Customer Success Manager

About Us

Spatialedge is a business solutions firm specialising in data analytics and applied Artificial Intelligence (AI) solutions. We focus on building and operationalising advanced analytical tools to empower businesses in making data-driven decisions. Our services include developing and integrating AI-powered applications, data pipelines, and optimisation models into clients' core business systems, enhancing daily decision-making processes. As we continue to grow, we are looking for a dynamic and customer-focused individual to join our team as a Customer Success Manager (CSM).

Role Overview

The CSM will be responsible for building and fostering strong relationships with our clients, ensuring their success with our products/services, and driving customer retention and satisfaction. This role involves working closely with clients to understand their goals, providing support, and helping them maximise the value of their investment in our solutions.

The CSM is also expected to work with the teams at our clients to ensure they are able to deliver the solutions that deliver the best value for the client in an environment that is sustainable for the team.

The ideal candidate will have excellent communication skills, a strong problem-solving ability, and a proactive approach to customer service. They will work cross-functionally with Sales, Product, Consulting, and Support teams to ensure clients receive exceptional service and achieve measurable results.

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and setting them up for success with our products/services.

• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships. Serve as the main point of contact for client inquiries, concerns, and support needs. It is particularly helpful to build long-term friendships in this industry.

• Internal Relationship Management: Provide a protective and supportive environment for internal team members to maintain team morale, preserve focus, and ensure that customer relationships are managed effectively without overwhelming the team.

• Customer Advocacy: Act as the voice of the customer within the company, ensuring their feedback and needs are communicated to relevant teams to improve products and services.

• Proactive Engagement: Regularly check in with customers to ensure they are achieving their goals, using the product effectively, and realising value from the solution.

• Troubleshooting and Issue Resolution: Address and resolve customer issues in a timely and efficient manner, escalating to appropriate internal teams when necessary.

• Retention and Renewal: Work to identify at-risk customers and proactively implement strategies to retain them. Support the contract renewal process and help ensure a high renewal rate.

• Training and Education: Provide training and educational resources to customers, helping them to better understand product features, updates, and best practices.

• Customer Success Metrics: Track and analyse key customer success metrics (e.g., NPS, customer health scores, retention rates) and use data to improve the customer experience.

• Collaboration: Work closely with Sales, and Engineering teams to ensure a seamless customer journey and identify opportunities for upselling or cross-selling.

Qualifications

• Experience: 3+ years of experience in customer success, account management, or related fields, preferably within a SaaS or technology-driven company.

• Education: Bachelor’s degree or equivalent experience.

• Skills:

  • Strong communication and interpersonal skills, both written and verbal.

  • Ability to manage multiple accounts and projects simultaneously.

  • Proactive problem-solving and conflict resolution abilities.

  • Solid understanding of customer success metrics and how to apply them to drive improvement.

  • Technical aptitude to understand product features and how they meet customer needs.

How to Apply

If you are passionate about delivering exceptional customer service and helping clients achieve success, we would love to hear from you! Please complete this form if you are interested.