• Office Location: Dragon Court, 27-29 Macklin Street, London WC2B 5LX
  • Office Name: Reed.co.uk
  • Salary: £32000 - £44000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 441855

Customer Success Manager

Reed.co.uk are looking for a Customer Success Manager to join their established team on a hybrid working model. 

Job Title: Customer Success Manager (CSM)
Reporting to: Manager – Customer Success
Direct Reports: N/A
Location: Covent Garden, London 
Salary: Negotiable

 

As a Customer Success Manager you will have a key strategic role within reed.co.uk. As a customer focussed individual you are motivated and engaged by providing service excellence to our clients. 

You will be responsible for providing market leading service and will ensure that our clients receive maximum value from their investment. You will enable them to fully leverage their subscriptions and services on an ongoing basis. 

Founded in 1995, Reed.co.uk was the first recruitment website offered by a recruitment agency in the UK. Since then Reed.co.uk has grown to become one of the UK’s leading careers marketplaces. Employee-centricity is one of our core values along with delivering excellence and being open, honest & fair to all external and internal stakeholders. Our vision is simple: to connect people to a world of career opportunities online

Key Responsibilities

  • Building strong credible relationships with our clients by supporting them to optimise and maximise their return on investment (ROI) from our offering 
  • Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients and adjusting campaigns for better performance
  • Actively organising and managing operational and strategic business reviews with your customers
  • Monitoring and measuring customer satisfaction and taking proactive action to remedy any concerns
  • Continually improving your knowledge of both reed.co.uk offerings and the customer’s business/industry to ensure that you are delivering the best possible service 
  • Liaising with internal teams to ensure client needs are being met; coordinating the service provided by Onboarding, Sales, Marketing, Finance, and Product 

Skills and Experience 

  • Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple media
  • Ability to digest data and relay it to customers in a manageable, clear and concise way
  • Proactive, positive, self-starter and team player with a skill of continually improving processes
  • Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
  • Track record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROI
  • Excellent presentation and meeting facilitation skills 
  • Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment 

Benefits:

  • Dynamic Working, including core hours and location flexibility
  • 25 days annual leave plus bank holidays
  • Flexible holiday scheme and moving home leave
  • Financial benefits including pension and health cash plan subscription 
  • Enhanced family leave policies
  • Insurance benefits including life assurance
  • Love Mondays events 
  • Discount scheme including gyms and popular retailers 
  • Range of wellbeing and mental health support avenues
  • Newly refurbished office in an amazing location, with countless bars, restaurants and theatres right on the doorstep

 

Join Reed and help us achieve our purpose of improving lives through work.

Proud winners of:

  • #1 Recruitment Agency – Glassdoor Best Places To Work 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies for Graduates to Work For 2021
  • The JobCrowd Top Companies for Apprentices to Work For 2021

Vacancy ATR footer image - Reed Careers

Our Values, Your Values; Our Future, Your Future

All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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