About the Role
Title: Strategic Customer Success Manager (UK)
Location: Remote
Job Description:
About the Team:
Netlify’s vision is to build a better web. Netlify Customer Success Managers are responsible for managing the business relationship (overall health, retention, and technical success) for some of the world’s most recognizable brands. They partner closely with key customer and partner stakeholders (often web development teams) and the broader Netlify organization – including sales, solutions engineering, product management, and support to drive impact and value. Part of your role as a Strategic Customer Success Manager will be to increase customer engagement while protecting our global net retention of customers. You will offer guidance to customers on how to best leverage Netlify to drive business and technical objectives – and will be the designated point of contact for the post-sales portion of the customer journey.
What You’ll Do:
- Serve as the primary business-related point of contact for customers within Netlify for any contractual and project-related questions, comments, or concerns
- Owns the success and engagement motions to develop long-term customer value
- Establish productive relationships with key stakeholders within our customer base
- Drive engagement and feature adoption across all in-territory accounts
- Consistently deliver against renewal goals
- Use your skills to proactively reach out to customers with account-related or role-relevant information
- Elevate customer feature requests to Product Managers
- Perform customer-facing quarterly business reviews with base, embodying the role as a strategic advisor
- Prepare and coordinate high-quality renewal reviews with a book of business
- Partner with support, solutions engineering, and product to drive valuable engagements with base
- Identify growth opportunities within the account base
- Lead webinars and/or group trainings on product roadmap and feature releases
- Travel to attend in-person customer onsite training and business reviews, as necessary
What You’ll Bring:
- Proven experience in successful implementation and communication with a large number of strategic accounts
- Familiarity with the composable architecture (MACH) approach and relevant SaaS services
- Several years of experience in Enterprise Customer Success or adjacent roles related to renewals and account management
- Ability to identify growth and development opportunities with accounts
- Demonstrated ability to foster professional relationships with key customer stakeholders
- Proactivity, organizational skills, and providing quick response times are a must
- Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform
- Ability to multi-task and manage multiple customer engagements simultaneously
- Experience in working with Salesforce, Vitally, Sigma, and Google Workspace
- A customer-service focus and growth mindset
- We welcome remote candidates based in the United Kingdom
- Strong sense of creativity and sense of ownership to build processes and drive result