Customer Success Manager

📋 Description

• • As the inaugural Customer Success Manager at Kota Technologies Limited, you will be instrumental in shaping and leading our post-onboarding customer journey. This pivotal role is designed for an individual eager to establish the foundation of our Customer Success function, directly impacting customer retention, expansion, and overall value realization across our SMB and mid-market client base in the UK and Ireland.
• • You will be the primary advocate for our customers, acting as their long-term strategic partner. Your core responsibility will be to ensure they not only adopt but also consistently derive maximum value from the Kota Platform, particularly in relation to their employee benefits programs. This involves a deep understanding of their business objectives and how Kota can be leveraged to achieve them.
• • This is a unique opportunity to define the playbooks, establish operational rhythms, and set the high standards that will guide the future growth and scalability of our Customer Success team. You will operate at the critical nexus of customer needs, product capabilities, benefit offerings, and support services, ensuring a seamless and highly effective customer experience.
• • A key facet of your role will be to meticulously manage customer outcomes and drive retention. This means ensuring that every customer is not just live on the platform but is fully activated, actively engaged, and demonstrably benefiting from Kota's solutions. You will proactively monitor customer health indicators and implement strategies to mitigate churn risk.
• • You will serve as a trusted advisor to your clients, providing expert guidance on benefits operations, optimal platform usage, and industry best practices. This close collaboration will be essential for managing renewals effectively and fostering long-term partnerships. You will work in tandem with our Benefits and Customer Experience teams to ensure a cohesive and supportive client journey.
• • Beyond retention, you will be a key driver of account growth and expansion. This involves actively identifying and pursuing upsell and cross-sell opportunities across our diverse range of benefits, expanding into new geographies within the UK and Ireland, and exploring new use cases that align with customer evolving needs.
• • Developing and maintaining comprehensive account plans will be a critical deliverable. These plans will serve as strategic roadmaps, detailing customer goals, potential risks, key health signals, upcoming renewal timelines, and identified expansion opportunities. Accurate forecasting will be essential for strategic planning and resource allocation.
• • You will take ownership of overall account health and manage any escalations that arise. This requires a proactive approach to monitoring usage patterns, engagement levels, and operational complexities. You will coordinate resolution efforts across Customer Experience, Product, and Benefits teams to ensure swift and effective problem-solving.
• • Crucially, you will be the voice of the customer within Kota Technologies. Your role involves gathering, synthesizing, and translating customer feedback into structured insights. These insights will be invaluable in informing product development priorities, refining our success metrics, and shaping the strategic direction of the Customer Success function as Kota continues to evolve.
• • This position demands a proactive and highly organized individual who is comfortable establishing structure and processes in a dynamic, fast-paced environment. You will need to build and nurture strong relationships with both customers and internal stakeholders, demonstrating clear communication and a commitment to collaborative problem-solving.
• • By joining Kota as our first CSM, you will have an unparalleled opportunity to make a significant impact, directly influencing the trajectory of Customer Success and contributing to the growth of a company dedicated to delivering meaningful benefits to employees through innovative technology.