Customer Success Manager at Robert Walters

Role Overview

• SCB Global Ltd is looking for a passionate and experienced Customer Success Manager to join our growing team. In this high-impact role, you will be responsible for leading and growing our global Customer Success function to drive adoption, retention, and expansion across our enterprise customer base.
• You will be the primary point of contact for key clients post-sale, ensuring they derive maximum value from our Microsoft Teams-based UCaaS, CPaaS, and Contact Center solutions. You’ll lead a team of Customer Success Managers, create scalable customer journeys, and work closely with Sales, Support, and Product teams to deliver a world-class customer experience.

Key Responsibilities

Customer Success Strategy & Leadership

• Lead and evolve the Customer Success strategy to enhance adoption, renewal, and expansion across enterprise clients.
• Manage and mentor a team of Customer Success Managers to meet retention and growth targets.
• Own customer lifecycle processes, including onboarding, engagement, health tracking, and success planning.
• Develop and execute playbooks for driving adoption, ensuring customer satisfaction, and reducing churn.

Client Relationship Management

• Serve as a trusted advisor to key accounts, aligning SCB Global solutions with business goals.
• Conduct regular Executive Business Reviews (EBRs) and performance check-ins.
• Identify upsell and cross-sell opportunities in partnership with the Sales team.
• Act as the voice of the customer to internal teams to influence product roadmaps and service enhancements.

Process & Insights

• Build data-driven insights from usage metrics, support data, and feedback to enhance customer outcomes.
• Create reporting frameworks to monitor customer health, engagement, and revenue expansion.
• Drive continuous improvements to the customer journey, onboarding experience, and success tools.

Cross-Functional Collaboration

• Collaborate with Sales, Marketing, Product, and Support to ensure seamless customer engagement.
• Provide feedback loops to Product teams based on customer needs and pain points.
• Work with Support to ensure fast resolution of critical issues, while proactively mitigating future risks.

Required Qualifications & Skills

Experience & Background

• Minimum of 5 years’ experience in a Customer Success leadership role, preferably within SaaS, UCaaS, or Cloud Communications.
• Proven success leading Customer Success teams in a B2B or enterprise environment.
• Demonstrated ability to manage large enterprise customers and complex account dynamics.
• Technical & Commercial Acumen
• Strong understanding of Microsoft Teams, Unified Communications, or Contact Center solutions is highly advantageous.
• Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, HubSpot) and CRM systems.
• Commercially minded with a track record of driving expansion and retention metrics.

Soft Skills

• Exceptional interpersonal, communication, and presentation skills.
• Strong strategic thinking, analytical capabilities, and decision-making under pressure.
• Empathetic leadership style with a passion for building relationships and inspiring teams.

Education

• Bachelor’s degree in Business, Communications, IT, or related field.
• Certifications in Customer Success or related technologies are a plus.