London, England, United Kingdom · On-site
About the role The Customer Success Manager (CSM) is accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure …
Skills: Customer Success Management, Account Management, Revenue Generation, Stakeholder Management, CRM Pipeline Management
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The Customer Success Manager is responsible for driving client retention and revenue growth through strategic partnerships and product engagement. Key duties include managing account plans, conducting business reviews, and collaborating with product teams to improve the platform based on customer feedback.
Candidates must have over 4 years of customer success experience managing global or enterprise accounts, preferably in a digital or data environment. Proficiency in CRM tools like Dynamics and strong commercial acumen for negotiation and revenue growth are required.
About the role
The Customer Success Manager (CSM) is accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure ongoing retention, driving product engagement, to deliver and ROI and world class service. In addition, you are responsible for raising the company’s profile/reputation and support in building customer advocacy through PR opportunities, case studies, testimonials and referrals, supporting in a pre-sales capacity when required.
Pro-actively develop strong relationships between Feefo and the client including identifying key stakeholders and client motivation/buying reasons for using Feefo, advising on product integration, data structure, use of reporting, sharing industry knowledge and best practice product usage; ensuring clients understand what we do, new features, understanding issues preventing a client from getting the most out of our platform and products.
What you'll do
2. Drive Renewals and Expansion
3. Account Planning and Strategy
4. Product Expertise and Adoption
5. Issue Resolution and Customer Satisfaction
Experienced Preferred
Skills & Experience:
Must Have:
Qualifications & Training:
At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered.
We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.
The Gold Standard in Customer Reviews
Feefo is more than your typical reviews company. Why? Because we collect reliable and constructive reviews, from confirmed customers, that companies can use to truly discover what they’re doing right, and where they can improve. Feedback that tells consumers what people like them feel about different products and services too. We support 6,500+ brands to create transparent, loyal relationships and deliver exceptional services that their customers can depend on - every time. Our bespoke artificial intelligence, smart profiling, review, and compliance solutions help boost client sales, grow customer bases, and cut churn. A Google Partner, our clients can also improve their search and paid conversion rates. We’re proud to work with companies, large and small, from household names to local heroes. We’re equally delighted to be trusted by millions of consumers worldwide.
Offices: Feefo Barn, Heath Farm, Heath Road East, Petersfield, Hampshire GU31 4HT, GB · 4th Floor, Walbrook Wharf, 78-83 Upper Thames Street, London, London EC4R 3TD, GB · 77 N Washington St, Boston, Massachusetts 02114, US
The Gold Standard in Customer Reviews
Feefo is more than your typical reviews company. Why? Because we collect reliable and constructive reviews, from confirmed customers, that companies can use to truly discover what they’re doing right, and where they can improve. Feedback that tells consumers what people like them feel about different products and services too. We support 6,500+ brands to create transparent, loyal relationships and deliver exceptional services that their customers can depend on - every time. Our bespoke artificial intelligence, smart profiling, review, and compliance solutions help boost client sales, grow customer bases, and cut churn. A Google Partner, our clients can also improve their search and paid conversion rates. We’re proud to work with companies, large and small, from household names to local heroes. We’re equally delighted to be trusted by millions of consumers worldwide.
Offices: Feefo Barn, Heath Farm, Heath Road East, Petersfield, Hampshire GU31 4HT, GB · 4th Floor, Walbrook Wharf, 78-83 Upper Thames Street, London, London EC4R 3TD, GB · 77 N Washington St, Boston, Massachusetts 02114, US
