Customer Success Manager

About CluedIn

CluedIn is more than just a customer-focused organisation—we are partners in success. Dedicated to innovation and driven by excellence, we empower our clients to achieve their business goals through cutting-edge solutions. Our team continuously strives to deliver outstanding service, setting new standards for customer value in the industry. As part of CluedIn, you’ll join a forward-thinking team that is constantly innovating and pushing the boundaries of what’s possible.

This role offers the opportunity to work closely with our US clients, managing strategic relationships across time zones and markets to ensure their ongoing success.

Why Choose To Work in CluedIn?

• Lead The Change: Be at the forefront of the data revolution.
• Microsoft-Endorsed Expertise: as the Microsoft-recommended partner for Master Data Management (MDM), leverage cutting-edge solutions with our expertise.
• Never Stop Growing: Access continuous learning and development opportunities.
• Strength in Diversity, Power in Unity: Join a diverse team united by innovation.
• Work Your Way: Enjoy flexible hours and remote work arrangements.
• Recognition That Counts: A culture that values and recognises your contributions, offering competitive compensation and a comprehensive benefits package.

Customer Success Manager (US Client Accounts)

Reporting to the CPO, the Customer Success Manager (CSM) will play a pivotal role in ensuring the seamless delivery of our innovative solutions and maintaining strong client relationships. This role will specifically focus on overseeing our US clients, ensuring their unique needs are met and driving value through strategic engagement. If you're excited about fostering customer success, building relationships, and driving value through complex technical solutions while working with US-based clients, this opportunity is for you.

Key Responsibilities:

• Lead with Purpose: Drive the full lifecycle of projects using agile methodologies, ensuring projects are delivered on time, within scope, and aligned with client expectations.
• Proactive Risk Management: Identify potential risks early, remove roadblocks, and communicate transparently to maintain project momentum.
• Customer Relationship Champion: Build and nurture strong client relationships, acting as the primary point of contact during project delivery and beyond. This role will specifically focus on our US clients, ensuring a tailored approach to their needs.
• Monitor & Measure Success: Track and report project progress through key performance indicators (KPIs), delivering updates to internal and external stakeholders.
• Problem Solver: Resolve customer enquiries and influence the product roadmap through valuable client insights and feedback.
• Product Advocate: Act as a CluedIn expert, leading client training sessions to boost product adoption and utilisation.
• Upsell & Cross-Sell Strategist: Identify opportunities to enhance client value through upselling and cross-selling of our solutions.
• Deliver Value: Ensure every project deliverable is aligned with client goals and consistently exceeds expectations.
• Commercial Focus: Manage projects with a clear understanding of financials, ensuring profitability while delivering high value to clients.
• Drive Continuous Improvement: Champion best practices, improving processes, and methodologies to optimise project outcomes.
• Secure Long-Term Relationships & Renewals: Foster lasting relationships to ensure contract renewals and long-term client success, with a focus on US-based clients.

Skills & Qualifications:

• Experience working with US-based clients is highly advantageous.
• Proven success in project management, ideally in fast-paced, high-stakes environments.
• Strong communication and interpersonal skills, with a demonstrated ability to build and sustain client relationships.
• Commercial awareness with a solid understanding of financial management, budgeting, and contract terms.
• Problem-solving mindset with the ability to anticipate and resolve issues.
• Experience managing multiple projects simultaneously with a customer-first approach.
• Bachelor’s degree in Business, Management, or a related field; PMP certification is a plus.

• Customer-first mindset with a passion for delivering value and success to clients. 
• Strategic thinker with a focus on achieving both short-term and long-term goals. 
• Adaptable and flexible, able to respond to changing needs and challenges. 
• Commitment to excellence, professionalism, and integrity in all client interactions. 

Company Benefits (or equivalent dependent on country):

• Stock Options: Eligibility for our stock option programme, allowing you to share in the company’s growth and success.
• Support for Cost of Living: Receive quarterly support to help with the cost of living.
• Home Office Comfort: Benefit from a £500 (or equivalent) budget for setting up your home office.
• Health and Well-Being: Comprehensive private healthcare package, including a healthcare cash plan, life insurance, and access to our Employee Assistance Programme.
• Time Off: Enjoy 25 days of annual leave plus standard public holidays.
• Investing in Your Growth: We provide 5 paid training days annually, allowing you dedicated time away from work to focus on your professional development.
• Flexible Work Environment: Embrace a flexible working environment with a remote-first policy.
• Work From Anywhere: Flexibility to work from various locations, including abroad, for up to 120 days per year as part of our employee well-being strategy.
• Team Adventures: Participate in exciting global team-building experiences.