Senior Customer Success Manager
London, United Kingdom
Customer Success /
Full-time /
On-site
We are Jacquard. A purpose-built tooling for on-brand messaging that resonates wherever people are. Calibrated by language experts and producing trusted content at speed and scale, Jacquard helps leading global brands drive sustained brand affinity by harnessing the benefits of generative AI.
At Jacquard you get to work with a super smart and caring team. Our growth plans are agile and global, and we want YOU to be a part of our story.
Overview:
As a Senior Customer Success Manager within our Global Customer Success Team, you will take full ownership of a customer portfolio, serving as the central point of contact responsible for driving customer adoption, innovation, and collaborating with Account Executives to achieve account growth and retention.
This role requires exceptional project management skills, proactive engagement, and operational efficiency within a high-touch CS model.
Key in what we are looking for: A positive, naturally curious, and professional individual who thrives in face-to-face interactions.
Key Responsibilities:
Customer Portfolio Management - assume full ownership of a customer portfolio, ensuring each customer’s success through driving innovation and adoption of the Jacquard platform.
Subject Matter Expert - Immerse yourself in all there is to know about the platform, channels, use cases and integrations.
Customer Engagement - take ownership of delivering the full 360 of customer engagement (customer calls, 1:1 sessions, QBRs)
Be the Trusted Advisor - Proactively anticipate, pre-empt, and resolve customer issues, presenting tailored solutions to enhance customer experience.
Account Growth & Strategy - Collaborate with Account Executives to co-own the customer account plan, focusing on strategic goals, actions, and timelines.
Who You Are:
A results-driven professional who is passionate about customer success and takes pride in delivering outstanding results.
A relationship builder with strong communication skills, able to build rapport and maintain strong customer relationships.
Confident and articulate in presentations, both online and in-person.
A creative problem solver who can think on their feet and provide effective solutions to complex customer challenges.
Adaptable and resilient, able to thrive in a dynamic, fast-paced environment.
Eager to learn, open to feedback, and committed to continuous improvement.
Required Experience:
3+ years of relevant experience in a customer-facing role e.g. Onboarding, Customer Success, Implementations, or Project Management.
Experience in MarTech/CEP or digital marketing environment is highly beneficial.
