Customer Success Manager

Reporting to: VP of Customer Success
Location: Manchester City Centre, United Kingdom (Hybrid)

Salary: Competitive base salary plus commission (20% OTE)

Pimberlybuilds the Product Information Management (PIM) and Digital Asset Management (DAM) platform that sits behind millions of product listings. Draper Tools, Marshalls, Aqualisa, YESSS Electrical, EVO Group, Westcoast, Graham & Brown, Regatta and JD Sports all use it to getaccurateproduct data out to every channel they sell through.

It is the kind of software that becomes indispensable once it is embedded, which makes Customer Success one of the most interesting jobs in the business.

We are looking for a Customer Success Manager to take a portfolio of those customers and own what happens to it: the relationships, the health of the accounts, the renewals and the growth.

• Getting to know your accounts properly. Not just the person who answersyouremails, but the business, the pressures they are under and where they are heading next.
• Running QBRs people actually wantto attend, because they are strategic conversations rather than a review of ticket volumes.
• Planning renewals well in advance, pushing for multi-year terms, and having the commercial conversations that go with them.
• Spotting the capability a customer should be using but is not, building the case, and bringing inPre-Saleswhen the opportunity is real.
• Seeing a problem before the customer raises it and arriving with a plan.

• Real ownership. Renewals and expansion sit with you.
• A specialist team behind you. Technical Account Managers handle enablement and optimisation, Support handles tickets, Delivery handles implementation. You direct that resource rather than doing all of it yourself.
• A varied customer base. Manufacturers, distributors,wholesalersand household-name brands, across construction, industrial supply, electronics,homewaresand apparel.
• A growing market and a product that is improving fast, in a team small enough that what you do is visible.

• 2 or more years in Customer Success, Account Manage mentor sales in B2B SaaS, and you can talk about your renewal and upsell numbers without looking them up.
• Experience holding relationships with businesses turning over £7m or more, at director level and above.
• Commercial confidence. Asking for the business does not make you uncomfortable.
• Organised enough thatyou know your accounts,contacts and renewal dates.
• Able to hold your own in a conversation about product data and integrations without pretending to be an engineer.

PIM, DAM,eCommerceor industrial and retail sector experience is a bonus rather than a requirement. If you have run a portfolio well elsewhere, we can teach you the PIM business.

• Competitive base salary plus commission at 20% OTE.
• 25 days holiday plus bank holidays, your birthday off, and extra days the longer you stay.
• Enhanced pension, enhanced maternity and paternity leave, group incomeprotectionand life insurance.
• Health plan covering dental, optical, physiotherapy and specialist consultations, plus cycle to work.
• Realonboarding on the platform, theindustryand the customer base, in a team growing fast enough that there is somewhere to grow into.
• A central Manchester office worth coming into, and a social calendar that gets used.

Pimberly is an equal opportunities employer and welcomes applications from all suitably qualified candidates.