Customer Success Manager
Who we are
MRM is a marketing technology company providing industry leading web-to-print software to global drinks brands such as Bacardi, Carlsberg, Diageo, Molson Coors and Pernod Ricard. Our innovative Brand Creator platform enables sales people to quickly and easily support their customers with customised drinks menus and point of sale materials proven to increase sales through improving visibility at the point of purchase. Our mission is to provide technology solutions that save time and reduce admin, increasing productivity across entire sales teams.
At MRM, the success of our customers is absolutely vital to the long-term growth and success of our business. MRM will not succeed unless our customers are receiving significant value from using our software platform and services.
Due to significant international growth our business is scaling rapidly and as a result we are hiring for this new, senior commercial role ultimately responsible for owning and expanding revenue from the existing customer base. The Director of Customer Success will oversee our existing Customer Success team and processes, reporting directly into and working closely with the CEO.
Working closely with key stakeholders in the customer organisation, you will drive changes within the customer organisation, focusing on driving transactional revenue through the customer journey, to increase product usage and understanding.
The ideal candidate for this role is someone that has experienced life in a fast-growth, high paced SaaS scale-up who can bring all their experience of what does and doesn’t work as we continue to grow our customer base. In particular, we’re looking for someone with experience of installing and implementing scalable customer engagement tools and processes within a growing technology business.
The ideal candidate will need to identify strongly with our 3 core values:
Integrity - do what you say you are going to do.
Responsibility - take ownership and pro-actively look for opportunities to add value.
Customer Focus - understand our customer’s needs and exceed their expectations.
Where We Are
Our development team is based in CodeBase, at the heart of the Edinburgh tech scene. Our head office is based in Alloa where we provide customer service and produce the physical marketing materials that are created using our software.
Be the primary owner of enterprise customer relationships from the point of sale, demonstrating success by achieving/exceeding account objectives such as transactional revenue and product usage.
Be responsible for developing customer specific strategies to increase product adoption for your enterprise customers and use what you learn to help create best practices that are transferable to other accounts.
Attain invaluable product feedback that you will relay back to our product managers and engineering teams to constantly improve our products.
Promote a customer-centric mindset across the company and align initiatives across cross functional teams.
Drive new business growth by generating advocacy and customer references
Identify up-sell and growth opportunities and collaborate with sales and product teams to ensure growth attainment.
Measure effectiveness of Customer Success programs through metrics, dashboards and operational reviews.
Establish trusted advisor relationships with client coaches and executive sponsors, ensuring that activities are closely aligned with the customer’s business strategy.
Demonstrate the business value of the product suite, acting as a product evangelist and exhibiting domain knowledge of the drinks industry.
Responsible for introducing automated customer success and support software and processes.
Strong empathy for customers and a passion for revenue and growth
Experience in implementing and managing a process-based operation
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Passion for developing and mentoring CSM talent
Strong analytical and problem-solving skills
The ability to think big but also to execute well
5+ years experience in a B2B environment (SaaS experience preferred) where you have interacted directly with enterprise clients and managed the relationship.
5+ years in customer success with at least 2+ years of experience scaling and managing a successful CSM team
Track record of exceeding targets and achieving customer success outcomes (revenue, account growth, up-sell/cross-sell).
A firm grasp of how large, complex enterprise businesses work, experience navigating enterprise customers to achieve customer success outcomes.
Experience in large scale change management within international organisations
Foreign language skills
Experience in the hospitality or drinks sector
Experience dealing with large multinational organisations
30 days holiday including 8 bank holidays
Cycle to work scheme
Personal training and development budget
Bonus linked to company revenue growth
Please note that this role can be located at either our Alloa or Edinburgh office.
Job Type: Full-time
Salary: £45,000.00 to £55,000.00 /year
Apply via email to firstname.lastname@example.org