Customer Success Manager - UK

SightCall is the leading global provider of visual remote assistance. In a connected, mobile-first world, businesses leveraging SightCall have the ability to see what their customers see and guide them remotely in real-time. Our solution provides a complete set of APIs, SDKs, and out-of-the-box apps that enhance enterprise processes for organizations such as Allianz, Jaguar Land Rover, GE Healthcare and Siemens.

As a global business, SightCall’s offices span across Paris, San Francisco, Frankfurt, London, New York and Singapore.

We’re a rapidly scaling SaaS company with great people, a great product, and great customers, so you’ll have significant accountability from day one, and play an important part in SightCall’s continued, rapid growth.

This role is based in the UK.

What you’ll be doing:

The Customer Success Manager will own a portfolio of accounts across a variety of industries and sectors, and act as each customer’s trusted guide and value consultant. This includes understanding how to deliver significant return on investment for each customer, working with them to discover and implement new use cases, develop success plans that align with their longer-term goals and strategies for implementing visual remote assistance, and ensure retention and growth of your portfolio.

The Customer Success Manager will also educate customers on our product roadmap and how to use our product, and lead or be involved in other responsibilities and tasks as needed to ensure the overall success of each customer as we scale our business.

• Serve as the primary contact for a portfolio of customers, representing the voice of the customer, and advocating for them internally, for example providing input into our product roadmap
• Onboard and train customers, and deliver best practice workshops and guidance to support their success with SightCall
• Develop trusted relationships with our customers, and ensure regular engagement with key customer stakeholders, including formal business reviews with leadership and executive team members, to support retention and long-term growth
• Understand and effectively communicate the value SightCall delivers to customers
• Collaborate closely with Sales, Customer Success, Product, and other SightCall team members to support renewal and expansion opportunities
• Understand customers’ long-term ambitions for SightCall within their organizations, and ensure internal SightCall teams have this feedback to understand ways we can continue to improve our products and services

What you’ll bring to the table:

There isn’t a standard mould for who we hire, but there are common qualities each member of our high-performing team possesses:

• Experience working for a software, SaaS, technology, or telecommunications company
• A passion for technology and problem solving
• A desire to be part of a fast-growing international company
• A willingness to learn consulting and basic technical skills that relate to our product and the role
• Experience working or interacting with people in different countries with different cultural approaches
• Attention to detail, with excellent communication and interpersonal skills
• A flexible approach, and an ability to operate effectively in a fast-paced environment with uncertainty and change
• Driven, self-motivated, enthusiastic and a “can do” attitude

Required Skills and Qualifications:

• A proven track record (3 to 5 years) of retaining and growing customers in an actively customer facing role
• Experience working collaboratively with and managing the expectations of both business and IT stakeholders at a customer/client
• Fluent in written and spoken English working proficiency in French, Italian or Spanish.