Job Description

Company Overview

We are Matrix Booking and we exist to help companies and employees maximise hybrid working through our award-winning desk and room booking and visitor management software.

We partner with a wide range of companies, from central government, local councils, NHS trusts through to blue chip brands and start-ups, and have fantastic relationships with our clients.

We are committed to building a business that values and respects employees, our clients and the world around us and are delighted to be B Corp certified.

Summary

We are seeking an experienced Senior Customer Success Manager to join our team and take a leadership role in delivering world-class service to our customer base. The Senior Customer Success Manager will be a strategic advisor to our customers, driving customer satisfaction, retention and growth whilst mentoring junior team members.

Key Responsibilities

Managing a portfolio of key enterprise and strategic accounts, ensuring they achieve maximum value from Matrix Booking Acting as the primary point of contact for escalations and complex customer challenges Leading quarterly business reviews with senior stakeholders to demonstrate ROI and identify growth opportunities Developing and implementing customer success strategies to improve retention and reduce churn Mentoring and supporting junior Customer Success Managers Proactively identifying and securing upsell and cross-sell opportunities across your portfolio Building executive-level relationships with key accounts Responding swiftly and strategically to client communications, particularly for high-value accounts Designing and delivering bespoke training programmes for clients Conducting on-site visits to understand customer challenges and strengthen relationships Collaborating with Product and Development teams to advocate for customer needs and influence roadmap decisions Maintaining accurate records and forecasts in our CRM system Creating and negotiating quotes for renewals, expansions and contract negotiations Working with Finance to manage commercial aspects of accounts including payment collection Driving improvements in customer satisfaction scores (NPS) across your portfolio Contributing to the development of customer success processes, playbooks and best practices

Required Skills & Experience

Proven experience (3+ years minimum) in customer success or account management within a SaaS/B2B environment Demonstrable track record of managing enterprise accounts and driving revenue growth Experience conducting executive-level business reviews and building C-suite relationships Strong commercial acumen with experience in contract negotiations and renewals Excellent written and verbal communication skills with the ability to influence and build credibility with diverse stakeholders Experience using CRM and customer support tools to manage accounts and track customer health Proven ability to mentor and develop junior team members Exceptional attention to detail and organisational skills Ability to work independently, prioritise competing demands and manage complex stakeholder relationships Strategic thinking with a proactive, solutions-focused approach
Compensation for this role is salary-based only, with no commission scheme currently in place.

The location of the role is currently REMOTE (within the UK), however it is expected that you will be meeting various clients on a regular basis so access to be able to visit sites at a variety of locations throughout the UK is essential. Our teams get together in person periodically and the whole company meets together twice per year.

Benefits

25 days annual leave plus bank holidays, birthday leave and the ability to buy/ sell annual leave) Pension scheme Private medical cover Group life insurance Enhanced Maternity pay Enhanced Paternity leave & pay Training & development opportunities Flexible working Salary sacrifice schemes for electric vehicles/ bicycles Company events
Matrix Booking Limited is an equal opportunity employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity or sexual orientation. We are an inclusive organisation, committed to ensure that our recruitment and selection procedures are fair, free from discrimination and based solely on relevant aptitudes, skills and abilities in line with the advertised vacancy.

Please note

: In order to meet our legal obligations, we can only consider applicants who have the right to work in the UK.

If you're passionate about helping customers succeed and want to be part of an innovative tech company, we invite you to apply today!

Job Types: Full-time, Permanent

Pay: 45,000.00-52,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Life insurance Paid volunteer time Private medical insurance Work from home
Application question(s):

Have you worked in a SaaS environment before?
Experience:

Account management: 3 years (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Remote