Client Success Manager

Job Title: Client Success Manager

Department: Accounts and Community

Reporting to: Head of Client Success

Location: Hybrid. London, UK

We are Datamaran: a fast-paced, energetic and high-growth technology company.

Datamaran is the only software analytics platform in the world that identifies and monitors external risks, including ESG. Trusted by blue-chip companies and top tier partners, it brings a data-driven business process for external risk and materiality analysis. In house - at any time. At Datamaran our mission is to positively impact the world by helping corporations to have a robust sustainability strategy with our SaaS platform. Literally, the software helps our clients to make the world a better place with ESG strategy decision-making! Now, we need you to help to accelerate this transformation.

We recognise that people of different backgrounds widen our perspective, so we’re committed to diversity, equality and inclusion in everything we do. Datamaran is proud to be an equal opportunity employer as such all applications received will be considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

Our eclectic team of talented individuals represent over 25 nationalities, with 50% of our leaders being female. Datamaran is a fully digital and distributed company, already with over 100 members of staff working across the globe, with offices in London, Valencia, New York and now Leeuwarden in the Netherlands.

Such a mix makes Datamaran a unique, collaborative and ambitious workplace.

Datamaran is dedicated to creating an inclusive environment where all of our employees and contractors are encouraged to reach their full potential, and individual differences are valued and respected. Datamaran is proud to be an equal opportunity employer; as such all applications received will be considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

What we are looking for:

Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product?  Do you have outstanding communication and relationship-building skills while being able to manage the commercial aspects of it?  We are looking for a Client Success Manager (CSM) whose responsibilities include supporting customers from onboarding to renewal by building close and lasting relationships and ensuring clients meet their goals in using our platform. 

You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts.

Reporting to the VP of Customer Success & Partnerships, based in London.  

You will:

• Be the main point of contact to clients throughout their Datamaran subscription by supporting them on their ESG journey
• Personalise the customer experience as needed with your knowledge of the client and leverage the training team where needed
• Communicate with the sales and implementation & training team to ensure all steps in the Sales to Client Success handoff are complete and documented
• Work with customers to set appropriate expectations in terms of technical support, address customer goals, determine target dates, manage customer tasks, and coordinate with the I&T manager to provide regular project updates during  the onboarding phase of the customer lifecycle
• Manage the full lifecycle of the customer’s journey after onboarding to renewal. This includes conducting regular cadence check-ins, quarterly business reviews, and collaborating on expansion opportunities
• Project manage the customer onboarding experience with the I&T Manager and  technical training
• Be ready to travel for in-person goal-setting, onboarding and strategic reviews with clients, primarily in Europe
• Collaborate with internal teams to ensure renewals and maximise upsell opportunities
• Be the customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations
• Collaborate with Marketing for opportunities showcasing clients’ best experience by fostering client champions’ behaviour (e.g. customer case studies, client webinars, blogs…)
• Host roundtables, webinars and other types of virtual events to boost information and resources for the Datamaran community
• Ensure clients are informed about product development, reinforcing broader communication
• Monitor customer platform usage KPIs to identify risks and opportunities
• Consistently and reliably manage your renewal and expansion forecast
• Commit to working from the London hub with your co-workers on a regular (2/3+ times per week) basis

Requirements

You have:

At least 2 years of experience as a Customer Success Manager in a SaaS company

Excellent English writing and oral communication skills

Exceptional ability to communicate and foster positive business relationships

Excellent organisational, prioritisation skills and attention to detail

Bachelor's degree or proven work experience as a Customer Success Manager or similar role

Exceptional ability to communicate and foster positive business relationships

Technical skills required, as they relate to the use of the software

Appreciated as big plus point(s) but not required:

ESG or sustainability knowledge and/or experience

Knowledge of Salesforce, HubSpot, SalesLoft software

Benefits

Some of Datamaran's Benefits available to our UK Datamaraneers:

• A dynamic and international work environment
• Hybrid working with flexible working hours
• Employee centric office in centre London
• Learning and Development path
• Competitive compensation based on experience
• 25 days of annual leave + Bank Holidays
• Private Health Insurance programme
• Pension scheme
• Gym allowance
• Subsidised lunch + Free snacks in the office, with CSO (Chief Snack Officer!)
• Datamaran is an Equal opportunity employer

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Our Values:

Performance-driven

We have different backgrounds; we are from all around the world, and we have diverse expertise. What unites us is our focus on performing at our best, continuously learning and thriving as we face new challenges.

Collaborative

We are a close-knit team who support one another with the bigger vision in mind. We think two heads are better than one, and we consult with and support our colleagues to find the best solutions for our clients.

Committed

We are an ambitious company with a mission to put sustainability risk on the radar of every business – and we are passionate about using the latest technology and our creativity to achieve that.

Agile

Change is a constant, and we are ready to bend and flex to adapt to the external environment and jump on opportunities. Our vision is clear, but the path to get there may change; we are excited about every twist and turn.

*A kind note to recruiters: thank you for your potential interest but we are currently not looking to work with any external staffing agencies*