Job Description

About edays:

edays is the world's smartest absence management software. Over 1,400 companies across 120 countries, in 25 languages, trust edays' world-class platform to deliver absence and time solutions. We exist to transform the world's approach to absence, leave and time, and to change how organisations and their people experience it.

We're Human-centered:

We all belong at edays and empower each other to be the best we can. We are one team with loads of energy, making an impact for our customers and colleagues.

Job Purpose:

As a Customer Success Manager (CSM) at edays, your primary focus will be on driving success for our customers. You will be responsible for ensuring customers are maximising the value of our platform, identifying upsell opportunities, and renewing contracts through proactive outbound customer engagement. Your role will involve building strong relationships with key stakeholders, understanding their business needs, and providing strategic guidance on how to achieve their goals through our software.

Key Responsibilities:

Drive strong customer account management strategies to foster customer loyalty, maximise retention, and drive growth. This includes conducting Quarterly Business Reviews (QBRs), managing renewals, negotiating contracts, and building strong relationships with clients. Develop tailored Account Plans for key clients, outlining the Growth Strategy to drive business growth and meet targets. Identify revenue opportunities within each account, including cross-selling, upselling, and expanding user base. Serve as the primary expert on the edays platform, effectively addressing customer challenges and showcasing additional features to drive account growth. Conduct edays education webinars to promote new features and best practices. Act as a key stakeholder in influencing the product roadmap by representing the voice of the customer. Identify customer pain points and propose technology-driven solutions to enhance customer satisfaction. Utilise ChurnZero and Salesforce to proactively and effectively analyse account portfolios, identifying opportunities to develop, grow, and retain accounts.

Requirements:

ESSENTIAL:

Demonstrated success in driving customer success and retention within a SaaS/Software environment for at least 3 years. Account Manager, Customer Success Manager or similar role. Proficient in effectively managing a large and diverse portfolio of accounts, showcasing the ability to prioritize and address the needs of each customer. Strong aptitude in relationship and stakeholder management, with a track record of effectively communicating, negotiating, and building strong interpersonal relationships with customers. Proven track record of consistently achieving and surpassing targets, whether in reducing churn rates, generating leads, or growing existing accounts. Exceptional organisational skills that enable efficient time management and prioritisation of tasks to ensure customer satisfaction. Expert problem-solver with robust analytical capabilities that allow for the identification and resolution of customer issues effectively.

DESIRABLE:

Knowledge of or experience working within HRIS / HCM / HR technology industry desirable Previous experience of using ChurnZero (or other CS platforms) and Salesforce would be an advantage.

What edays Offers:

28 days annual leave plus bank holidays

2 ME days to support your wellbeing

2 Volunteering days

Opportunities for professional growth and development

Hybrid working

Competitive salary and benefits package.

Job Types: Full-time, Permanent

Benefits:

Bereavement leave Company events Company pension Health & wellbeing programme Life insurance On-site parking Paid volunteer time Work from home
Experience:

Customer Success Management: 2 years (preferred)
Work Location: Hybrid remote in Nottingham NG1 7EH