Customer Success

Customer Success Manager

London, England, United Kingdom
Req ID 860

Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia. 

As our Customer Success Manager you will drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics.  You will serve as the customer’s internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic’ s webinars and client events. 

Who you are:

  • You love engaging and developing trusted advisor relationships with C-level executives and cross organizational teams tied to the clients Sales Enablement Strategy
  • Faced paced environments and shifting priorities excite you
  • Client satisfaction is of the utmost importance to you

What you'll be doing:

  • Manage the overall relationship with assigned accounts
  • Ensure renewal of assigned accounts
  • Ensure senior stakeholder relationships are grown and maintained
  • Collaborate with client to define and drive account strategy
  • Conduct regular business review meetings with key accounts
  • Translate customer needs and issues into a set of business requirements
  • Provide strategic guidance, best practices and expertise related to application use and solutions for client's business use cases
  • Uncover new opportunities and work closely with sales to cross-sell and upsell
  • Prepare clients for upcoming releases and ensure product readiness
  • Manage multiple fast paced projects
  • Craft detailed requirements of client solutions that can be passed to solutions engineering teams
  • Conduct regular business review meetings with key accounts
  • Provide ad-hoc troubleshooting, ongoing training for existing customers as needed
  • Assist with other services and support activities as required
  • Some travel will be required

What you'll bring to the team:

  • Bachelor’s Degree in Business Administration, Engineering, Computer Sciences or equivalent work experience
  • Must have prior proven success as a client advocate
  • Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel
  • In-depth knowledge of data systems and structures
  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
  • Self-starter with the ability to manage multiple projects simultaneously
  • Ability to understand and translate customer requirements
  • Critical thinking, analysis, troubleshooting, and problem-solving expertise 
  • Ability to effectively prioritize and escalate customer issues
  • Ability to adapt to a rapidly changing environment 
  • Previous experience with SaaS        

What we have for you:

  • Generous paid vacation, sick leave, and holiday benefits, including an end-of-year company shutdown
  • Paid parental leave
  • Flexible work schedule
  • Seismic Cares employee volunteer program
  • #OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency

Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. 

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.  

UNITED STATES CANDIDATES ONLY: Notice regarding COVID-19 vaccination requirement as a condition of employment. At Seismic, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new U.S. based Seismic employees, whose job requires them to meet in person with others or be present at a Seismic office in the course of their employment, must provide original documentation confirming status having received the prescribed vaccinations (doses) based on the manufacturer’s guidelines on their first day of employment. Accommodations due to medical or religious exemptions will be considered.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.