Customer Success Manager in Newcastle upon Tyne

We’re Oak and we’re on a mission to make the experience of communicating with employees simpler, easier and more streamlined than anyone else.

We believe there is a better way to use technology to engage employees, cut through the noise, and inspire action that puts people at the heart of organisations.

At Oak we pride ourselves on hiring great people and providing an amazing workplace culture for everyone. We know how important it is that you feel trusted, encouraged and supported throughout your career. That's why at Oak we place a huge emphasis on people, making sure that you as an employee are given everything that you need to thrive in your new role. From growth and development, to making sure that your voice, ideas and opinions are heard - we value our staff as individuals and recognize all contributions as a critical element to our wider success.

We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our customers by providing exceptional support, guidance, and strategic insights. You will serve as the primary point of contact for our customers, building strong relationships and advocating for their needs within our organisation.

Key Responsibilities:

Customer Relationship Management:

• Develop and maintain strong, long-lasting relationships with key stakeholders within client organisations, including executives, IT administrators, and end-users.

• Act as a trusted advisor to clients, providing strategic guidance, best practices, and recommendations to maximise the value of our solution.

Proactive Support and Training:

• Proactively engage with clients to understand their goals, challenges, and usage patterns, and provide proactive support and training as needed.

• Conduct regular check-ins and health assessments to identify opportunities for optimization and expansion.

Issue Resolution and Escalation:

• Serve as the primary point of contact for addressing and resolving customer inquiries, issues, and escalations in a timely and effective manner.

• Collaborate with internal technical support teams to ensure prompt resolution of technical issues and minimize downtime for clients.

Renewal and Expansion Management:

• Drive customer retention and expansion efforts by identifying upsell and cross-sell opportunities based on customer needs and usage data.

• Partner with sales and account management teams to develop and execute renewal strategies and negotiate contract renewals.

Product Feedback and Advocacy:

• Gather customer feedback and insights to inform product development and enhancements, serving as the voice of the customer within the organisation.

• Advocate for customer needs and priorities internally, influencing product roadmap decisions and ensuring alignment with customer requirements.

Requirements

• 1 to 2 years in a Customer Success role, your focus should have been on building relationships and exceeding renewal targets
• Bachelor's degree in Business Administration, Marketing, Computer Science, or related field.
• Proven experience (X years) in a customer-facing role, preferably in a SaaS or technology company.
• Strong understanding of intranet management solutions and related technologies.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build and maintain strong relationships with clients and internal
• stakeholders.
• Proactive problem-solving skills and a customer-centric mindset.
• Experience with CRM platforms (e.g.Salesforce) and customer success tools is a plus.
• Above all else we have an excellent culture at Oak which we work hard to maintain. We are looking for an experienced person that has a positive outlook and is a good fit in a highly engaged team.

Benefits

• Laptop
• Mobile
• Training
• Hybrid working up to 2 days at home*
• 25 days holiday plus
• Oak bank holidays 5 times a year
• Discretionary days (up to 5 as needed)
• Christmas closure (work permitting) between Xmas and New Year
• Pension and life insurance
• Health insurance & EAP 
• Gym contribution and Travel allowance
• Engaging social events
• Enhanced Maternity & Paternity Leave

Equality and Diversity Statement

At Oak Engage we are dedicated to cultivating a diverse and inclusive work environment where all individuals are valued and respected. We embrace applications from candidates of any background, irrespective of race, colour, ethnicity, national origin, gender, gender identity, sexual orientation, age, religion, disability, or any other protected characteristic. We believe that diverse perspectives enrich our organisation, enabling us to thrive. Our commitment extends beyond recruitment, as we actively promote equal opportunities, fair treatment, and a culture of respect for all employees. Join us in creating a workplace that celebrates diversity and fosters inclusion.