Senior Customer Success Manager

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About 15gifts

At 15gifts, we’re obsessed with the psychology of choice. We study the key principles that drive people to make confident choices on the high street, and we pour this insight into our intelligent decision engine technology to replicate the experience online.

We work with some of the world’s leading brands, powering thousands of confident customer decisions every day. Our partners include Verizon, O2, Sky, Virgin Media, EE and BT.

We also love data; with every interaction, we learn more about our customers - gathering insights and generating increasingly accurate recommendations.

We’re a fast-growing company and we’re excited about the opportunities that lie ahead. We’re a team that’s made of driven and ambitious people, and we’re looking for someone to become part of our success story.

About the role

At 15gifts we care deeply about the success of our clients. Everything we do is to drive strategic partnerships, value, and innovation.  

The Customer Success team at 15gifts builds lasting partnerships that drive value, help our clients scale and grow, and keeps us innovating.  

We are looking for a Senior Customer Success Manager to join the team, you will own a book of enterprise clients. 

The person we’re looking for

  • A strategic collaborator: you know how to engage with enterprise clients in order to build an understanding of their business challenges and goals. Using this knowledge you can align goals to the products and services of 15gifts, creating success plans that drive measurable value. You can lead your 15gifts Squad (Analyst, Data Scientist, and Product Owner) to execute on success plans to the highest standard and are confident in setting client expectations. 

  • Commercial and data-driven: you have great attention to detail and use insights to spot opportunities for innovation and growth. You have proven experience in delivering on client renewals and revenue growth and use your commercial and data awareness to lead strategic quarterly business reviews.

  • A relationship builder: you can build deep and meaningful relationships both internally and with your clients. You have a proven track record in building customer champions and are confident in working with senior executive sponsors. 

You’ll be responsible for

  • Accountable for the relationship, retention, and growth of a book of big brand clients with a starting value of over £500k per annum 

  • Establishing a trusted advisor relationship with our clients, driving value from 15gifts products and services

  • Successfully onboarding new clients, leading on using insights to create value stories and building key relationships in the first critical months and beyond

  • Understanding our clients’ business goals and work with key stakeholders to develop a partnership strategy and success plan, delivering measurable outcomes

  • Understanding data to provide proactive value stories and insights which demonstrate ROI; using insights to plan and execute on performance improvement strategies 

  • Leading a 15gifts squad to achieve on client goals and deliver against the agreed success plans  

  • Mapping the clients’ organisation to identify key influencers and decision-makers whilst building strong partnerships with executive sponsors and champions across different teams

  • Proactively forecasting growth and risk whilst creating and delivering on risk mitigation strategies

  • Coordinating and leading regular business reviews for our clients with clear outcomes on client health and opportunities with senior stakeholder attendance 

Skills and experience

  • 3-4 years of prior experience in a customer-facing, commercial role 

  • Has owned a book of enterprise clients, working across multiple teams/regions

  • Can lead and work as part of an internal team on strategic engagement from ideation and goal creation to execution and delivery with clear success metrics 

  • Experience in delivering large scale projects for a client, working across multiple teams and leading on communication and delivery 

  • Has experience in renewals, risk management, and growth

  • Comfortable forecasting revenue to an accurate and high standard 

  • Can demonstrate the ability to develop executive champions at a strategic level 

  • Very good technical competence and has an understanding of data and digital e-commerce

  • Self-starter who is proactive, detail orientated, can prioritise their workload and manage multiple projects and initiatives consecutively 

  • Great communication skills; clear written and verbal communicator, confident in-person communicator and presenter

  • Desirable experience of working with or within media/telecommunication companies

Why choose us

Our Culture

Our success is underpinned by our cultural values. These values are not something we stick up on a wall – they don’t need to be. They are behaviours that we recognise and celebrate in each other. They are what we live by every day.

Our Cultural Values

  • Celebrate brilliance

  • Take ownership

  • Share Insights

  • Look for a better way

  • Support each other

Our values are driven through Culture Club – a staff team that rotates every quarter. Advocates for our culture as we grow, Culture Club activates ideas, makes improvements and helps everyone to connect.

Our office and remote working

We can confidently say that our sea-view office is one of Brighton’s best. However, we’re currently all working from home and we’ll be taking a cautious approach to returning to our much loved office.

Our plan moving forward is to have a remote workforce that can work from any location in the UK, but that also have access to our Brighton office space when they choose. We believe this offers ultimate flexibility to our team, and is reflective of how people will work in future. We also recognise that this will allow us to bring in a wider range of talent to our business, which is something that we’re really excited about.

We see this flexibility as a key employee benefit and all we ask is that you come into the office for a minimum of 3 days per quarter, which will include our quarterly team get together.

When in the office, we have flexible workspaces, which means you’re not tied to a desk, unless you want to be. You could work in a sociable spot on floor 4, or set yourself up with a screen on floor 3. This is everyone’s space and it’s available after work – our staff host everything from gaming and craft nights to adventure film screenings. However, we will of course be following strict social distancing and health & safety guidelines for as long as is advised.

Benefits include

  • Remote working for our team in any location across the UK

  • Employee Assistance Programme (confidential counselling)

  • Medicash healthcare scheme (reclaim costs for dental, physiotherapy, osteopathy and optical care)

  • easitBrighton travel scheme (discounted public transport options)

  • Cycle to work scheme

  • Life Insurance scheme 

  • 33 days holiday (including bank holidays)

Other extras in the office

  • On site changing rooms, showers and internal bike storage

  • Breakfast, fresh fruit, snacks, beers, locally-roasted coffee

  • Food for thought: lunch and talks every Friday

  • Yoga and other fitness activities

  • Regular social events, including Friday drinks and book club

  • Visits from friendly office dogs

For more information on what it's like to work at 15gifts, check out our recent Talent Talk with Wired Sussex

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