or re-train in key functionality most relevant to the client needs.  In a SaaS business, getting the sale is the starting line and not the end goal.The customer's proficient and continued use of the product maintains engagement and therefore subscription fee. 

With the departure of the current Customer Success Manager at the end of June 2019, they have an opportunity to look at the commercial function and begin to prepare it for a ramp up of the Nucleus portfolio and the introduction of additional product offering. They would propose now clearly define the Customer Success Manager role of managing the client relationship end to end. Then supporting this with amore tech focused Customer Success Engineer/Specialist role.  Someone who understands the product and what it can do technically within each target organisation in order to 'solve the problem' they are presenting.   


  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

Could this be the role for you?

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