Customer Success Manager

CRB Cunninghams are a UK provider with their own cashless catering, pre-order app, identity management, online payment and nutritional analysis solutions supported by a national service and support team. Our education solutions are used in over 3,000 schools across the UK to help them run efficient and effective meal and nutritional programs as well as providing a cashless solution to aid in the payment of those items, to help reduce the use of cash and the issues associated with it. 

Our mission is to help our schools throughout the UK become cashless and benefit from the numerous effects this brings, such as reduced debt, food waste reduction and free school meal anonymity to name just a few.  

POSITION: 

CRB Cunninghams is looking for a Customer Success Manager with proven experience for this brand new and exciting position where you can be actively involved in shaping the team and processes. You will report to the Contracts Manager and be a key member of the Contracts and Account Management Team.  Your role will promote retention and loyalty of our customer base using a variety of tools and processes – some already in place but many will be up to you to develop and embed. The role will be remote however we do have offices in Birmingham and Edinburgh.  

JOB RESPONSIBILITIES: 

• Conduct account reviews analysing customer data and offering suggestions for improvements in their operations adding value to the service the receive from CRB Cunninghams 

• Retention and upsell KPI’s to meet/exceed. 

• Identity at risk customers and develop action plans to mitigate attrition 

• Establish clear retention, loyalty and attrition goals and process milestones for both the Customer Success team and the wider business to deliver against 

• Increase product utilisation across our customer base 

• Own our NPS which will include transforming the data results into actionable outputs to enable us to benchmark and deliver improvements 

• Responsibility for delivering long term partnerships and lasting benefits for both CRB Cunninghams and our customers.  Work closely with the Commercial Team to implement strategies to identify further sales and investment opportunity for the Account Manager to progress 

• Review any and solve any complaints 

• Work with Marketing to showcase customers and highlight case studies and best practises within our customer base 

• Promote Customer Success values across our whole business 

Your Personal Characteristics will include: 

• Great communicator with highly developed negotiation and influencing skills 

• Challenger selling style 

• An analytical mind with the ability to evaluate and evolve approaches based on comprehensive understanding of our business goals 

• Strategic customer success experience 

• Able to form and maintain effective working relationships with clients, colleagues and third parties 

• Results driven and self-motivated with a ‘can do’ attitude and determination 

• Self-motivated initiative taker 

• Highly organised 

• A strong work ethic and the capacity to succeed in a fast-paced environment and meet deadlines. 

• Experience of running a Customer Success Team within a Software business is highly desirable 

• Demonstratable experience of reducing attrition 

• A working knowledge of Salesforce is an advantage 

• Experience of driving culture change will also be a distinct advantage.