Customer Success Manager

Description

Join Our Team as a Customer Success Manager! 🌟

At ITG, we empower marketing and creative teams at leading brands to enhance their creative production processes and execute marketing campaigns more efficiently. Our innovative platform allows clients to streamline workflows, automate production with templates and AI, and launch engaging campaigns rapidly.

Our mission is to transform how creative assets are produced and utilised. We believe that while creativity requires time, the means to produce creative work should not hinder innovation. We are passionate about using technology to enhance creativity.

Our customer-centric approach is driven by our organisational values: we embrace risks, welcome change, and prioritize trust.

Your Role:

As a Customer Success Manager, you'll play a vital role in ensuring customer satisfaction and retention. You'll manage account planning and deepen customer relationships, aiming for upsell opportunities by unlocking value through comprehensive utilisation of our platform. You'll collaborate with Account Directors, Sales teams, and Product teams to achieve these goals.

Key Responsibilities:

• Understand the client’s needs, objectives, and challenges thoroughly.
• Enhance client adoption and engagement to foster loyalty.
• Develop and execute account plans.
• Build and maintain strategic relationships with key stakeholders.
• Provide guidance to clients in their day-to-day operations.
• Deliver platform training and onboarding, including change management processes.
• Communicate client requests for features and improvements to Product Owners.
• Identify opportunities for growth and engage with the broader account team.

What We Value:

• Entrepreneurial spirit
• Proactive opportunity recognition
• Ownership mentality
• Impact-driven focus
• Ambition and drive

Requirements

We’re looking for someone who is not only skilled but also a joy to work with:

• Experience in account management or a similar role like Customer Success Manager or Key Account Manager.
• Confident in business settings with sharp analytical skills.
• Assertive communicator who leads meetings and provides actionable insights.
• Growth-oriented with a strong commercial acumen.
• Efficient, consistent, and structured in your approach.
• Bachelor's or Master’s degree in Communication, Media, Economy, Marketing, or Behavioral Sciences preferred.
• Tech-savvy with a willingness to master our platform.
• Excited to thrive in a scale-up environment.
• Positive, enthusiastic, and solution-focused mindset.
• Excellent communication skills with a commitment to client success.
• High sense of responsibility both internally and towards clients.
• A collaborative team player who is eager to learn and humble.

Benefits

**Work’s a treat!

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On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.

• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.

• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.

• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

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We Value Diversity**

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

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What next?

**If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.

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