Job Description

About Our Client

Our client is a trailblaser in the online visual collaboration sector, designed to foster creativity and speed up innovation across various team settings. Their revolutionary platform offers an infinite canvas that supports dynamic workshops, intricate product designs, brainstorming sessions, and much more. With a formidable presence globally, serving over 45 million users—including virtually all of the Fortune 100—our client’s influence is both broad and deep. Founded in 2011, they are not only established but are rapidly expanding, with over 1,500 employees across 12 international hubs.

About the Position

As a Strategic Customer Success Manager, your role is central to nurturing and expanding our customer base by working directly with top-tier Professional Service Providers. You will be responsible for:

• Managing and enhancing the relationships with approximately 20 Professional Services Providers to boost retention and engagement.
• Becoming the go-to product expert, providing guidance and support to customers using your deep understanding of our platform to help them achieve their business objectives.
• Driving customer engagement and product adoption through proactive onboarding, educational initiatives, and continuous support, in collaboration with our Solutions Consultants.
• Monitoring and optimizing customer health indicators, ensuring that each account receives personalised, strategic attention that maximises value.
• Developing and implementing best practices for customer success and renewal to promote long-term satisfaction and loyalty.
• Engaging with customers through regular strategic meetings, including monthly catch-ups, quarterly business reviews, and frequent executive-level discussions.

Candidate Requirements

The ideal candidate will bring a wealth of experience and a proven track record in customer success or consultancy within a professional services environment, with specific skills including:

• 3-5 years of experience in a senior or strategic role within a professional services firm.
• Strong experience managing relationships with large Enterprise clients and influencing senior decision-makers (VP level and above).
• A robust portfolio of successful projects that demonstrate your ability to manage complex, cross-functional initiatives.
• A quick learner with the capability to adapt and thrive in a fast-paced, scale-up environment.
• A proactive, collaborative approach to customer engagement with excellent time management skills and the ability to manage multiple priorities effectively.
• A keen interest or background in the SaaS industry is highly desirable.

What’s On Offer?

This role offers the unique opportunity to join a visionary company that is impacting the global market dramatically. You will gain invaluable experience working in a dynamic, creative environment that encourages professional growth and development. Our client provides a competitive compensation package, comprehensive benefits, and substantial opportunities for career advancement. This position is perfect for someone passionate about using innovative technology to make a significant impact on customers' operational success and overall business outcomes.