Customer Success Team Manager

Are you a tech savvy, problem solver that’s customer focused and SUCCESS driven? Then further your career with the fast-growing SaaS business that is transforming employee and student engagement. Great company culture, award winning product and performance related pay…

The Role

We are looking for energetic and driven Manager for our ever expanding Customer Success Team. Reporting to the Head of Sales & Customer Success, you’ll be confident in personnel management, team recruitment, coaching and motivation. You’ll manage, grow and develop Vevox’s team of Customer Success Managers & Representatives to support and grow our significant existing customer base in both usage and revenue across all target markets. You will be responsible for the retention and expansion of existing accounts. As the Vevox business and team continues to grow, you will be responsible for structure the CS function to continue to deliver on its mission. You will also be required to give presentations and represent your company at industry events and on webinars. The successful candidate will be charged with creating a ‘One Team’ approach to Customer Success across Vevox and work to deliver a consistent, scalable and repeatable experience for all our customers.

Key responsibilities

  • Ultimately owning the ‘number’ for the Customer Success function
  • Recruit new and manage existing CSMs & CSRs
  • Coach and develop the CS team members
  • Building best practise processes and documentation 
  • Work with Leadership to develop and deliver Vevox’s CS strategy
  • Work with Marketing & Product Teams to deliver on CS strategy
  • Own strategy for customer retention and expansion
  • Extending customer LTV
  • Ensuring the delivery of world class 1st line support to our customers
  • Ensure quality communication with customers through a variety of channels including Phone, Email, Social media, Video, etc
  • Ensure CS team maintains an up-to-date and accurate CRM (Salesforce)
  • Ensure CS Team continues to deliver on Vevox’s 3rd party review site targets
  • Owning the identification and collection of Vevox Success Stories

KPIs

  • Customer retention rates
  • Revenue retention rates
  • Expansion revenue targets
  • User & Usage increase
  • 1st support function efficiency (response & resolution)
  • Development and progression of CSR’s & CSM’s
  • Customer reviews on 3rd party review sites
  • Vevox Success Stories

You will need...

  • To be HIGHLY motivated.
  • 2 years proven experience in Customer Success Management.
  • 2 years proven management experience.
  • Excellent communication skills - both written and verbal.
  • To be a great team player, confident and great with people.
  • To be able to intelligently question and consult with professionals of all levels.
  • Tech and social media savvy.
  • A degree (preferable).
  • B2B SaaS/Software sales experience (preferable).

Why join us

  • Competitive salary based on experience + target-based commission structure
  • Thorough training and continual coaching and development
  • Company phone and laptop
  • 25 days holiday + bank holidays + your birthday off!
  • Flexible working hours
  • Remote, office & hybrid working
  • Company social activities
  • Contributory Pension Scheme
  • Free parking (at Chiltlee Manor)

About Vevox

Vevox brings out the best in presenters and audiences, giving everyone an equal chance to be heard. Award winning and adopted by 1000’s of global corporations and universities. Vevox has established itself as a much loved real-time audience engagement app for the workplace and classes. Read more on about page. Vevox is a subsidiary of the parent company Auga Technologies

Vevox is rated

The Vevox Team 

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