Customer Success Manager

LeadFamly is looking for a Customer Success Manager to join their growing London office. You will be tasked with leading the onboarding processes of customers, while operating as the primary point of contact. We are looking for a team player who wants to join one of Denmark’s fastest growing SaaS companies, and be a part of our growth story.

Leadfamly is a tool typically owned by the marketing department, we expect you to take the lead in onboarding customers, meaning that you will be tasked with teaching and empowering them to get the most out of the LeadFamly platform. You will operate as a primary point of contact for customers of all levels within the organization and be responsible for their successful and ongoing use of the platform.

Responsibilities

  • Independently manage a portfolio of clients across a range of different brands

  • Build close customer relationships with the client users of the platform

  • Activate and re-activate client users when it comes to usage of the platform, with a view to extending their use of LeadFamly and increasing the ways in which they use our platform

  • Advise and assist our customers to make game-campaigns that create value for them and their Customers, including conceptualisation of campaigns using insights and ROI discussions

  • Monitor their successes to gather and distribute stories from our customers internally and externally, requesting permissions for building case studies and testimonials

  • Provide solutions to customer complaints/issues in a timely and professional manner

  • Be your customers’ go-to person for best practices and advice, understanding clients individual KPI’s and how LeadFamly can enable them to achieve their marketing goals

  • Capture feedback for the product team and whole organisation.

Skills & experience

  • 3+ years of relevant business experience from an agency position or other extroverted marketing consulting roles

  • Structured mindset with time management skills, organisational skills and attention to detail

  • Proactive and service-oriented mindset

  • Conceptually strong within the digital marketing space, including SoMe and E-commerce

  • Experience working with e-mail marketing/ ESP’s and/ or working with a CRM

  • Experience with/understanding of automated retention programs

  • Experience working with Small and Mid-sized businesses

  • Agility and openness to the transitional culture of a start-up-minded company

  • Fluent in English

Apply for the position

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