Customer Success Manager

Mapal Group is looking for an Endinburgh based Customer Success Manager.

A Customer Success Manager engages on a counselling basis to understand our Customer’s requirements and changes to their business direction, suggesting changes to configuration or introducing our new functionality or products to support the client’s goals and help them achieve ongoing operational success. The main goal of Customer Success Manager is to build and sustain trusted business partnerships with our larger and more strategic Customers.

This role reports to: Senior Customer Success Team Lead

Responsibilities

• Manage a specific account plan for each assigned customer to ensure maximum retention.
• Protect controllable attrition and ARR value of portfolio.
• Identify customer strategy, growth plans and key contacts to uncover cross-sell and upsell leads for Sales.
• Expand and maintain a detailed account record of each account with the CRM.
• Participate with identifying industry best practices to be shared.
• Conduct Quarterly Business Reviews (QBRs) to assess performance, align on goals, and strengthen client relationships.
• Represent the company at customer visits, events, and exhibitions, fostering engagement and promoting brand presence in-person and online.

Qualities/Requirements

The successful candidate will:

• A minimum of 3 years professional experience in a customer facing role. Preferably within a SaaS business or a similar industry.
• Possess a solid understanding of Customer Success (CS) principles and best practices to drive customer satisfaction and retention.
• Have the ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Proven ability to effectively manage work across teams and disciplines.
• Have experience in hosting face-to-face meetings and liaising effectively with senior stakeholders.

Skills

• Excellent oral and written communication skills.
• Excellent personal organization skills and attention to detail
• Strong people skills. Ability to work well with a diverse multi-cultural environment Willingness to work flexible hours when required
• Ability to work independently or as part of a team and ability to take direction is a must
• Strong analytical and troubleshooting skills
• Ability to prioritize and adapt due to customer requirements.

At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitments to superior customer service and market growth.

Mapal Group offers competitive salaries, achievable incentive bonuses, career advancement opportunities and a unique employee-focused culture.