Skip to content

Customer Success Manager (UK)

    Employment type: Full time

    Location: London, Remote

    Base salary: £35-42

    Start date: asap

    Reports to: Head of Customer Success and Partners

    Please send us your CV and cover letter to hello@localz.com to apply.

    The company

    At Localz we improve the day of service for both customers and companies by providing an accurate ETA, tracking technology and communications. We work across field services, delivery, utilities, and the retail sectors.


    The role

    As a Customer Success Manager, you will build both your commercial and technical knowledge and skills. You will be working closely with the Head of Customer Success to ensure clients and partners are gaining maximum value from our platform and to ensure successful adoption and on-going use for new clients.   You will also get the chance to work closely with our Delivery Team, learning how to configure projects and working to help us automate and smooth our internal processes.

    This position requires a mixture of project management, problem-solving and advisory skills together with a commercial understanding. The ideal candidate will be comfortable interacting with customers and working in a team environment.


    What you'll be doing

    At Localz, customer success starts at onboarding and we’re accountable for everything from client implementation, user training, renewals and account expansion. In addition to building success for all our customers, we’re also responsible for partner enablement and growth, supporting them with selling Localz products across their portfolio and managing the onboarding of partner clients onto the Localz platform.

    The right person for this role will be naturally curious and will ideally have 2+ years of professional experience.

    The customer success team at Localz are also the voice of the customer and dedicated product advocates. The successful candidate will want to get to grips with the Localz product, understanding how it works and what our key value metrics are. You’ll be able to speak with authority and authenticity on using the Localz platform, crafting engaging customer experiences and delivering successful user deployments.

    Our UK team is based in London.


    Responsibilities

    You’ll be supporting our current customers using our products and platform and working with our Customer Success team to maximise the deployments, utilisation and value of our current customers. You’ll also be spending some of your time working with our Delivery Managers getting under the hood of the platform and learning how to configure and support to platform including an app, dashboard and customer portal:

     

    Customer Success responsibilities

    You will be supported to learn the following responsibilites:
    • Project manage onboarding new clients.
    • Perform customer health checks, monitor, manage and influence agreed success statistics for each customer account.
    • Identify new opportunities for growth and commercial upsell.
    • Assist in driving campaigns on new product features.
    • You’ll work with the whole CS team to improve our processes and help us understand how and why customers are using our product and where the value lies for them. You’ll be helping us out with reporting and data access/analytics and help us to present and explain data to customers.
    • Live a customer-first culture. Be the voice of the customer within the business and always the customer’s trusted advisor.

     

    Technical support, delivery, integration & configuration

    You’ll be working closely with our support and delivery teams learning to set up projects and working with our clients to ensure their business goals are achieved.   You will learn to work with APIs via a system such as Postman.

    • Work closely with the customer’s technical team to help them understand integration requirements & possibilities for their end to end customer journey.
    • Problem solving, you’ll be doing a lot of this. As part of the onboarding project, you’ll work directly with the customer to understand their requirements and their technical limitations and come up with the best solution/deployment.
    • As part of the project team, you’ll be helping us keep the project on track and on time, so you’ll make sure that all project documentation is updated regularly.
    • Configure, test & deploy end to end flows using Localz internal systems. Knowledge of project management (AGILE) principles would be a bonus.

    Experience

    • Some experience of managing clients or working in an account management role managing client accounts and growth within a SaaS based business
    • Exceptional communication skills. Strong levels of written and spoken English.
    • Strong problem-solving attitude and the ability to demonstrate and prove value through a data driven approach.
    • Understanding and knowledge and key technical concepts. Ability to learn about the Localz product and articulate this to customers.
    • Some experience with building and deploying apps would be advantageous.

    Localz values

    localz_careers

    Actions, not words

    We like to be judged on the quality of what’s working and being used, not what we can just talk about. We value the trait of being consistently and highly productive in others, as well as ourselves.

    team

    Diverse thinking

    With team members spread across the world, one of our biggest assets is our team’s ability to bring and apply diverse thinking. Original ideas and differing perspectives fuel innovation and creative problem-solving.

    transparency

    Transparency

    Our transparency builds confidence in our people to change direction when required, to take on accountability and to learn as much from our failures as we do from our success.

    Interested? Apply now:

    Please send us your CV and cover letter to hello@localz.com to apply.