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Principal Customer Success Manager

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Acre

2mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You need senior Customer Success experience, strong leadership skills, client relationship expertise, problem-solving abilities, a data-driven mindset, and passion for innovation in a fast-paced environment.
  • You will lead the Customer Success team, ensure customer satisfaction, drive education, optimize processes, foster relationships, and collaborate with internal teams to enhance client outcomes.

Requirements

  • Experience in a senior Customer Success or Client Relationship role, with a strong track record in leading Customer Success teams.
  • Demonstrated experience in managing and growing Customer Success teams, driving both operational excellence and professional development.
  • Strong client-facing skills with the ability to build relationships with stakeholders at all levels.
  • Excellent problem-solving abilities, with a proactive approach to addressing customer challenges and risks.
  • Data-driven mindset, with experience in tracking and reporting on KPIs and metrics.
  • Exceptional interpersonal and communication skills, with a collaborative leadership style that motivates and inspires teams.
  • A strategic thinker with the ability to balance big-picture goals with hands-on execution in a fast-paced, start-up environment.
  • Passionate about innovation, technology, and reshaping the mortgage market.

Responsibilities

  • Lead, manage and grow the Customer Success team providing guidance, mentorship, and professional development to ensure high performance and continuous growth.
  • Develop and implement strategies in partnership with the Onboarding and Activation team to ensure a successful adoption of Acre, aligning the team’s efforts with overall client goals.
  • Oversee the delivery of best-in-class day-to-day customer support, ensuring an extremely high level of customer satisfaction.
  • Drive customer education and continuous enablement to maximise customer success and minimise reactive customer support.
  • Consistently improve and optimise customer interaction processes and output through the use of automation, continual refinement and other productivity tools.
  • Act as the bridge between customers and internal teams, working closely with Product and Engineering to advocate for customer needs and contribute to the platform's evolution.
  • Build strong, consultative relationships with the relevant stakeholders in client organisations, acting as a trusted advisor and ensuring alignment with their business objectives.
  • Ensure best-in-class retention, in partnership with the Account Management team, by identifying potential risks, proactively addressing challenges, and providing ongoing guidance to clients on optimising their use of Acre’s platform.

FAQs

What is the main responsibility of the Principal Customer Success Manager?

The Principal Customer Success Manager will take ownership of Acre’s Core Success team, focusing on training, support, and content delivery to ensure exceptional customer experiences and successful adoption of our platform.

What qualifications are required for this role?

Candidates should have experience in a senior Customer Success or Client Relationship role, with a strong track record of leading and growing Customer Success teams, along with excellent problem-solving abilities and strong client-facing skills.

Is experience in the Fintech industry necessary for this role?

While experience in the Fintech industry could be beneficial, it is not explicitly required. The key focus is on having a robust background in Customer Success and a passion for innovation and technology.

What does the onboarding process for new customers look like?

The onboarding process will be developed and implemented in partnership with the Onboarding and Activation team to ensure successful adoption of Acre's platform, aligning with client goals and providing ongoing support.

How will success be measured for this position?

Success will be measured through customer satisfaction, retention rates, and tracking various KPIs and metrics indicative of customer success and engagement with the platform.

What types of benefits are offered with this role?

The role offers a competitive salary, private healthcare, a cash plan, pension contributions, a cycle to work scheme, and a vibrant office environment with monthly social events.

What is the company culture like at Acre?

Acre promotes a collaborative, entrepreneurial culture filled with passionate team members who are dedicated to making a difference in the mortgage market.

Are there opportunities for professional development in this role?

Yes, the Principal Customer Success Manager will provide guidance, mentorship, and professional development to the Customer Success team, fostering continuous growth and high performance.

Does Acre have a commitment to diversity and inclusion?

Yes, Acre is eager to receive applications from all backgrounds and is committed to creating an inclusive environment, welcoming a diverse range of candidates.

What type of individual is Acre looking to hire for this position?

Acre is looking for a seasoned Customer Success leader who thrives in a dynamic environment, has a passion for people management and customer excellence, and possesses a strategic mindset.

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Acre

Rewiring homebuying

Finance
Industry
11-50
Employees
2018
Founded Year

Mission & Purpose

Acre is transforming the way we buy property. Getting a mortgage is a huge decision, but it's also a huge pain. We're changing the way brokers, banks, and insurers manage your information to allow a faster and more transparent process for everyone involved.