Customer Success Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Customer Success Manager

About iVvy

iVvy is a leading SaaS technology provider revolutionizing the Meetings, Incentives, Conferences, and Events (MICE) industry. Our Event Management, Venue Management, and Distribution Solutions empower venues and event planners to streamline operations, enhance customer experiences, and drive revenue growth.

We thrive on innovation, collaboration, and delivering real impact to our clients. If you’re passionate about enhancing customer experiences, driving product adoption, and building long-term relationships, we want to hear from you!

About the Role

We’re looking for a Customer Success Manager who will be responsible for ensuring customer satisfaction, analyzing customer data, retaining customers, building relationships, and capturing upsells on a day-to-day basis. You will serve as the primary point of contact for assigned accounts, understanding their needs, and promoting our products/services to meet their requirements. The ideal candidate is a motivated, detail and customer-oriented individual with excellent communication skills. You’ll report to the Head of Customer Success and partner closely with Sales, Support and Product.

Responsibilities:

• Portfolio Management - Manage a high-volume book of SMB accounts, prioritising your time using usage data, health signals and lifecycle stage rather than fixed calendar cadences.
• Revenue Growth: Meet and exceed revenue targets by actively checking in with assigned clients and identifying opportunities for a shared win.
• Needs Assessment & Reviews: Conduct reviews with clients, understanding their pain points, and priorities and tailoring solutions to address their specific requirements.
• Retention: Communicate regularly with their designated clients to identify flight risks and work to resolve any issues with the support of the broader team to retain the accounts. Ensure health scores are up to date for clients.
• Renewals: Manage renewals across your portfolio against a defined target. Identify renewal risks early and execute a light-touch save motion where appropriate.
• Evangelists: Communicate with clients regularly to cultivate brand champions, reference sites and case study candidates.
• CRM & Data Hygiene - Keep account records, health scores and engagement history accurate in the CRM. Strong data discipline is what makes prioritisation possible at this volume.
• Product Knowledge: Stay up-to-date with our product offerings, features, and competitive advantages to effectively present and position our solutions to clients.
• Support: Provide exceptional support addressing any escalations, enquiries or concerns by engaging the appropriate internal team to address, whilst continuing to own the relationship.

Requirements:

• Values: Consistently demonstrate the iVvy values and work effectively and respectfully within iVvy, with clients, with partners, and other parties at all times.
• Proven Account Manager or Customer Success Experience: Minimum two years of successful experience, preferably in a B2B environment.
• Relationship Building: Strong interpersonal and relationship-building skills, with the ability to establish rapport and trust with clients and colleagues.
• Effective Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and professionally with the ability to navigate challenging situations with diplomacy.
• Customer-Centric: A customer-oriented approach, focused on understanding and fulfilling client needs to ensure long-term partnerships. Strong problem-solving abilities and a proactive approach to finding solutions.
• Self-Motivated and Independent: You’ll take ownership of a large portfolio and make your own calls about where to spend your time. Comfort with ambiguity and structure-light environments is essential.
• Industry Knowledge: Familiarity with the industry is a bonus and a strong willingness to learn about our products and industry developments is required.
• Organisation and Time Management: Strong prioritisation skills. You’ll juggle a lot - knowing what matters most, and what to deprioritise, is core to the job.

Education & Experience:

• Minimum of two years’ experience in a customer-facing role, such as customer success, account management, or sales.
• Proven track record of managing and growing customer accounts, driving customer satisfaction, and achieving retention targets.
• Bonus: Meeting and Events Experience
• Bonus: iVvy Experience

Join the A-Team and experience the A-Life!