Customer Success Manager

About this Role

We're looking for an intellectually curious, client-oriented Client Success Manager who can manage the integration of our KADDRA app to to ensure a smooth onboarding experience, and deliver ongoing customer support to our clients .


  • Lead and manage all aspects of the Customer Success team
  • Act as Kaddra product specialist across the suite of offerings, supporting the sales team and customers
  • Be the voice of the customer, advocating to the Sales and Product teams to ensure the needs of customers are met.
  • Represent the customer's viewpoint in the product roadmap, feature definition and priority
  • Own the onboarding process from day one until go-live for all customers.
  • Strengthen and grow client relationships: up selling new solutions and increasing revenues from the existing services;
  • Ensure customer facing documentation is kept up to date and relevant
  • Conduct surveys to gauge customer satisfaction
  • Manage day-to-day communication with accounts, and act as a trusted point of contact for business discussions;
  • Identify common customer challenges and actively suggest better solutions.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
  • Develop metrics for defining success of an on-boarding plan, and review progress during quarterly meetings.
  • Meet with customers onsite/virtually to discover and understand their needs
  • Coach customers to be product experts and train their teams on Kaddra
  • Create marketing opportunities for customer references and case studies
  • Document knowledge/experience/feedback gained during the interactions with our customers and share them proactively with the Sales and Product teams
  • Translate customers’ business needs, product requirements and feedback into new solutions for customers
  • Work with marketing team to create/adapt/refine existing customer on-boarding assets

Benefits (Salary and Incentives)

  • Regular training & appraisals with in a structured career development process working towards long term career progression.
  • Eligibility to join the Company’s stakeholder pension scheme after successful completion of 3 years with the Company.
  • Eligibility to join the Company’s insurance scheme from start date;
  • Direct support & access to a wide management experience and knowledge base
  • Monthly social gatherings and team bonding events
  • Opportunity to enjoy a varied role, utilising your expertise in sales to best effect.
  • Opportunity to positively contribute to the growth of KADDRA’s innovative and agile company.

Skills and experience

  • 4+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience preferred
  • You are mobile savvy
  • You are articulate and poised with a clear and concise, spoken and written communication in English
  • Strong track record of navigating within large and mid-market organizations
  • Ability to develop senior level relationships quickly and effectively
  • You know how to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
  • You are a strong project manager and have experience leveraging internal resources and stakeholders to execute against deadlines 
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Proven track record of highly-professional customer service in a dynamic, start-up environment
  • You are flexible, adaptive, and resilient
  • Must be proficient with modern collaboration tools such as Slack, G-Suite, Trello
Job Function:
Or Let us know
We are always scouting for talent so please feel free to drop us a line with your CV at career.hr@kaddra.com