Manager Customer Success UK (Saas) at vitruvi

Who we are

Vitruvi Software is growing! With hundreds of billions of dollars being spent building fiber networks to support the explosion of broadband demands and connected devices—IoT, 5G, smart cities and smart grid, our addressable market is significant. We are transforming the telecom (wireless and wireline) telecom industry through our cloud-based construction management platform. Our customers have a need (knowingly and unknowingly) to partner with Vitruvi to manage these complex projects. By fully integrating the entire construction ecosystem on a modern cloud-based application, our clients can deploy networks at a lower cost, on a more predictable schedule, and with decreased requirements for working capital. We truly are “Powering the build-out of a connected world”.

About this position

As the Manager of Customer Success, you will lead and oversee the customer success function, playing a pivotal role in building and maintaining strong customer relationships, driving customer satisfaction, and ensuring the long-term success and growth of our customer base. You will collaborate closely with cross-functional teams to shape the customer experience and influence product and service improvements.

About you

You are an experienced CS leader with a strategic and growth mindset who is passionate about technology and creating relationships. The Manager of Customer Success plays a critical role in driving customer satisfaction and long-term business success.

Responsibilities

Strategic Leadership:
Develop and execute the overall customer success strategy in alignment with the company’s goals and objectives.

Define key performance indicators (KPIs) and set goals for the customer success team.

Provide strategic direction and leadership to the customer success team, setting clear objectives and priorities.

Team Management:
Lead and manage a team of Customer Success Managers and other customer-facing roles.

Establish performance expectations, provide coaching and mentoring, and foster a high-performance team culture.

Customer Relationship Management:
Oversee the management of customer relationships at various levels, including key accounts.

Ensure that the team is effectively managing customer communications and expectations.

Act as an escalation point for complex customer issues.

Customer Engagement:
Develop and implement customer engagement strategies that ensure proactive communication, education, and value delivery to customers.

Oversee the planning and execution of QBRs (Quarterly Business Reviews) and other customer engagement activities.

Customer Advocacy:
Champion customer success initiatives and promote a customer-centric culture within the organization.

Identify and nurture customer advocates and references.

Customer Retention:
Drive customer retention strategies and initiatives across the customer base.

Monitor and manage customer health and intervene to address at-risk accounts.

Data Analysis and Insights:
Utilize customer data and analytics to gain insights into customer behavior, needs, and preferences.

Make data-driven decisions to refine customer success strategies and improve the customer experience.

Cross-functional Collaboration:
Collaborate closely with Sales, Marketing, Product, and Support teams to ensure a coordinated and seamless customer journey.

Share customer insights and feedback with relevant teams to drive product enhancements.

Support Vitruvi’s culture and align with Vitruvi’s values

Job Requirements

Bachelor’s degree in Business, Marketing, or a related field (Master’s degree preferred).

Extensive experience in customer success, account management, or a related role, with a proven track record of leadership.

Strong strategic thinking and decision-making abilities.

Excellent communication and interpersonal skills.

Proficiency in customer success software and CRM tools.

Deep understanding of customer success best practices.

Experience in a technology, SaaS, or subscription-based industry is a plus.

Willingness to travel up to 30%.

What we offer

A vibrant, dynamic and fast-paced work environment.

Competitive salary and performance-based bonuses.

Professional development opportunities.

Flexible work arrangements.

Company culture that values innovation and customer-centricity.