Customer success manager

1. JOB TITLE:

Customer Success Manager

2. MAIN PURPOSE OF THE JOB:

The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer relationships, realised revenue, opportunity generation, governance practice and the day‑to‑day operational delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service to maximise customer satisfaction. It will require consistent frontline engagement within a marketing environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements. Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT), enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS).

Key Performance Indicators (KPI’s): Customer Lifetime Value (CLV) Net Promoter ...