We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our customers by providing exceptional support, guidance, and strategic insights. You will serve as the primary point of contact for our customers, building strong relationships and advocating for their needs within our organisation., Customer Relationship Management:

Develop and maintain strong, long-lasting relationships with key stakeholders within client organisations, including executives, IT administrators, and end-users.

Act as a trusted advisor to clients, providing strategic guidance, best practices, and recommendations to maximise the value of our solution.

Proactively engage with clients to understand their goals, challenges, and usage patterns, and provide proactive support and training as needed.

Conduct regular check-ins and health assessments to identify opportunities for optimization and expansion.

Serve as the primary point of contact for addressing and resolving customer inquiries, issues, and escalations in a timely and effective manner.

Collaborate with internal technical support teams to ensure prompt resolution of technical issues and minimize downtime for clients.

Drive customer retention and expansion efforts by identifying upsell and cross-sell opportunities based on customer needs and usage data.

Partner with sales and account management teams to develop and execute renewal strategies and negotiate contract renewals.

Gather customer feedback and insights to inform product development and enhancements, serving as the voice of the customer within the organisation.

Advocate for customer needs and priorities internally, influencing product roadmap decisions and ensuring alignment with customer requirements.

1 to 2 years in a Customer Success role, your focus should have been on building relationships and exceeding renewal targets

Bachelor's degree in Business Administration, Marketing, Computer Science, or related field.

Proven experience (X years) in a customer-facing role, preferably in a SaaS or technology company.

Strong understanding of intranet management solutions and related technologies.

Excellent communication, interpersonal, and presentation skills.

Ability to build and maintain strong relationships with clients and internal

stakeholders.

Proactive problem-solving skills and a customer-centric mindset.

Experience with CRM platforms (e.g.Salesforce) and customer success tools is a plus.

Above all else we have an excellent culture at Oak which we work hard to maintain. We are looking for an experienced person that has a positive outlook and is a good fit in a highly engaged team.

Oak Engage

Laptop

Mobile

Training

Hybrid working up to 2 days at home

25 days holiday plus

Oak bank holidays 5 times a year

Discretionary days (up to 5 as needed)

Christmas closure (work permitting) between Xmas and New Year

Pension and life insurance

Health insurance & EAP

Gym contribution and Travel allowance

Engaging social events

Enhanced Maternity & Paternity Leave