Senior Customer Success Manager
Senior Customer Success Manager
£45,000 - £55,000 + Bonus + Excellent Benefits
Hybrid
London
Global media events business seeks a highly talented Senior Customer Success Manger to join the team.
The Senior Customer Success Manager is a player-manager, personally responsible for strategic and high-value client relationships (sponsors and exhibitors), while also leading, coaching and developing a team of Customer Success Managers.
This role carries greater autonomy than the Customer Success Manager role – trusted to resolve significant client issues without close oversight, and to represent Customer Success directly with Operations and Event Experience Directors on escalated or complex matters.
The Senior Customer Success Manager owns the client relationship and the client experience of delivery for their allocated flagship accounts; the Operations team is accountable for the technical delivery of the sold product. The two roles work in close partnership.
Key Experience Required:
- Significant, proven experience in a client-facing role – ideally within events, exhibitions or a comparable service environment – including experience managing or mentoring others
- Proven track record of owning complex or high-value client relationships end-to-end
- Experience managing a team of client-facing professionals, not solely managing individual accounts
- Experience of sponsor / exhibitor account management at a senior level
- Comfortable operating with a high degree of autonomy in managing client relationships and resolving issues
Essential – Skills & Behavioural Competencies
- Exceptional relationship-building skills, particularly with senior client stakeholders
- Strong people leadership – coaches and develops Customer Success Managers to raise their capability
- Confident representing Customer Success directly with Operations, Event Experience Directors and senior clients
- Strong commercial acumen – identifies and progresses retention and upsell opportunities for key accounts
- Sound judgement – knows when to resolve issues personally and when to escalate
- Resilient under pressure, particularly with the most demanding or highest-profile clients
Pay range and compensation package
Senior Customer Success Manager £45,000 - £55,000 + Bonus + Excellent Benefits