Coding in process Member of staff coding Silktide office shot Staff in the garden room

Customer Success Manager

  • Full time
  • Based in Derby, UK
  • Remote working available (within UK)
  • £30 - £40k D.O.E

To apply please email jobs@silktide.com and include your CV and the title of this role in your email subject.

Silktide makes software that helps companies test and improve their websites. We work with household brands around the world, such as eBay, Orange and HSBC to name a few.

As a Customer Success Manager, you’ll focus on driving retention and growth within our existing client base. You’ll report into the Head of Customer Success and work closely with Sales, Operations and Product Managers to provide a consistent, first class experience for clients using Silktide.

Our focus is making it easy for customers to launch with Silktide and ensuring they are set up to successfully grow their use of the service throughout the lifecycle of their relationship. This is more than simply taking our customers through a business review, it’s about ensuring the customer is delighted from day one, that they’re optimising their use of the service, and that they’re positioned to continue to grow their use over time.

As part of the role, you will also be responsible for instilling best practices for customer support and will provide guidance and training to customers in order to help them maximise their usage with our core products.

  • Managing accounts within an exciting growth environment
  • Effectively tailor your communication style to different audiences
  • Ensure revenue growth from existing customers through high customer satisfaction
  • Achieve and maintain high NPS
  • Help customers get the most out of the product
  • Work to deeply understand customer roles, and their challenges
  • Hold account meetings with existing customers (travel required)
  • Ensure customers are kept up to date with product improvements and new features
  • Onboarding and training new enterprise clients
  • Feedback to product on areas for improvement

You should be prepared to reach out to customers, take care of them and target problems even before they happen. It is about understanding the customers’ business requirements and looking at our solution from their point of view in order to increase the recurring revenue whilst reducing churn.

If you have previous web specific, digital agency, sales and/or account management experience, then this would be advantageous especially if this is within a SaaS environment. Your success will be measured by the success of our customer satisfaction, as well as the additional revenue generated by our customers as a result. You will be able to manage your own time, have confidence and be commercially minded. If you need something to work better, you’ll be encouraged to implement it.

This is an exciting time to join Silktide, we are growing fast and expanding internationally, so plenty of travel opportunities involved. Our office is based in Derby, with excellent transport links and remote working is an option. We offer awesome perks, flexible working conditions, a fantastic salary and the opportunity to succeed, and we think you’ll be hard pushed to find anything like this anywhere else!

To apply please email jobs@silktide.com and include your CV and the title of this role in your email subject.

We cannot sponsor visas at this time.
No agencies outside our PSL please.