Customer Success Manager

Customer Success Manager – Introduction  
As a successful B2B account manager, who is used to overseeing multiple customer accounts this is a rare opportunity to develop your career with an expanding science-based SME with a bright future. 

As a world leader in delivering nature data and intelligence, NatureMetrics brings the power of genetics to frontline environmental management. Our products allow our customers to make better decisions for business and nature. We have grown rapidly over the last five years and validated our technology in multiple industry sectors and regions of the world. We now have an exciting scale up plan backed by ambitious and supportive investors. We aim to be the premier provider of nature data to companies globally by 2025 and you can now join the team. 

We are looking for a highly motivated Customer Success Manager to develop a team that understands the customer journey and leverages strategic insights, data, and analytics to drive continuous improvement and provide the best experience possible for clients. 

Customer Success Manager – The Role 

• Proactively engage with customers to guarantee high satisfaction levels. 
• Work to understand customers’ business needs to deliver sales growth & customer retention. 
• Ensure projects are executed to meet project margins and timescale expectations for both the client and internal stakeholders. 
• Ensure team performance/ KPIs are achieved or exceeded. 
• Spearhead operational improvement initiatives. 
• Collaborate with other internal teams to get the best outcome for our clients. 
• Develop effective partnerships with key stakeholders. 
• Resolve customer issues. 

Customer Success Manager – About You 

• Experience in B2B account management role. 
• Ability to manage and inspire the growing team of customer success executives
• Background in selling technical solutions, software & products 
• Used to overseeing multiple client accounts. 
• A commercial mindset
• Excellent relationship development skills. 
• Comfortable working proactively to help clients utilise purchased products & services. 
• Excellent communication, presentation & interpersonal skills. 
• Used to working effectively in a matrixed environment. 

Customer Success Manager – What Is In It For You  

We offer great personal development opportunities and roles with breadth, depth of scope and impact. We also offer comprehensive packages including: 

• Competitive Salary (depending on experience) 
• 25 days holiday excluding bank holidays 
• Company pension 
• Flexible 40-hour week (core hours 10am to 4pm) 
• Cycle to Work Scheme,  
• Enhanced family friendly policy 
• Dedicated well-being room  
• Health insurance. 

Customer Success Manager – How to Apply  

Apply online via the link below and we will get back to you.  

We are advocates of a healthy work life balance and mental wellbeing. We are happy to look at flexible working options for all our roles. 

At NatureMetrics diversity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us to the communities we work with. Our values leave no space for stereotypes.  We are all unique and pull together for a common purpose. 

JOB DESCRIPTION  

CONTEXT OF ROLE  

We are an expanding science-based SME with a bright future. As a world leader in delivering nature data and intelligence, NatureMetrics brings the power of genetics to frontline environmental management. Our products allow our customers to make better decisions for business and nature. We now have an exciting scale up plan backed by ambitious and supportive investors, with a mandate to ‘bring nature into the boardroom;’ helping companies understand their impact on biodiversity and the benefits of protecting it. We are a team of bright, enthusiastic individuals who are excited to be breaking new ground and disrupting the world of biodiversity monitoring. We take great pride in our work and are seeking new team members who will do the same. 

MAIN PURPOSE AND SCOPE OF THE JOB  

In this role, the Customer Success Manager will lead the Customer Success Executives in understanding every aspect of the customer journey and then leveraging strategic insights, data, and analytics to drive continuous improvement efforts and ensure our customers get the best experience possible. 

We are looking for a Customer Success Manager who will be responsible for managing and proactively developing long-term customer relationships. Your job will be to work closely with customers to ensure they get the maximum value out of the services and products they have purchased from us. 

KEY RESPONSIBILITIES AND ACCOUNTABILITIES    

• Proactively engaging with our customers throughout their relationship with us to drive excellent customer experience and satisfaction 
• Drive retention and growth among our customers by understanding their business needs and helping them succeed 

• Showing accountability for Ownership Experience performance metrics, ensuring KPIs are achieved or exceeded. 
• Supporting the Customer Success Executives to improve the purchasing experience  
• Take full ownership of the client helpdesk ticketing system, reporting status and feedback to Head of Ops 
• Establishing goals and implementing innovative processes while spearheading operational improvement initiatives. 
• Position yourself as the expert on our products and services through providing continuous analytical data insights and recommendations 

• Work collaboratively with other internal teams to get the best outcome for our clients 
• Work closely with the client to resolve any issues they may have in an efficient and timely manner 
• Attend, with sales, customers face-to-face meetings when required 
• Solving problems for our customers, helping them achieve their goals 
• Ensure regular and proactive value-add contact with your customers, creating a partnership with key stakeholders 

• Reporting to the Head of Operations on overall customer satisfaction 
• Facilitating workshops and lead meetings with Leadership, Business Development, and operations teams to ensure transparency between departments. 

PERSON SPECIFICATION    

EXPERIENCE, QUALIFICATIONS & KNOWLEDGE  

• 2+ years’ experience in a similar B2B account management role managing large volumes of client accounts  
• Relationship building – the ability and willingness to build and develop productive relationships with external and internal customers  

• Demonstrable experience of working proactively to help clients utilise the products and services they've purchased  
• Analytical – the ability to drive positive change with clients through the analysis of various data sets 
• Proven experience of working with technical solutions, software and products 
• Experience in onboarding and training clients desirable  
• Experience in working with and supporting sales teams desirable  

• Strong presentation skills  

  
SKILLS AND COMPETENCIES  

• Clear and concise written and spoken communication skills   
• Excellent organisational and time management skills   

• Ability to work on own initiative, handle pressure appropriately and make day to day effective decisions   
• A natural ability to multi-task and problem solve, able to prioritise workload based on strategic and tactical business priorities; able to deliver results consistently on-time and within budget  
• An international mind-set and ability to build cross border relationships and business operations/processes; able to work effectively in a matrixed environment  
• Delivery focused with a passion for quality and innovation, a flexible and adaptable attitude and willing to accept and drive change  
• High level of corporate awareness and business acumen, able to understand the wider business context and demonstrate a commitment to cross-organisational activities  

• Accepts a high degree of responsibility; leads by example; and creates confidence and builds trust with both internal and external stakeholders  
• Ability to present written information in a structured and balanced way appropriate to the needs of the reader  
• An outstanding team player who is able to work effectively even when things get busy and remain calm under pressure  
• Very organised with excellent attention to detail.  

We are advocates of a healthy work life balance and mental wellbeing. We are happy to look at flexible working options for all our roles. 

At NatureMetrics diversity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us to the communities we work with. Our values leave no space for stereotypes. We are all unique and pull together for a common purpose. 

NATUREMETRICS VALUES  

NatureMetrics Values are Transparency, Excellence, Advancement, Collaboration and Honesty. These values should be embedded in your work and behaviour, and any associated policies and processes adopted consistently.      

This document sets out key responsibilities of the role and is not intended to be an exhaustive list of tasks and duties. We reserve the right, at our sole discretion, to reasonably vary the responsibilities from time to time depending on the needs of the organisation without changing the level of the role.