(Senior) Customer Success Manager - UK

Job Description

(Senior) Customer Success Manager
(London area/remote), UK

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 25th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻

We are looking for a highly motivated and customer-centric individual to join a newly formed CS team as a Customer Success Manager (CSM). The team is currently 6 in total, but we are now recruiting for 2 new people, so it’s growing fast!

In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success with our products or services, and driving the renewal of their contracts. As a CSM, you will play a crucial role in customer satisfaction, software adoption & account retention.

Key Responsibilities:

1. Customer Satisfaction & Relationship Management:

• Proactively engage with customers to understand their needs, goals, and challenges.
• Act as the primary point of contact for existing customers, addressing inquiries, providing updates, and ensuring overall satisfaction.

• Collaborate with internal teams to resolve issues promptly.

• Build and nurture relationships with stakeholders across our customers’ business to ensure a broad perspective of customer satisfaction levels.

• Use feedback and surveys (pulse, NPS, Agent Experience Scores etc) to monitor customer satisfaction.

2. Customer Advocacy:

• Act as the internal voice of the customer to advocate for their needs (as well as features that are not needed/have been mis-sold).
• Keep Account Managers updated on all metrics (both the good and the bad) to facilitate easy and clear dialogue during their QBRs and Annual Appraisals/contract renewal cycles.

3. Product Adoption and Value Realization:

• Develop and implement strategies to drive product adoption and usage among clients.
• Work closely with clients to identify and measure key performance indicators, ensuring they realize the maximum value from our solutions.

4. Account Maintenance, Growth & Renewal Support:

• Proactively identify and address any challenges or concerns that may impact renewal decisions.

• Collaborate with the Account Management team to ensure timely and successful renewals of client contracts.

• Work closely with Account Managers to identify growth/ upsell/ cross-sell opportunities.

5. Customer Feedback and Product Enhancement:

• Gather customer feedback and insights to communicate with the product development team for continuous improvement.

• Provide input on new features and functionalities based on customer needs.

6. Customer Success Stories:

• Identify satisfied clients who can serve as advocates, participating in case studies, testimonials, and references.

• Encourage and facilitate the sharing of success stories within the broader client community.

Proposed KPIs:

• Customer Satisfaction (CSAT)/ NPS

• Customer Renewal Rate

• Net Revenue Retention

The must haves 💪

• Proven experience in customer success, account management, or more technical pre- or post-sales functions within the SaaS industry.

• Strong problem-solving abilities and a proactive mindset.

• Familiarity with CRM software and customer success platforms is a plus.
• Goal-oriented mindset with a focus on customer satisfaction and revenue growth.

The nice to haves ➕➕➕

• Experience in Contact Centre solutions (CCaaS) or related SaaS companies
• Working in a multilingual, multi-geography team
• Experience with / understanding of Nordic business and culture

The location

This role is located in the UK (preferably in/around London or with easy access to our office for occasional site visits).

What’s In it for You? 💰

• Competitive salary package: Fixed (%) + commission (%)
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with Customer Success Director
• 2nd interview with wider team
• Psychometric assessment
• Final panel interview

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.