Customer Success Manager (Fixed-Term Contract)

Your mission

At eDesk, we empower eCommerce businesses with software solutions that drive growth and improve customer experiences. We’re seeking a skilled Customer Success Manager to join us on a 1-year fixed-term contract (maternity cover). In this role, you'll ensure our clients achieve maximum value from our products. It’s a vital position focused on building strong customer relationships, reducing churn, and identifying opportunities for growth and expansion.

Your Role at eDesk

Seamless Handover and Onboarding:

Collaborate closely with Sales to ensure a seamless handover from Day 1, providing customers with a smooth transition into the onboarding phase.
Guide customers through the onboarding process, ensuring they understand and effectively implement all key features and connect their channels.
Serve as a trusted advisor to help clients adapt our solution to meet their specific business needs from the start.

Drive Product Adoption and Customer Engagement:

Cultivate a deep understanding of our product’s capabilities and educate customers on leveraging its full potential.
Regularly check in by phone/video call with your Book of Business (BoB) to assess each customer’s product adoption, usage patterns, and overall satisfaction.
Use business acumen to identify gaps or opportunities in customers' use of the product and provide tailored recommendations for improvement.

Reduce Churn and Foster Customer Retention:

Deliver personalised account management to build deep relationships, understanding each customer’s unique needs and long-term business objectives.
Proactively implement churn prevention strategies by staying alert to early warning signs and addressing them with effective solutions.
Execute churn-saving initiatives and leverage a consultative approach to strengthen customer relationships, fostering long-term loyalty.

Collaborate Across Teams for Holistic Success:

Partner with Product, Support, and other internal teams to deliver an integrated customer experience that meets and exceeds customer expectations.
Communicate customer feedback and insights to internal teams to drive continuous improvement and innovation within our offerings.

Report and Track Customer Success Metrics:

Methodically manage and track all customer interactions in HubSpot (CRM), maintaining visibility into your portfolio’s health and progress.
Use data to measure your impact on customer retention, expansion, and overall satisfaction, sharing insights to inform strategic decision-making.

Your profile

Fluent in English (another European language is a plus)
Prior experience in Customer Success, ideally in a SaaS or high-tech environment.
Strong business acumen with the ability to analyse data and derive actionable insights.
Exceptional verbal and written communication skills; proven ability to build trust and rapport with customers.
Experience with HubSpot or similar CRM systems.
A consultative mindset with the initiative to identify growth opportunities and retention strategies.
Commitment to personal growth and staying current with industry trends.
A collaborative, can-do attitude with a commitment to fostering excellence within the team.

About us

At eDesk, we’re a team of problem-solvers, collaborators, and builders who take pride in what we do. We believe in taking ownership, staying positive in the face of challenges, and always going the extra mile for our customers—and for the success of the team. We’re always looking for ambitious people to join our amazing team.

We are looking forward to hearing from you!

Thank you for your interest in eDesk. Should you have difficulties with the upload of your data, please send an email to HR@edesk.com