WINT Water Intelligence is dedicated to helping businesses reduce their environmental footprint by preventing the hazards, costs, waste, and environmental impact associated with water leaks and waste. Utilizing the power of artificial intelligence and IoT technology, WINT provides a solution for commercial facilities, construction sites and industrial manufacturers looking to cut water waste, reduce carbon emissions and eliminate the impact of water-leak disasters. WINT has been recognized by Fast Company and CB Insights as one of the world’s most innovative AI companies and has won multiple awards including “Next Big things in Tech” and Insurance Times’ claims prevention technology award. 

Job Brief

We are seeking a highly skilled Customer Success Manager with a background in managing multi-disciplinary projects and expertise in the renewal process. As a Customer Success Manager, you will be responsible for driving customer success and ensuring long-term customer satisfaction within the UK market. Your primary focus will be on building strong relationships with customers, understanding their needs, and helping them derive maximum value from our products and services. Additionally, your experience in managing the renewal process will be essential in driving customer retention and growth.

Key Responsibilities

• Serve as the main point of contact for customers in the UK, developing and nurturing strong relationships with key stakeholders.
• Understand customers' business objectives, challenges, and desired outcomes, and provide strategic guidance to help them achieve success.
• Collaborate with customers to define success metrics, key performance indicators (KPIs), and milestones to measure progress and demonstrate value.
• Develop and execute comprehensive customer success plans that align with customers' goals and ensure a smooth onboarding and adoption process.
• Proactively monitor customer health and engagement, identifying opportunities for upselling, cross-selling, and expansion.
• Lead the renewal process by effectively managing renewal discussions, addressing customer concerns, and negotiating contract renewals.
• Conduct regular business reviews with customers, providing insights, recommendations, and value-added services based on their specific needs.
• Serve as the customer advocate within the organization, representing customers' interests and driving product improvements and enhancements.
• Collaborate closely with sales, marketing, and product teams to align customer needs and expectations with the company's offerings.
• Stay up-to-date with industry trends, best practices, and market dynamics to provide expert advice and guidance to customers.
• Maintain accurate and up-to-date customer records, activities, and interactions using CRM systems.

Required Skills and Experience

• Bachelor’s degree in business administration, Marketing, or a related field. Advanced degree is a plus.
• Minimum of 2 years of experience in customer success management, account management, or a related role, with a background in managing multi-disciplinary projects.
• Strong experience in managing customer renewals and achieving high renewal rates.
• Solid understanding of the UK market dynamics, customer preferences, and industry trends.
• Excellent communication and relationship-building skills, with the ability to interact with customers at all levels of the organization.
• Strong analytical and problem-solving skills, with the ability to understand and address customer challenges.
• Results-oriented mindset with a focus on driving customer success and achieving business objectives.
• Familiarity with CRM systems and customer success platforms.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.
• Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
• Experience in the technology/software industry is preferred.