Customer Success Manager

As the Customer Success Manager, you will develop, design, and manage all aspects of the partner and end-customer success function at Previsico. This includes building a customer success mission, implementing processes, defining KPIs, and collaborating with other departments to ensure customers achieve desired outcomes with our solutions. You will create and develop the customer success function, ensuring all efforts align with our business goals of customer retention and revenue expansion.

You will be responsible for managing a growing team, tracking customer value attainment, facilitating onboarding, identifying expansion opportunities, and overseeing escalations to ensure seamless delivery of services. Your success will be tied to achieving measurable outcomes, including upsell revenue and customer retention.

This is a rare opportunity to be part of the early success in a fast growth business. You will be rewarded with a competitive base salary, commission and long term incentives through options.

 Customer Success Strategy Development:

• Develop and implement a comprehensive customer success strategy both for partners and end-customers, focused on customer retention and expansion.
• Create customer success processes and best practices that scale with Previsico’s growth.
• Define KPIs and metrics to measure customer success, including upsell growth, ROI, churn reduction, and customer health scores.

Team Leadership & Cross-Functional Collaboration:

• Lead and mentor a growing customer success team, setting clear expectations and fostering a customer-centric culture.
• Collaborate with cross-functional teams (sales, product, engineering, research) to advocate for customer needs and improve service offerings.
• Champion voice of the customer internally, relaying feedback and insights to product and development teams to influence product evolution.

Customer Retention & Upselling:

• Develop and maintain strong relationships with key customers to ensure high levels of retention.
• Identify upsell and cross-sell opportunities aligned with customer needs and business objectives.
• Work closely with the sales team to identify and execute on expansion opportunities within existing accounts.
• Support sales process by providing demo’s of our solutions, explaining their applications, collaboratively developing ROI calculators and manage and successfully deliver customer pilots

Customer Health & Advocacy:

• Proactively monitor partner and end-customer health and satisfaction, taking actions to mitigate risks and maximise outcomes.
• Drive customer advocacy, turning satisfied customers into strong references and case studies.
• Establish regular check-ins, product reviews, and value realisation sessions with key partners and end-customers to ensure they are receiving maximum value from Previsico’s services.

Onboarding & Training:

• Oversee and optimise the end-customer onboarding process to ensure smooth and efficient transitions for new end-customers.
• Provide tailored training and resources to ensure end-customers can fully leverage Previsico’s flood forecasting solutions from day one.
• Ensure new partners and end-customers understand the full potential of Previsico’s services, driving engagement early on and reducing churn risk.

Issue Resolution & Support:

• Lead efforts to provide proactive support to end-customers before, during, and after a flood event, ensuring that they have the necessary tools and resources for effective flood management.
• After an event, ensure team follows up with end-customers to review outcomes, collect feedback, and identify areas for improvement in the customer experience.
• Ensure team acts as the escalation point for any customer issues or concerns, working with internal teams to ensure timely resolution.

Reporting & Analysis:

• Regularly report on customer success metrics, highlighting trends, risks, and opportunities to the leadership team as well as sales.
• Utilise data and analytics to continuously optimise customer success efforts and improve service delivery.

• Proven 5+ years working experience as a Customer Success Manager / Lead preferably in a SaaS startup environment.
• Proven track record of successfully managing customer success teams resulting in ROI, upsell and minimum churn mastery.
• Proven track record of independently selling services/solutions to large enterprises from lead generation to discovery, qualification and negotiation.
• Ability to independently drive the development of the function at Previsico from scratch.
• Ability to build rapport with senior stakeholders.
• Strong preparation, time-management, and organisational skills.
• Strong analytical and organisational skills with a curiosity for better understanding clients and their issues.
• Clear written and verbal communication skills, along with the ability to craft compelling presentations and case studies.
• Numerical abilities and problem-solving attitude.
• Proficiency in MS Office and CRM software (Hubspot).
• Proficiency in English and right to work in the UK.