Enterprise Customer Success Manager

Freespee. 24 nationalities. One brand.

Freespee is a vibrant team of over 60 people made up of 24 nationalities located across London, Paris, and Uppsala. We have a few simple values that are core to the way we work together: be genuine, stay focused, engage others, but most important, make an impact.

Your work, by nature, will accomplish just that. Impact. It will be key in how Freespee delivers its mission, which is to monitor, orchestrate, analyse and optimise human to human conversations. We do this to help businesses ensure they can provide a unified and consistent brand experience to their customers across all conversational channels. We do this because we recognise that the successful companies of the future are the ones that have full control over their customer journeys, not just what happens online.

With a global customer base spanning 20 countries, Freespee already helps its customers capture, analyse, and in some cases recover over 30 million conversational touch-points happening over SMS, email, phone, and WhatsApp each year. With your help we hope to expand this reach to continue helping businesses provide the best conversational journey for all of their customers in a way that looks out for not only the business’s profits, but also the customer’s privacy and safety.

About the role
The Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of Freespee customers by increasing adoption of the Freespee product suite via the delivery of the Customer Success Programme.

What you’ll do

- Revenue retention and growth for a portfolio of existing Freespee customers

- Delivering the Freespee Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Freespee product suite

- Maximising the value and business impact of Freespee by establishing customer goals and KPI’s and working with them to continuously optimise these

- Building and developing strong customer relationships and growing the understanding of the Freespee value proposition across multiple business units and markets

- Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross sell opportunities

- Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn

- Freespee product expert, delivering ongoing Freespee product training to a wide range of customer stakeholders

- Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision

- You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support and Marketing teams

Who you are

- 3+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management

- Commercially savvy and experienced in working strategically to achieve customer retention and revenue growth over time

- Experience working with large businesses and brands with complex organisations

- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)

- Strong written and verbal communication skills and in person and virtual presentation skills. C-level experience highly valued

- Experience delivering product training and/or product demonstrations highly valued

- Good time management and project management skills

- Experience in the Customer Experience (CX) SaaS platform space highly valued

- Evidence of an understanding of API integrations and customer ecosystems highly valued

- Fluent English is essential and other language skills are highly valued

- Understanding of the Automotive and/or Real Estate industry highly valued

- Understanding of the marketplace/classifieds industry highly valued

Where you’ll be and how you’ll work

You can be based in UK, France or Sweden with a mix of remote and work on site from our London, Paris or Uppsala offices

We focus on providing a proper work/life balance, one that prioritises family, life, fun and work.

We are flexible on remote work. You decide together with your manager how often you will meet your team face to face.

We work business hours, but we understand that life sometimes gets in the way.

We do online yoga each Friday, team activities in Sweden, France or the UK, and participation in inspiring events.

What you’ll get in return

Country specific health and family insurance

Country specific retirement contribution

Sporting & wellness opportunities

Virtual yoga lessons every Friday

Online courses to improve hard or soft skills

Internal and external learnings if needed

Flexible and remote work to suit your personal working style

Recurring team events in France, Sweden and the UK

True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other

A solid team environment in a company of friends

We know that some people may hesitate to send their application if they feel they don't correspond to all the points of the job description. But if you feel that Freespee and our diversity are made for you, please send us your CV!