Customer Success Manager

NOTE: This role is fully remote and must be located in the EMEA region/UK.

Who We Are:

Discuss is helping leading organizations, brands and agencies across the globe turn people’s experiences into insights. Thousands of Market Insights, CX and UX professionals trust Discuss to go beyond data points and bring in-depth insights to life across their organization in real-time, transforming customer relationships. With Discuss, hundreds of global brands and agencies such as Unilever, Target, Ipsos, KraftHeinz, Netgear, Ford, and Mastercard are making more informed strategic decisions faster than ever before.

To learn more about Discuss’ record growth in 2021, read the recent 2021 recap press release. In addition to Discuss having a world class Experience Management platform and an incredible team with close to no turnover (even in sales), the sector Discuss is in is exploding.

We are a rapidly growing team of customer obsessed professionals. We value efficiency, simplicity, innovation, and freakishly friendly customer service, internally and externally. We offer interesting and challenging problems to solve, and the independence to learn, grow and lead.

Who we’re Looking For:

We’re looking for a team-oriented and self-motivated addition from the EMEA region to our fast-growing Customer Success organization. The ideal addition to the Discuss team has a customer-first mentality, strong problem-solving, project management and organization skills, exudes composure and personal presence, and has a “get it done” attitude. This strong problem-solver is excited about setting and achieving ambitious goals in a high-visibility role, driving the retention and growth of some of Discuss’ most strategic customers. Some travel will be required for on-site customer visits, but overall this team member must be comfortable working remotely on a global team. This position reports directly to the Director of Customer Success (who is based in the US).

What You’ll Do With Us:

• Onboard, own and grow some of Discuss’ most strategic customer relationships, with a strong focus on generating a positive customer experience
• Consistently manage your book of business through successful annual renewals, delivering on your revenue retention target and driving high levels of customer satisfaction/NPS
• Consult with your customers as a strategic advisor, understanding the ways they define success with our software, their overall goals and identifying areas for improvement
• Generate content that drives customer interest, advocacy and loyalty; like taking the lead on Executive Business Reviews and delivering consistent, proactive strategic meetings that develop a customer’s Discuss usage
• Maximize cross-functional partnerships across all teams at Discuss: Sales, Product and Engineering, Support, Services and more
• Work with Discuss’ Product and Engineering teams to advocate for the product requests and feedback your customers offer. Your input will influence the Product Roadmap
• Define, measure and analyze risk factors to identify renewal indicators and trends over time
• Manage multiple projects and workstreams in a fast-paced environment
• Ability to travel for customer on-sites when required

What You’ve Done Before:

• Customer-facing, account management experience in the SaaS B2B tech space
• Developed excellent written and verbal communication skills
• Demonstrated empathy and comfort with presenting at the executive level
• Shown you’re detail-oriented, comfortable working in a fast-paced environment and are excited by an opportunity for your high-visibility, personal work to have a large business impact
• Identified ways to expand footprint at existing customers, working with various levels of stakeholders ranging from end users to executives
• Proven a high level of customer satisfaction and revenue retention performance

Bonus qualifications

• Previous experience in the Market Research industry
• Experience using CRM (Salesforce, HubSpot), Service (Zendesk) and/or Product Management (Pendo) software for customer management and forecasting
• Multi-lingual

Why You Should Work Here:

• We're working in a really hot space and expect to see significant growth over the coming months and years
• We’re as obsessed with our employees as we are our customers, and it shows
• We operate in startup mode and we get things done
• As a part of our team, you’ll be able to clearly see the impact of your work and have a significant voice in decision-making processes
• We are culturally diverse and geographically dispersed around the world