Customer Success Manager

We are looking for a Senior Customer Success Manager to join our UK EDQ Customer Success team, focused on retaining relationships with our customers.
As the Data Quality arm of Experian, we help organisations improve the quality of data across their business and throughout the data lifecycle. Experian Data Quality supports clients across multiple industries. We achieve this support through a combination of market-leading technology, trusted reference data, and expert consulting services. The goal of this support is to drive efficiency, improve customer experiences, and deliver better outcomes.
Reporting into the CSM Team Manager, you will be the main contact for existing clients within your portfolio. You will combine account management, customer success, and commercial skills to maximise client value, retention, and growth. You will focus on securing high levels of business, identifying cross-sell/upsell opportunities and delivering excellent customer service.
Specific areas of focus within your role will be:
Deliver and exceed your retention targets.
Forecast on a rolling 3 month basis and delivering against forecast accuracy expectations.
Develop relationships with key stakeholders at client organisations, including executives, decision makers and end-users, through email, telephone and face-to-face meetings.
Understand a client's goals and challenges, developing tailored account plans to address their needs.
Articulate product value: understanding and communicating the features, benefits and unique selling points of Experian's Data Validation & Data Management solutions, and how these deliver value for your clients.
Uncover cross-sell/upsell opportunities within your portfolio by conducting client meetings aimed at identifying customer needs and pain points.
Collaborate with colleagues in the EDQ department to deliver customer satisfaction and revenue growth.
Use Salesforce CRM to support your client engagement and manage your daily activity.
Identify, recording and managing potential renewal risks to achieve your risk retention target.
Lead the resolution of any client issues.
Contribute to EDQ's NPS target. Be the voice of the customer internally, providing feedback and insights to inform product development, marketing, and sales strategies.
Experience Account Management, Customer Success, or Customer Retention roles within a B2B environment, with experience achieving revenue, retention, and growth targets.
Strong relationship management skills, with experience engaging and influencing senior stakeholders through regular reviews.
Excellent negotiation, objection handling, and commercial skills, with the ability to manage renewals, identify growth opportunities, and maximise account value.

Employment type
Full-time

Work arrangement
Hybrid