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Customer Success Manager

United Kingdom, , LondonCustomer Success

Job description

A blend of home and office working (at least 1-2 days a week). Our office is based in Farringdon, London.

The Room is a SaaS-based MediaTech marketplace that helps brands to most effectively source ‘people of influence’ to amplify their marketing spend. We are at a hugely exciting juncture and are set to expand the business rapidly over the coming year.

The Role

  • Own client relationships including strategy, recommendations, and execution.

  • Ensure regular communications and visibility with clients, from calls, reports, and strategy sessions aligning on KPIs and raising awareness of The Room’s news/events. Share results & actionable items with other teams at The Room in order to continually drive improvement.

  • Leverage data and analytics to create smart recommendations on strategy to drive brand awareness and sales for our clients.

  • Collate and share best practice examples of reporting, strategies, and case studies across our teams.

  • Establish and oversee the customer's use of our platform, providing training and advice on best practices to continually drive incremental value and return on the customer's investment.

  • Be the voice of the client and provide internal feedback on how The Room’s solution can be improved.

  • Work closely with the Head of Customer Success to manage the renewal process as well as identify growth opportunities within your client base.

  • Own the commercials for your client accounts hitting KPIs and renewal targets.

  • Contribute to pre-sales positioning of Customer Success deliverables and sales-led kick-off meetings with clients to outline expectations, communication rhythm, and how we support the client’s KPIs.


Job requirements

The Person

To thrive in this role it is essential that you fit the following criteria:

  • At least 2 years of client service experience.

  • A strong understanding of digital marketing, e-commerce, and marketing technology.

  • A strong work ethic and a great ability to prioritise client requests and relationships.

  • Excellent communication and presentation skills. You keep people engaged and have a strong ability to 'read the room' to know what you should say or show next to clients.

  • An analytical mind who can dive deep into data, identify patterns, and generate insights for the benefit of our clients.

  • A track record in Increasing client satisfaction (evidenced by surveys, account growth and client feedback)

  • You're adaptable and thrive in fast-paced environments.

  • You have a self-starter mentality.

  • Strong project management, multitasking, and decision-making skills

Although not essential, it would definitely help if you had experience working within a SaaS subscription business model.

Work hours: 40 per week.

More about The Room

The Room is a private space in which brands and people of influence connect with each other over mutually beneficial partnerships. It is a contra economy where success is based on collaboration, not commercial terms.

This authenticity and integrity is as much a part of our culture as it is of our product, and our ethos of ‘good people, good brands, good conversations’ is central to how we conduct ourselves inwardly as a team as well as externally as a business.

We hire great people because we know that we can’t build a world-class company without a world-class team. We also want to enjoy what we do, which means working with people who enjoy what they do. Everyone is welcome - we are passionate about creating an inclusive workplace that promotes and values diversity, where everyone, from any background, can grow and thrive.

Get in touch

We are a friendly yet ambitious start-up that is on a very exciting journey, and that will provide plenty of opportunities for career progression as it continues to grow. If you feel that The Room is a place where you can deliver your best work, then do get in touch and send us your CV and a covering note telling us more about yourself.

We are unable to provide visa sponsorship.

Sorry - no agencies please.


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