Customer Success - UK Clients - Remote

Overview

Customer Success role focused on renewals for UK clients of Sleek, a back-office platform for micro SMEs. The role is revenue-driven, with the main mission of achieving Sleek's revenue target by renewing all services in the existing client base.

What you'll do

• Achieve renewal rate targets on a monthly basis, along with CSAT, expansion and churn targets.
• Conduct detailed investigations into the customer's end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution.
• Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal.
• Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades.
• Understand your own pipeline, track it in a data-driven manner, and prioritise ticket resolution to drive monthly targets.
• Collaborate with cross-functional teams (accounting, corp sec, product, data) to improve renewal processes, share best practices with the team, and be proactive.

What you'll need

• A minimum of 8 years' experience as Sales, Account Management or Customer Success, in a role carrying sales targets and customer-facing responsibilities.
• Located in India or the Philippines.
• Experience working with SMEs, startups, or fast-paced setups in the UK market.
• Exposure to different cultures, as Sleek clients are from all over the world.
• Ability to resolve issues by collaborating internally and externally.
• Familiarity with Tableau, Zendesk and HubSpot.
• Experience handling complex customers and troubleshooting/escalations.
• Proactive in taking up new projects to completion.
• Strong language proficiency in English.
• Proven track record of: sales drive and ownership; humility; structured thinking and target focus; data-driven decision-making; having tough conversations in a positive way; being an excellent listener and clear communicator; being customer-centric; problem solving; collaboration; and working autonomously/entrepreneurially.

Details

• Remote role; employees can work from home and can work fully remote from anywhere in the world for 1 month each year.
• Location: Philippines or India.
• Requires consent-based background screening (education, criminal history, political exposure, bankruptcy or adverse credit history), which may affect passing probation.