Job Specifications
Job Summary
We are looking for a proactive and customer-focused Customer Success Manager (CSM) to support and grow relationships with customers in a fast-paced technology environment.
This fully remote UK-based role focuses on onboarding, adoption, retention, and expansion of SaaS or tech-driven products.
The ideal candidate has strong communication skills, a technical mindset, and the ability to partner with clients to help them achieve long-term success using our solutions.
Key Responsibilities
1. Customer Relationship Management
Serve as the primary point of contact for assigned customers, building strong, long-term relationships.
Maintain regular communication through calls, virtual meetings, emails, and QBRs (Quarterly Business Reviews).
Understand customer business goals and align the company’s products to achieve measurable impact.
2. Onboarding & Product Adoption
Guide new customers through the onboarding process, ensuring smooth implementation and setup.
Deliver product training, demos, and adoption strategies tailored to customer needs.
Track user adoption, identify potential roadblocks, and implement corrective actions.
3. Proactive Account Management
Monitor customer health scores, usage metrics, and feedback to identify risks or upsell opportunities.
Apply proactive retention strategies to reduce churn and improve customer satisfaction.
Collaborate with support, product, and engineering teams to resolve escalations.
4. Customer Advocacy & Feedback
Collect customer insights, feature requests, and feedback for the product team.
Advocate for customer needs across the organization.
Support customer participation in case studies, testimonials, and reference programmers.
5. Upselling & Expansion
Identify opportunities for upsells, cross-sells, or renewals in collaboration with sales teams.
Prepare renewal quotes, pricing proposals, and ROI/value reports.
Track customer lifecycle events and drive revenue retention metrics.
6. Reporting & Documentation
Maintain accurate customer notes, success plans, and records in CRM systems (e.g., Salesforce, HubSpot).
Prepare customer success reports, adoption analysis, and engagement summaries.
Conduct QBRs with key accounts, showcasing successes, insights, and growth opportunities.
Required Skills & Qualifications
Bachelor’s degree in Business, Marketing, Communications, IT, or related field.
2–5 years of experience in Customer Success, Account Management, or Client Services within a tech/SaaS environment.
Strong understanding of SaaS products, software implementation, or technical concepts.
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills.
Ability to manage multiple clients and projects simultaneously in a remote-first environment.
Experience working with CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Totango, etc.).
Customer-focused mindset with proven success in reducing churn and increasing adoption.
About the Company
iConsultera is a growing business consulting company that helps staffing firms, accounting agencies, technology service providers, and global enterprises with varied solutions including but not limited to offshore recruitment, accounts outsourcing, virtual workforce, technology outsourcing, business consulting, payroll services, and retained/contingency services. We, at iConsultera, drive innovative, value-driven, integrated, and intelligent recruiting and accounting operations for our clients, guided by our experienced lead...
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