Job Description

Customer Success Manager

Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the forefront of the Generative AI evolution.

We're looking for an experienced Customer Success Manager to join the team at our head office in Bracknell, Berkshire. This is a customer-facing role focused on helping customers maximise the value of their Content Guru solutions, identifying opportunities to improve their customer and user experience, and supporting long-term retention and growth.

Working closely with customers and teams across Content Guru, you'll combine your expertise with a consultative approach to understand customer challenges, identify opportunities and deliver solutions that achieve measurable outcomes.

What we are looking for…

We're seeking an experienced Customer Success Manager who can build strong relationships with key customers and act as a trusted adviser throughout their journey with Content Guru.

You'll proactively identify opportunities to optimise existing solutions, deliver consultancy and professional services, and help customers make greater use of the storm® platform. You'll also identify opportunities for further growth, while driving customer satisfaction and supporting Content Guru's wider customer success framework.

This is a varied role combining customer relationship management, consultancy, commercial awareness and technical expertise.

Location…

This role is based at our head office in Bracknell, Berkshire and requires regular travel to customer premises.

The successful candidate will be expected to spend time with customers each week as well as attending the Bracknell office weekly. Some overseas travel will also be required to support customer meetings and events.

Key responsibilities of the role…

Customer Relationship Management:

• Build strong relationships with key customers, developing a detailed understanding of their organisations, industries, business processes and value drivers
• Work with customers to identify CX and UX challenges and recommend solutions that support their desired business outcomes
• Organise and deliver customer workshops designed to address key challenges and identify practical opportunities for improvement
• Coach and support colleagues in understanding customer success principles and effectively framing opportunities for improvement and growth

Adoption, Utilisation & Customer Satisfaction:

• Provide consultancy and professional services, helping customers optimise their existing products and solutions
• Develop a strong understanding of storm® modules and use this knowledge to advise customers on how to maximise adoption and utilisation
• Identify opportunities to further embed Content Guru solutions within customer organisations, supporting upsell and revenue opportunities
• Drive customer satisfaction across key stages of the customer lifecycle and develop targeted action plans where improvements are required
• Capture and demonstrate the impact and outcomes delivered through customer engagements
• Work with Marketing and commercial colleagues to develop customer case studies, references and external review opportunities

Driving Improvements:

• Take ownership of customer escalations and pain points, working collaboratively across the business to resolve issues and improve the overall customer experience
• Identify trends, lessons learned and opportunities to improve the way we support customers across the organisation
• Work across teams to address areas for improvement and ensure actions are owned and delivered

Research & Insight:

• Gather customer and market insight and share this with relevant internal stakeholders to support continuous improvement
• Maintain a strong understanding of developments and best practice across the CX and customer success landscape
• Use insight from customer interactions to identify opportunities for improved retention, growth and customer outcomes

About you…

• Significant experience working within a SaaS industry, ideally CCaaS and/or CX, including experience at senior leadership level
• Previous experience selling and delivering consultancy and/or professional services
• Strong expertise in customer experience and a track record of being recognised as a CX leader within your sector
• Proven experience delivering transformation and change projects through effective stakeholder management
• Substantial experience implementing cloud solutions within a contact centre environment
• Experience implementing customer satisfaction frameworks and analysing customer insight
• Excellent customer service skills and a strong customer-focused mindset
• Excellent written and verbal communication skills
• Strong stakeholder management skills, with the confidence to engage effectively with senior customer and internal stakeholders
• A passion for using technology to improve customer experience
• Excellent organisational skills, with the ability to manage multiple priorities and work effectively to deadlines
• Strong attention to detail
• A Bachelor's degree in a STEM, business or leadership-related discipline would be advantageous
• Additional language skills would be advantageous

About the Company…

Content Guru is the largest privately owned provider of Customer Experience (CX) and Contact Centre as a Service (CCaaS) in Europe. With modern, vibrant offices in the UK, Germany, Japan, the Netherlands, Portugal, the US, Greece and Australia, our award-winning cloud technology powers mission-critical services for some of the world's biggest organisations.

Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email and more. We exist to make engagement easy, over any channel, anytime, anywhere.

We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability or any other protected characteristic. We are committed to creating an inclusive workplace where individuals can thrive and grow.