Customer Success Manager (US Boston) - Feefo Holdings Ltd

Feefo helps both consumers and businesses make the right decisions.  

Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.  

We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.  

We are proud to work with companies, large and small, from household names to local heroes.  

To learn more visit: www.feefo.com, LinkedIn, and Twitter. 

About the role – Customer Success Manager

Accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure ongoing retention, driving product engagement, to deliver and ROI and world class service. In addition, you are responsible for raising the company’s profile/reputation and support in building customer advocacy through PR opportunities, case studies, testimonials and referrals, supporting in a pre-sales capacity when required.   

Responsibilities:

• Pro-actively develop strong relationships between Feefo and the client including identifying key stakeholders and client motivation/buying reasons for using Feefo, advising on product integration, data structure, use of reporting, sharing industry knowledge and best practice product usage; ensuring clients understand what we do, new features, understanding issues preventing a client from getting the most out of our platform and products.
• Responding to all client queries within one working day, utilise 1st and 2nd line support and other teams to maximise service and engagement with clients, always keeping close communication with clients and managing expectations.
• This will include understanding and mapping the client’s needs, challenges and objectives, building relationships with key contacts across each department.  Ensuring clients are getting the most out of Feefo through best possible data structure, integration and logo-display across their websites and other marketing channels, regular calls and face to face review meetings in line with engagement framework. 
• Review and update CRM so Feefo has up-to-date information about its clients that can be used as part of our growth strategy, sales, brand or development purposes.
• Advising clients how best to respond to customer feedback, how to maximise their response rates utilising our products, utilisation of our products to increase their customer insights and business growth.
• Delivering a value proposition and ROI to all clients.  
• Attend meetings and prepare presentations for clients as required.
• Identify volume or new product opportunities.
• Identify and manage high risk clients within your portfolio of clients to minimise churn. 
• Collect case studies and other evidence that can be used by sales and marketing teams
• CRM management, responsible for up to date management of client data, records and account plans. 
• Accountable for activity levels (inputs) and commercial targets (outputs).
• Regularly update direct manager on reasons for churn, client feedback, issues or concerns to relevant teams/departments. 
• Demonstrating and championing our CS/Company core values

Requirements

• 3+ year’s experience in a CSM or Senior CSM role. Commercially savvy, ability to build rapport with clients at all levels, technically competent, strong work ethic.
• Professional, resilient, self-motivated, consultative, well-organized, proactive, team player, problem-solving approach, strong work ethic, excellent relationship skill, good communication skills, positive attitude
• Sales, account management, customer service/success experience
• Level of technical ability, from previous software or IT companies. 
• Commercially and technically savvy. Strategic mindset and ability to navigate complex Enterprise organizations with finesse.

Benefits

Hybrid Working & Offices

• Feefo offers a hybrid working pattern (Monday & Fridays at home, Tuesday - Thursday in office)
• Offices in London, Petersfield, Boston and Melbourne
• Lots of breakout space and common areas
• A pool table tournament & footie team

Benefits

• A competitive salary and excellent OTE average earnings that truly rewards over achievers.
• Great Location – based in Feefo's US office, located in the heart of historic Boston, MA
• Feefo offers a hybrid working pattern
• A comprehensive benefits (including a cycle scheme for fit bodies, EAP Programme and many more)
• Be part of one of the working groups including charities, CSR, wellbeing & mental health, socials and shape our programmes
• You’ll be working in a global, scale-up environment with a commitment and focus on celebrating our diverse and inclusive environment
• A committed and expert senior leadership team driving the growth of Feefo with new products and tech as a force for good
• Be a part of a 100% privately owned company – owned by Vespa Capital 

Values

• We are reliable. We’re experts in our field and demonstrate integrity in all that we do.
• We are honest. We take ownership and hold ourselves accountable.
• We are transparent. We listen, share insights and take action following feedback. We support success and learn from our mistakes.
• We are approachable. We’re here for everyone. We embrace diversity and celebrate being different, creative and innovative.