Customer Success Expert (SaaS)

In this role, you'll:

• Own a portfolio of business customers - developing strong relationships with key stakeholders across different regions and departments.
• Act as the central point of contact for your accounts - with full visibility of how customers are using the software, including what's working well, where issues are arising, and where improvements can be made.
• Monitor and manage tickets/issues - keeping track of what's being raised across different users and ensuring resolutions are timely and effective.
• Run monthly or quarterly account health reviews - depending on account size - presenting insights, identifying risks, and creating success plans.
• Proactively identify opportunities to improve the customer journey - suggesting new features, highlighting adoption gaps, and guiding customers to get the most from their investment.
• Support product rollouts and adoption - introducing new tools or features to customers, not in a sales capacity but by helping them see how new solutions can add value.
• Collaborate with internal teams - sharing customer insights and feedback with Product, Development, and Sales so the wider business can learn from real-world usage and continually improve.
• Spot trends across accounts - such as common technical challenges, usage patterns, or requests - and ensure these are addressed both at the client and business level.
• Be versatile in communication - engaging with clients via phone, email, video meetings, and face-to-face visits when required.