Customer Success Manager

About the role:

As a Customer Success Manager at The Channel Company EMEA, you will play a crucial role in leading campaigns for some of our key client accounts across our media and events portfolio. This is a customer-facing delivery role, where your expertise and guidance will be essential in advising internal stakeholders and clients on performance, ongoing delivery, campaign completion, and sales engagement. Success in this role directly impacts our total revenue and client retention rates. Reporting to the Head of Customer Success, you will collaborate to enhance our product offering and improve our services.

Your responsibilities will include: 

• Lead key client accounts, ensuring successful campaign delivery and re-booking 

• Facilitate client and internal project calls 

• Manage campaign setup, delivery, reporting, and feedback 

• Serve as a trusted consultant to clients, offering upsell and cross-sell opportunities 

• Collaborate with the Head of Customer Success to evolve our commercial offering 

• Work with the Head of Customer Success to improve processes 

What we value: 

• Strong project management skills 

• Exceptional organizational abilities 

• Excellent interpersonal and communication skills (verbal and written) 

• Problem-solving aptitude 

• Ability to thrive in a small but busy team environment 

• Capability to work well under pressure 

• Resilience and adaptability 

• Excellent technical skills with a quick grasp of new software 

• Proficient knowledge of MS Office 

• Prior experience using a CRM system 

• Previous experience in a client and delivery role 

• Familiarity with lead generation (desired but not essential) 
• Knowledge of the channel and IT industry (desired but not essential) 

Our employee perks & benefits:

• 35 hours per week – Monday to Friday
• Opportunity to join a growing business with plenty of scope to influence and make an impact
• Hybrid working model, requiring two days per week in our office located in London Borough, alongside attendance at key industry events
• International Temporary Remote Working
• Employee referral scheme
• A tailored training and induction plan – we want you to succeed!
• Regular recognition rewards – be recognized and rewarded for consistently going above and beyond in your day-to-day role
• The opportunity to work within a globally diverse team
• The opportunity to be hands-on at major technology industry events, working closely with leading brands and stakeholders across the tech sector
• The opportunity to learn new skills in an ever-changing and adaptable business support function