Customer Success Manager

Smart Search's distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

Smart Search has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

To own retention and growth for a portfolio of Strategic Accounts, our customers worth £14K to £50K a year. The Customer Success Manager makes sure these customers get clear value from Smart Search, renew with confidence and grow where it makes sense for them.

The role keeps high-touch activity proportionate to each customer's value, complexity, risk and opportunity. It uses health, usage and renewal signals to decide where to engage, so every conversation has a clear outcome, risk or growth purpose.

Customer Success is central to Smart Search's ambition to reach £100M revenue by FY30. This role is pivotal to that goal.

Portfolio and account planning

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in Hub Spot.
• Keep Hub Spot accurate, including contacts, account records, activity and forecasts.

Stakeholders and relationships

• Build strong relationships with key stakeholders, including decision makers and executive sponsors.
• Maintain contact maps so each account has more than one relationship and access to decision makers.
• Meet customers in person where it adds value, with clear success criteria agreed beforehand.

Adoption and value

• Run adoption and value reviews that show the impact Smart Search is having on each customer's business.
• Agree success criteria with customers and track progress against them.
• Capture value evidence, case studies and testimonials.

Renewal and risk

• Build renewal readiness well ahead of renewal dates.
• Spot risk early and act quickly to protect the relationship and revenue.
• Lead renewal conversations and negotiations and manage contractual obligations.

Expansion

• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

Essential

• Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers.
• Track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiation and value-led selling.
• Confident building relationships with senior stakeholders and decision makers.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in Hub Spot.

Desirable

• Experience in regulated sectors such as financial services, legal, property or accountancy.
• Working knowledge of MEDDIC or a similar sales methodology.
• Understanding of AML, KYC or identity verification.

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned Reg Tech
  100 list for 2024
  , listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards
  2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• Great Place To Work Certified 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE& I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

Our comprehensive benefit package includes:

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance - 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme
• On site gym