Customer Success Manager (Brighton/Hybrid or Remote)

Job Description

We make journeys easier and more enjoyable by giving our customers and their passengers a stronger sense of control. From disruption management to hyper-personalised pre-departure communications and mobile boarding passes, we build the technology to help companies stay connected with their customers at every stage of their journey.

Established in 2000, we have since grown to become one of the travel industry’s major suppliers of passenger messaging solutions. More than 60 airlines, rail and travel management companies, including British Airways, Flight Centre, Qantas, Ryanair and JetBlue use our notifications platform. With exciting plans for the future, it’s time for us to expand our growing team and we’re hoping you are who we’re looking for.

Our culture:

Our culture is at the heart of what we do every day, and travel is part of that too, that’s why we’re proud to live by our values.

Flying high: yet still climbing We know our stuff and are happy to share our knowledge and expertise. We pride ourselves on being at the top of our game and strive to keep learning.

People are our passport to success: they're at the heart of everything we do We develop strong relationships built on trust and respect, and always do the right thing by each other and our customers.

Accelerating forward: embracing change, challenge and growth Whether it's for ourselves, our colleagues or our customers, we are always looking for ways to improve and to grow. We're not afraid to challenge the status quo and drive change with enthusiasm.

All inclusive*: we're a strong, collaborative community We share the same vision; to make 15below the best it can be. We pull together to make it a reality, look out for each other along the way and make sure everyone's voice is heard.

Enjoy the journey: bringing fun and positivity to everything we do We're proud and passionate to be part of the 15below family, and never take ourselves too seriously. Having fun is really important to us.

* We are committed to maintaining our welcoming and open culture where differences are embraced. We know that some people are hesitant to apply for roles unless they tick every box, but if you’re excited about this role and your experience doesn’t fully align, we encourage you to apply anyway. You might be the right person for this or other roles.

We’re certified with Flexa, making us a ‘truly flexible employer’. Flexibility is part of our culture and if you’d like to know more about this then take a look at our Flexa profile.

We're also proud to have earned a Great Place To Work Certification and are officially a great place to work for wellbeing and for women. This year, 95% of employees said it’s a great place To Work – 41% higher than a typical UK company.

The role:

As Customer Success Manager you’ll be responsible for building high customer engagement and retention through excellent relationship management, including:

Customer Relationships and building value

• Building strong, productive relationships with a regionally-focused customer group, expanding 15below’s relationships within a customer business and promoting 15below’s product usage to solve new challenges.
• Developing and maintaining an excellent understanding of the 15below platform and how it is used by your individual customers.
• Developing deep insights into your customers’ business needs through pro-active and regular communication with them.
• Representing the Customer view internally at 15below in Product and other discussions.
• Monitoring customer happiness to identify potential risks at an early stage and implementing solutions that result in individual product retention at a customer.
• Ensuring 15below maintains its status with our customers as a trusted partner and expert in travel.
• Understanding changes in people and roles and responsibilities at the customer and sharing this with the wider 15below team including impact analysis.

New customer onboarding and ongoing training

• Onboarding new customers, ensuring that they understand the platform and are able to get full usage of it as quickly as possible.
• Working closely with the Product Training Manager to ensure that our customers have the knowledge and skills to get maximum benefit from the platform.
• Identifying opportunities to update customers about new product functionality and modules.
• Providing customer training when required.

Platform usage and customer analytics

• Monitoring platform usage and analytics to identify opportunities for improving the value that the customers derive from our products.
• Pro-actively working with customers to advise on platform usage and product solutions.

Working with Product, Commercial, Support and Delivery teams

• Working with the 15below Head of Customer Success to develop the Customer Success function at 15below.
• Working closely with the Account Managers to maximise commercial opportunities.
• Identifying opportunities for growing transactional revenue, working closely with the Transactional Analyst to provide qualitative insights on volume forecasting.
• Maintaining the standards, quality and ethos that guides our customer interaction at every touch point.
• Providing insights to and collaboration with internal teams, including Product, Support and Delivery.

Requirements

The kind of person you are:

• You have proven results in Customer Success in a B2B software enterprise environment
• You are highly experienced at working with a global customer base and have good cultural awareness
• You work effectively as a member of a globally distributed team.
• You have a people-focussed approach, and are able to build excellent relationships with internal and external stakeholders.
• You have an innovative mindset, able to design and deliver strategic initiatives in order to meet business objectives.
• You have a deep understanding of metrics and can use them to identify where performance improvements can be made to improve results.
• You have a passion for the travel industry
• You have excellent written and verbal communication skills, with fluency in English

Further information:

We are offering truly flexible working options so you can decide whether you want to work from home, from our central Brighton office or a bit of both (within the UK).

Hours: Full-time (37.5 hours per week)

Reports to: Head of Customer Success