Senior Customer Success Manager - New Markets

Job Description

About Signal - Who are we?

At Signal we want to help organisations identify risks and opportunities and see movements in the market before anyone else. We want to help leaders take bold decisions, safe that the data is on their side. We want to connect all those external data points together, uncover the unknown unknowns, and be at the very heart of the knowledge economy.

We’ve already built a world-class artificial intelligence platform for real-time information aggregation and analysis at a massive scale. We proved our value with monitoring and measurement products in the PR&Comms space, and are now joining the dots beyond.

We are friendly and informal people who are passionate about our brand as we all have a stake in our success. We have an inclusive environment, welcoming the skills and experience from many diverse backgrounds, and together we have created who we are and what we sell. We are proud of our achievements and continue to strive for the unknown.

Our total funding to date is around $50 million. In the latest funding round, Redline Capital joined our investor group that includes MMC Ventures, GMG Ventures and Hearst Ventures.

About the role - What’s your purpose?

Our Customer Success Team team has garnered a bit of a reputation in the industry! This means we have a “superhuman” reputation to uphold in our ability to understand and work with our clients.

The Customer Success Team is the link between our clients and our product and company, playing a pivotal role in relation to Signal AI’s commercial activity, and Signal AI’s reputation.

The primary goal of a Senior Customer Success Manager is to be responsible for developing customer relationships that promote retention, upsell and cross-sell, and loyalty. The role also involves working closely with the Sales, Marketing, Product Operations, Engineering, and Data Science teams. As well as this, you’ll concentrate on creating new relationships and growing existing ones, contributing to Signal’s account management operations, and building the framework for the company to scale.

The role has great growth potential, and you will be given the opportunity to explore different facets of the business, including Sales, Strategy, Product, Product Support, Data-Science and Marketing.

Role and responsibilities - what will you be doing?

You will be part of our New Markets' Customer Success Team based in London, which is responsible for applying Signal AI's technology into completely new areas - from risk sensing, to tax and regulations, to investment management use cases.. You will be responsible for managing, maintaining and expanding the portfolio size of Signal AI’s customer base, whilst ensuring the clients succeed in reaching the goals they have set themselves.

This role encompasses many different facets:

• Drive the adoption of Signal within assigned accounts through continuous increase in value leading to renewal, upsell and potential for new business
• Work with the Customer Support, Sales and Product teams to facilitate a seamless customer lifecycle, including a robust onboarding process, to ensure a smooth ‘go live’ for the client from the outset.
• Work with clients to ensure their accounts are set up and aligned with Signal's vision and product capability whilst ensuring a tailored and streamlined experience to our clients’ business objectives and strategy
• Provide continued value to the client and drive long-term account satisfaction and growth.
• Seek out opportunities for client renewal and up-sell in order to proactively identify and prioritise resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
• Closely monitor adoption rates of assigned Accounts; providing insight to clients.
• Proactively seek opportunities to educate Signal staff across the business on industry knowledge and customer best practice.
• Anticipate clients’ requirements and possible challenges - help our clients to succeed, by working very closely with our world famous Customer Support Team

Contribute to the development of company goals, growth and profitability targets by being an active member of the Customer Success team.

Requirements

Who are we looking for?

• 4+ years of enterprise B2B experience in driving customer success and aligning within complex client environments at executive and departmental levels.
• Ability to understand client requirements, develop and guide their thinking to identify financial measures of success
• Experience working to revenue targets and demonstrable high performance concerning renewal and upsell/cross-sell, owning the end to end process
• Data-driven with a commitment to steer and track consistent engagement process
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
• Previous experience with an annual subscription sales model preferred and/or working with top tier consultancies
• Excellent interpersonal skills.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.
• Excellent written and verbal communication skills.
• Strong presentation skills.
• Strong team player as well as a proactive individual contributor.
• Ability to grasp basic technical concepts.

• Able to adapt to a fast-paced start-up environment
• A can-do and patient attitude

Desired Skills & Experience

• Experience working within the relevant industries - Financial Services / Professional Services / Media / PR and Communications / Data Analytics
• Salesforce / Excel / Gmail / Google drive
• A passion for new Technology

At Signal, we strongly believe that diverse teams perform better. We are committed to building and fostering an inclusive environment where our employees feel welcomed, valued and listened to - an environment where they can thrive being their true selves.

Benefits

You’ll get the opportunity to be part of something really exciting. You’ll be a key player in helping to shape Signal AI now and in the years to come. Here’s how we enable Signallers to do their best work;

• Share options - we all own a piece of Signal AI, so we’ll all get to enjoy our success
• Hybrid Working Environment - we have a hybrid remote policy where you will be able to work remotely 2-3 days per week.
• Summer & Winter Fully remote blocks
• Health Cash Plan
• Unlimited holiday entitlement
• Pension plan
• Income Protection
• Life Insurance
• Enhanced Maternity, Paternity and Dependents Leave policies
• Access to free therapists via Spill
• And more …