Customer Success Manager

Full-time; Cambridge, UK, with remote working

Who is Cambridge Intelligence?

We’re a team of data visualization experts. With our graph visualization toolkit, we help organizations to make an intelligent visual analysis of their data to ‘join the dots’ within it and uncover hidden threats.

What’s the role about?

The Customer Success Manager (CSM) ensures that that there is good engagement with all our customers through meetings and regular communication. The CSM is responsible for building and maintaining strong relationships with customers and assisting with the identification and resolution of issues. This includes onboarding, account management, license renewal tasks, hosting product update/ roadmap sessions, following up with customers on support incidents, and raising any concerns to the Customer Success Director.

You’ll keep detailed records of your interactions, building a knowledge base on customers including things like project status and training needs. You’ll also use this to produce regular reports on customer engagement metrics. There is no direct line management in this role..

Who’s the ideal candidate?

Someone who has worked in a small-medium sized software or SaaS company would be a good fit. You should have a good technical appreciation of software and web technologies and experience working within a customer success, renewals or technical support role.

You will enjoy establishing ongoing rapport with the customer’s team, specifically: developers, product managers and business executives. Many of these relationships can only be successful if you have a deep understanding of our products, the customers deployment aims/ plans and a good technical appreciation of related web technologies.

Requirements

Skills:

  • Excellent communicator with customer-centric focus
  • Experience with renewals is desirable
  • Methodical and self-motivated
  • Able to prioritize workload
  • Natural relationship building skills

Download the job description [PDF]

Apply online

Why join the team?

  • Interesting and challenging work
    We’re driven by a desire to solve difficult problems. We grow our skills with pioneering work in everything from technical engineering to visual design.

  • Make an important impact
    You’ll be trusted by your team to make significant contributions early on. You’ll be involved in projects that are key to the success and growth of our young company.

  • Development opportunities
    The best way to succeed is to invest in our people. We prioritize personal development, set ambitious goals and provide opportunities to learn on the job from your talented colleagues.

  • Innovation
    We encourage inventiveness. Everyone contributes to the success of the business: from building and promoting the product to supporting the team and driving customer success.

  • Flexible working
    We’ll give you the flexibility to work the way you want. Prefer a late start or early finish? Fit your hours around your schedule, or work remotely up to 80% of the time.

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