Customer Success Manager

Overview

In this role you will serve as the main contact for existing clients within your portfolio, blending account management, customer success, and commercial skills to protect and grow value. You will drive retention, manage renewals and risks, and uncover cross-sell opportunities, while ensuring high levels of customer satisfaction. Collaborating with the EDQ team, you’ll articulate product value and influence strategies across product, marketing and sales. This is a client-facing role at scale, focused on delivering outcomes in data quality across industries.

Pay / Benefits

• Hybrid working – 40% office based
• Uncapped commission
• Pension
• Bupa healthcare
• Sharesave Scheme
• 25 days annual leave + 8 bank holidays + 3 volunteering days

Responsibilities

• Deliver and exceed retention targets
• Forecast on a rolling 3-month basis with forecast accuracy
• Develop relationships with client executives and end-users via multi-channel outreach
• Create tailored account plans aligned to client goals and challenges
• Articulate value of Experian’s Data Validation & Data Management solutions
• Identify cross-sell/upsell opportunities within portfolio
• Collaborate with EDQ colleagues to drive customer satisfaction and revenue growth
• Use Salesforce CRM to manage client engagement and daily activity
• Identify and manage renewal risks to protect retention targets
• Lead resolution of client issues
• Contribute to EDQ’s Net Promoter Score (NPS) target
• Represent customer voice to inform product, marketing, and sales strategies

Key requirements

• Experience in Account Management, Customer Success, or Customer Retention in a B2B environment with revenue, retention, and growth responsibility
• Strong relationship management with senior stakeholders and regular reviews
• Excellent negotiation, objection handling, and commercial skills with renewal and growth management

• Relationship management
• Influencing senior stakeholders
• Negotiation and objection handling
• Cross-functional collaboration
• Communication
• Salesforce CRM

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