Role Overview:
Our client is looking for a proactive and relationship-driven Customer Success Manager to join their London team. In this role, the CSM will be responsible for managing and nurturing a portfolio of B2B clients, including auction houses, dealers, and galleries. The CSM’s goal is to ensure their success on the auction platform by providing strategic guidance, product education, and ongoing support.
Key Responsibilities:
- Client Relationship Management: Serve as the main point of contact for a portfolio of B2B clients, ensuring a seamless onboarding experience and ongoing engagement.
- Platform Expertise: Educate clients on best practices for using auction’s tools and services to drive visibility, traffic, and sales.
- Retention & Growth: Identify opportunities for account growth and upselling while ensuring high client satisfaction and retention.
- Support & Troubleshooting: Collaborate with the support and technical teams to resolve client issues quickly and effectively.
- Data-Driven Insights: Provide clients with performance insights, usage metrics, and recommendations to help them succeed on the platform.
- Feedback Loop: Act as a voice of the customer internally, helping to inform product development and improvements.
Requirements:
- 2–4 years of experience in customer success, account management, or a client-facing role – ideally in a SaaS or digital marketplace environment.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple clients and priorities effectively.
- Familiarity with CRM systems (preferably Salesforce).
- A customer-first mindset with strong problem-solving abilities.
- Interest in art, antiques, design, or collectibles is a plus.
- Fluent in English and ideally French (additional European languages a bonus).
Salary: £35k-40k, plus competitive commission structure
Location: London, UK (This role is hybrid, 3 days onsite)
Department: Customer Success / Sales / Account Management
Reports to: Global Director of Sales