Customer Success Manager

Customer Success Manager

Remote (UK)

Why Join Kallidus:

People are at the heart of everything we do and the key to our success, so it’s important that we recruit individuals who share and represent our values. Curiosity, integrity, collaboration – these are the values we live by. You need to ask questions and to find out why. You need to be true to your word. And you need to be proud to be part of something bigger, working with others will come naturally to you. At Kallidus, we champion our people’s success.

Kallidus helps our customers nurture a culture of self-led learning and ensures compliance with a user-friendly learning platform that makes learning simple and effective, whilst also driving performance with continuous feedback, goal tracking and flexible reviews.

Can you see yourself helping us take our growth to the next level? We invite you to come and discover for yourself the exciting future ahead of you.

The Job

The Customer Success Manager (CSM) role at Kallidus is pivotal in driving customer satisfaction. As a senior role in the Customer Success Management Team, you will be responsible for the realisation of customer success measures, by proactively engaging customers to derive value from Kallidus products. The CSM plays a key part in our Customer Success offering, working in alignment and close relationship with, the wider Customer Success team, including Professional Services, Customer Support and Customer Education. The role will partner with our Customer Experience Team to drive customer retention and continue to deliver exceptional customer experiences.

The CSM will develop a deep knowledge of Kallidus software, demonstrate industry best practices, and act as a trusted advisor to customers across multiple sectors and products. They will also act as a key internal stakeholder, acting as a voice of the customer within Kallidus and being part of projects and development.

Your responsibilities

• Have a deep understanding, conduct thorough investigation, document, and resolve challenges and queries to support customer’s in reaching their success measures.
• Support customer retention, with focus on continuous improvement of the customer experience and development and deepening of the customer relationship
• Take ownership of escalated customer issues in a timely manner.
• Obtain feedback from customers and use feedback to suggest change ideas.
• Deliver Customer Success and Engagement calls
• Complete and update Healthscores across our customer base
• Harness customer sentiment and advocacy via case studies and thought leadership
• Design and deliver customer workshops, focused on onboarding, optimisation, and expansion strategies
• Share wealth of knowledge and skills with teammates.
• Take ownership of individual and contribute to team retention and activity goals.
• Design and contribute team initiatives, workshops, and upskilling as required.
• Develop and maintain an in-depth level knowledge of each of the core Kallidus’ software: Learn, Perform, Off-The-Shelf content (OTS).
• Nurture collaboration within the Customer Experience team (CEMs) and across customer touch points.
• Collaborate with Customer Education and Customer Support to deliver and act as SME to develop our Customer Operations offering, education materials, and to boost the customer experience.

Your Skills, Experience and Behaviours

• In depth knowledge of HR/L&D, with exposure to configuration and implementation software systems.
• Excellent communication skills, able to build and maintain strong working relationships, with a diverse set of internal and external stakeholders.
• Enthusiasm for working with customers and colleagues alike, innovative thinking, and proactive in their way of working.
• Problem-solving experience.
• Knowledge of B2B SaaS
• Ability to show initiative and demonstrate critical thinking skills using customer data
• Commitment to the Kallidus values of Integrity, Collaboration and Curiosity.

Kallidus is a disability confident employer. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.

Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity.

Our people are the heart of our success, and diversity is what drives that. Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity.

Proud member of the Disability Confident employer scheme.