Computer Office Work

Customer Success Manager

We are looking for a Customer Success Manager who is passionate about building relationships and can offer best-in-class customer service.
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About Recite Me

In today’s digital age, we believe everyone should be able to access web content in a way that works for them.  Our mission is to make the online world accessible for all.

And we’re not alone in this journey!  Over 500 organisations already use our software to enable greater accessibility for their online content, products or services.   

We’re passionate about our cause and our product.  As we move from scale-up to market leader, we need help to achieve our ambitious plans.  Which is why we’re looking for an experienced, process-oriented Customer Success Manager.

About the Role

This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion in building relationships and can offer best-in-class customer service.

Working closely with the CSM Team Leader, you will be involved in onboarding new clients, account reviews, and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.

In this role you will:

  • Take new clients through the onboarding process. Working closely with sales, marketing, and the technical team to ensure clients are ‘launched’ on optimal terms

  • Good understanding of websites and familiar with the different platforms such as HTML and WordPress

  • Own the client journey from sale to renewal (and beyond)

  • Help define and deliver account reviews and appropriate communications to ensure client satisfaction

  • Create opportunities for revenue growth

  • Ensure clients renew on the same or better terms

  • Use all data and relevant resources to create compelling client stories to amplify our success

About You

We’re looking for great characters with the right attitude and aptitude. 

Here are a few things you’ll need to be able to demonstrate…

  • Min 2 years experience in a similar role B2B role (Customer Success, Account Management, Customer Service)

  • Being able to handle a range of different tasks so being organised will be key with strong administration skills

  • Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email, or face-to-face

  • Ability to work independently and thrive in a process-driven, task-orientated, team environment

  • Comfortable producing reports and data analysis

  • Quick and capable learner, a thirst to be an expert in your field

  • Evidence of establishing and maintaining exceptional client relationships that fuel growth

  • Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email, or face-to-face

  • Excellent time-management, able to prioritize key tasks, manage multiple conversations whilst never letting an opportunity slip

  • Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital world

  • Experience of working in SAAS/Tech start-up is highly desirable

Location

Hybrid 3:2 Office/Remote, Newcastle/Gateshead Quays HQ

Benefits

  • Great culture & working environment – awesome views of Newcastle Quayside  

  • 30 days annual leave including Bank Holidays

  • Pension & Healthcare 

  • Childcare voucher scheme

  • Genuine Meritocracy

  • Fun social scene

Hours

8 hours per day Flexible start (08:00-10:00) and end times (16:30 – 18:30)

Remuneration

£25,000 - £30,000

+ Quarterly bonus on revenue growth