Customer Success Manager

Imagine….you’re working as a Customer Success Manager for a software company based in the heart of Brighton. You are part of an awesome team who have your back at every turn and you spend your days advising our portfolio of amazing brands, helping them to get the most out of our product. 

You’re autonomous and hands-on, bringing skills and new ideas that are not only welcomed but celebrated.

At the moment you’re working from home and it's no problem, because the company’s forward thinking, mature and flexible approach to remote working makes it an absolute breeze. Your new team can’t wait to meet you virtually, and when you can meet in person, you’re sitting with them in an office located on the 9th floor with stunning views of the sea and the South Downs. 

We hope in the near future, you’ll have the option to work flexibly between home and office and when you do come in, you’re both amused and mildly irritated by the temperamental lift (it all depends if you get stuck in it...which is rare). But you know what? It’s not that much of a deal because it’s more than outweighed by the company’s inclusive culture and desire for your working day to be inspiring, fulfilling and productive. 

If you’ve been searching for a Customer Success role in Brighton and beyond...you've found it.

Who we are

Bright is the company behind Asset Bank and Dash. We are an established agile software company and Digital Asset Management (DAM) specialist based in Brighton and we are proud to work with over 800 global clients including 20 FTSE 100. 

Asset Bank is a Digital Asset Management (DAM) solution which helps brand managers, marketers and digital asset specialists organise, control and share their images, videos and other digital files. 

Our offices are based in the vibrant North Laine area of Brighton but, given the current circumstances, the team is working remotely. We have focused strongly on creating good communication channels and still have daily check-ins, lots of online meetings and use a variety of tools to stay connected.  We’ve been working hard to retain our company culture to ensure our teams feel connected to Bright and we’re putting the same emphasis on work/life balance, fulfilling, productive and enjoyable work - just as we did before when we were office based.  

We offer a range of great benefits including a supportive & collaborative work environment, 25 days holiday, flexible work hours, income protection and monthly wellness contribution.  In normal times, we have company funded outings, monthly lunch club, treats, and drinks after 4pm on Friday.  We are doing as many of these things virtually and will revive others when we can. We’re particularly proud of our profit share scheme that ensures every member of the team benefits from our success.

Our supportive leadership style means you get to make your own decisions and take responsibility for your own approach to work. As a result, we have very motivated, committed and energetic people who can make a real difference to what we do and how we do it.

Check out our meet the team video & Glassdoor page to get a flavour of who we are.

Who we're looking for

This role will be perfect for you if:

• you take pride in the quality of your work and the service you offer to customers
• you enjoy building relationships with clients that help them get the most out of our services
• you are tenacious and can work out what needs to be done and then make it happen
• you enjoy proactively coming up with new ideas or spotting things that can be done better

What you'll be responsible for

As a Customer Success Manager, your focus will be on retaining and growing relationships for customers who use our flagship product Asset Bank.  You will be the key to their ongoing success with the software, becoming their trusted advisor. You will provide intelligent proactive communications and build customer profiles which can be used throughout our company.

Responsibilities include:

• Building relationships with our customers to ensure their continued success and growth.
• Having an in-depth understanding of the product, its features and benefits and being able to articulate these to customers to help them get the most out of their Asset Bank.
• Proactively identifying upsell opportunities and strategic growth plans for customers that will drive increased revenue, and owning these through to a successful outcome.
• Proactively identifying customers who may not be succeeding with our product, and working with them to understand their challenges, improve their experience and retain their business.
• Identifying areas for improvements to processes, reports and data to help the team and the company achieve its goals.
• Understanding the various services we offer (Customer Support, Professional Services, Software Licences and Hosting, as well as licence feature bolt-ons), to ensure that we are supplying the right services to meet the client’s varied needs.
• Identifying where client issues cannot easily be resolved and escalating these for additional support when needed.
• Tracking of support tickets through our Help Centre, including monitoring of ticket progress, co-ordinating issues and working with others across the team to resolve client issues.
• Championing the client’s perspective and feeding back valuable insights to the rest of the business, including product feature requests, documentation recommendations, service ideas and any other customer insights that will prove valuable to other areas of the business.

Experience & Skills

• You’ll have 2+ years experience, ideally in Customer Success, Account Management or Sales within the tech industry.
• Experience with building enterprise-level customer relationships in a SaaS business model.
• Demonstrable experience in balancing both the service and commercial interests of customer relationships.
• Have had commercial responsibilities (sales targets) and been happy to drive and own these.
• Ability to troubleshoot issues and recommend steps to resolve them
• Ability to understand and articulate technical products and features to non-technical stakeholders.
• Familiarity with web applications

Please be aware that we will be responding to your application and setting up interviews in January.

Position type

Permanent

Salary

£25-35k depending on experience + benefits and company profit share