Smart Communications.
Customer Success Manager
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Summary
As a Customer Success Manager at Smart Communications, you will act as a trusted strategic advisor, building and maintaining strong relationships with enterprise clients to drive long-term success. Your primary goal will be to foster customer retention and growth, maximise ROI, and encourage advocacy through effective engagement strategies. The ideal candidate will possess a blend of strategic vision and tactical execution, leveraging a deep understanding of client needs to promote product adoption, reduce risks, and identify opportunities for continuous improvement. You will play a critical role in enhancing renewal predictability, boosting gross retention, and optimising utilisation. Your efforts will contribute to shaping a customer-focused engagement model that delivers measurable business outcomes and lasting impact.
About Smart Communications
Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience. With more than 30 pre-built connectors, Smart Communications’ cloud-native platform integrates effortlessly with the world’s most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission-critical customer conversations globally, and driving faster time to value.
Who are you?
You are a dedicated customer advocate with a strong passion for delivering exceptional experiences. You excel in balancing multiple priorities, skilfully forecasting renewals, and anticipating your customers' future needs. Your relationship management expertise enables you to proactively address customer challenges and escalate concerns, when necessary, all while ensuring a seamless, best-in-class experience. Your ability to nurture and strengthen customer partnerships makes you an invaluable asset to our team, driving long-term success and customer satisfaction.
The responsibilities of the role include:
- Cultivate and sustain strong relationships with assigned enterprise customers to drive satisfaction, loyalty, and retention.
- Own renewal processes, ensuring effective forecasting and proactive strategies to retain and expand customer accounts.
- Monitor and report on the health of customer relationships, identifying risk factors and addressing concerns to ensure long-term success.
- Develop and implement strategies to increase Smart Communications' presence within existing accounts, identifying opportunities for growth.
- Advocate for product adoption, driving the usage of key features and promoting best practices to maximise customer value.
- Maintain up-to-date knowledge of product features and relevant use cases to provide informed and effective customer support.
- Proactively manage at-risk customers, offering regular updates and escalating issues when needed to mitigate potential churn.
- Navigate complex, ambiguous situations independently, prioritising tasks and executing effectively in a fast-paced, dynamic environment.
- Build strong executive and technical relationships by understanding customers’ business challenges and aligning solutions with their goals.
- Collaborate seamlessly with internal teams, contributing to a high-performance, growth-oriented culture.
- Take ownership of projects with minimal supervision, deliver results and drive impactful outcomes across complex initiatives.
- Demonstrated ability to influence enterprise-level customers and executive stakeholders, fostering trust and alignment to drive business results.
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Performance Indicators
- Customer renewal rates and logo retention
- Renewal forecasting and opportunity management
- Product adoption and utilisation
- Proactive customer engagement including Success Plans and delivering Business Reviews
What we’re looking for:
Must have skills/experience:
- 3+ years of experience as a Customer Success Manager (CSM) or in a similar role, ideally within a Cloud/SaaS environment.
- Proven success in cultivating strong customer relationships, with a deep understanding of retention strategies and revenue growth.
- Demonstrated ability to influence enterprise customers and executive stakeholders, fostering strong relationships that drive business outcomes.
- Exceptional presentation skills, with the ability to effectively engage and communicate with stakeholders at all levels within an organisation.
- Strong verbal and written communication skills, capable of clearly conveying ideas and influencing key decision-makers.
- Excellent interpersonal abilities, with the confidence to advocate for customers and influence stakeholders effectively.
- Familiarity with the CCM (Customer Communications Management) industry, particularly within core verticals such as Insurance, Healthcare, and Financial Services.
- Proficient in Salesforce, BI tools, and the full suite of MS Office products.
- Track record of consistently meeting or exceeding quarterly and annual renewal and customer satisfaction metrics.
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We look for the following SMART values in everyone we hire at Smart Communications:
- Speak Openly: We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
- Make a Difference: We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
- Agile & Flexible: We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
- Results-Focused: We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
- Teamwork: We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!
What’s the deal?
We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive.
In addition to a friendly and fun working environment, we provide a range of other benefits, including extensive health insurance, income protection, life assurance, subsidised gym membership, leisure travel insurance, pension contribution and 25 days’ holiday allowance plus an additional day off for your birthday!
Located in Covent Garden, our offices are comfortable, flexible, and are always stocked with free beverages and fresh fruit.
This role has a hybrid setup with occasional work from the office required.
So, if we interest you, please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit: https://www.smartcommunications.com/
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