Pixl8 is a leading London-based product development and web design company, working with membership organisations, associations and charities that are seeking digital solutions that go the extra mile. Since 2001 we’ve worked with over 200 organisations to build integrated websites, CRMs, bespoke software and have now consolidated our expertise into flourishing products such as ReadyMembership and EventFolio, based on our open-source Preside Platform.

Pixl8 Group Ltd is seeking client success specialists to join our growing team. As a Customer Success Manager your core accountabilities are as follows:

• Be a product expert
• Guide client through product use & best practice
• Provide recommendations for future/incoming client requests

You will help drive our Customer Success objectives including:

• Enabling smooth product delivery of new client projects that support harmonious digital transformation in their business context
• Empowering clients to continuously get the most out of the product suite through their ongoing digital roadmap development
• Nurturing a partnering mindset with clients to provide fantastic customer experience

It would be beneficial if you have worked in other technology product organisations whilst highly desirable that you have practical experience of account management as well as pre-sales, discovery and implementation processes. You will be familiar with a range of technologies including CMS and CRM or event management software.

The Role
As a Customer Success Manager, you will play a vital role in client engagement, satisfaction and retention. You will be working predominantly with consultants on product delivery, whilst also working with Project Managers on prioritisation and with the delivery teams to set-up and configure products (including extending product functionality). You’ll maintain a close relationship with the product team to be abreast of the product roadmap, release playbacks as well as feeding into product enhancements.

You will be responsible for onboarding and retaining our clients whilst expanding the usage of our products and services by providing proactive communication, guidance and support to clients through understanding their business needs to deliver solutions that help them succeed.

You will provide feedback on your clients successes and product knowledge to the marketing team who produce regular content showcasing Pixl8’s work and the success of our clients.

Your experience and ideas for improving processes and delivery will be fed into overall working practices supporting Pixl8’s continuous improvement mindset.

Requirements

• Thrive on providing great customer experience
• A passion for SaaS/software application development
• Understand your client’s business and their objectives for product adoption
• Enabling smooth product delivery of new client projects that support harmonious digital transformation in their business context
• Assist consultants in workshops and business analysis
• Empowering clients to continuously get the most out of the product suite through their ongoing digital roadmap development
• Train clients to be savvy end-users and product evangelists
• Provide proactive client engagement activities throughout the customer lifecycle to drive best practise product adoption and client success
• Nurturing a partnering mindset with clients to provide fantastic customer experience
• Communicate and influence effectively with clients and internal stakeholders
• Maintain accurate and up-to-date documentation and client communications
• Identify and leverage opportunities to provide clients with additional consultancy services that augment their business transformation outcomes
• Work with the Support and Delivery teams to coordinate resolution of any escalated customer issues

Supporting Responsibilities:

• Own all proactive and reactive retention efforts with assigned clients
• Nurture customer relationships and grow accounts through the upselling of appropriate products and services (eg. by creating, following and maintaining account plans for all assigned clients)
• Provide full-service onboarding and management services when products or upgrades are purchased/required
• Develop and maintain product expertise to create client resources and support documentation
  Apply product knowledge to troubleshoot and resolve basic technical issues
• Write scoping documents and user stories (for requests not needing escalation to a Consultant)
• Brief and give clarification of requirements to internal teams (delivery and support)
• Maintain accurate and up to date client records, including documented interactions, in the CRM
• Collaborate with the Customer Success team and Head of Operations to create a client outreach strategy
• Identify product or process improvements for efficiency and scalability
• Provide client insights, product feedback and trending issues to internal teams
• Work with the Sales & Marketing team to create client success stories and testimonials

The ideal candidate has the following skills and qualities:

• Experience in a Customer Success, Relationship Management, Consultancy, Account Management, or similar role (preferably in a Technology/SaaS environment)
• Aptitude for building and maintaining thriving and sustainable relationships
• Exceptional communicator and listener (verbal, written and presentation)
• Ability to support clients with collating objectives and setting goals (and prioritise)
• Ability to create scoping documents and user stories
• Organised, collaborative and commercially aware
• Fast-learner and willing to assume additional responsibilities as needed
• High level of initiative with a creative perspective to problem solving
• Able to multi-task with a strong commitment to accuracy and attention to detail
• Knowledge of associations and member-based organisations (preferred)
• Well-versed in CSM, CRM and events
• Experience of working in a digital agency (desirable but not essential) or working with similar client organisations

Do you share our values?

• We stretch our limits- Continuous improvement is our default mindset. We are curious, persistent and challenge ourselves and our clients to create great results.
• We act with integrity- We value the trust placed on us by our clients. We work with honesty and integrity at all times. We maintain transparency in our communications and profit is always secondary to what is right.
• We are always accountable- We confidently empower our teams to own a problem and collectively deliver on our promises.
• We care because it matters- We listen to understand, with the goal to form durable, long-term and respectful relationships.
• We dare to share- Our people are a source of strength. We respect the individual, nurture our teams and give back to our wider communities.

Benefits

• We are always keen to hear from applicants that would be interested in working hybrid, flexible hours or on a part time basis.
• 25 days of holiday + recognised public holidays
• Company socials
• Healthcare benefit
• Personal development opportunities
• We are a remote-first company that provides office space as/when needed (in London as well as Kuala Lumpur).
• We believe in a great work-life balance – we do the work and log the time but also understand needing time for family and other responsibilities