Strategic Customer Success Manager

Crisp was established in 2005 and began by protecting children and teenagers using online games, apps and social networks from paedophiles and child exploitation groups. Since then, our Real-time Risk Intelligence capabilities have expanded to include trolling, hate, media, influencer, terrorist, conspiracy, election interference, bad actor, agenda-driven, fringe and community groups.

As a leading expert in fast, actionable risk intelligence, we have a unique understanding of the risk signals embedded within digital chatter. This expertise is powered by our continuously-trained Risk Intelligence Graph, which helps us to protect our customers’ brands, assets and people from reputational damage, security threats and online harms.

We have spent 18 years training our AI technology to discover and track these risk signals. As a result, Crisp customers get peace of mind, 24/7/365. Today Crisp protects over $6.5 trillion in combined market capitalization for over 1,000 brands.  Now part of Kroll Digital Solutions, Crisp has the approach of a scale-up, with the stability of an enterprise.

As a Strategic Customer Success Manager, you play a critical role in the growth of Crisp.  You will  be responsible for the management of all aspects of our top tier customer accounts, including best in class account management and success, supporting and driving customer growth, managing revenue risk and analysing and driving product/ service requirement and utilisation. 

Critically, you will have a deep understanding of customer challenges, product and service needs, and combined with a solutions-based approach and problem solving abilities, you will build key customer relationships whilst keeping our customers' business objectives in mind, identifying opportunities for cross sell and upsell of accounts. 

There are several factors to consider within the role as this covers  the objective to retain, grow and expand the existing customer base.  This is split into 3 segments, this being 50% portfolio heath, 40% support growth, and 10% product efficacy/need.

Requirements

Experience and Skills

• To understand the features and functions of our products; includes ability to apply from an individual (user experience), customer (business context) and industry (domain) perspective. 
• Gain commitments from customers on next steps at each lifecycle  stage and hold them accountable for delivery as required.
• Have the ability to partner and consult with the customer to develop solutions to defined pain points. Identifies, defines and manages the objectives of a business. Must be able to specify requirements from both a business and user perspective to enable agreed changes to be implemented effectively and to add value to the partnership,
• Ability to leverage exceptional written and verbal communication to present information in a compelling, informative and concise manner for diverse and senior audiences. Effective content includes information from multiple sources including research, competitive analyses and stakeholder interviews and the ability to craft well-argued RFP, RFQ and RFI responses. 

Essential

• 2-5 years related experience working in a senior customer success role, managing top-tier / enterprise level customers,experience gained within a SaaS or client digital agency business.
• Strategic account management - proven track record in managing strategic and Enterprise accounts including experience with top-tier / enterprise level customers.
• Sales and upsell experience - experience in identifying upsell and cross-sell opportunities with a track record of achieving revenue targets!
• Passion for solving business problems using a blend of technology and human intelligence
• You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport

Desirable

• Exposure or knowledge of trust and safety, online harm,  social media risk  or PR risk highly advantageous
• A background in Finance related industries is also desirable

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and retain them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.We offer an excellent salary and benefits package which includes:

• Market competitive pay rates based your skills and experience
• Discretionary bonus scheme
• 33 days holiday including Bank Holidays (20 days in the US)
• Critical Illness insurance
• Life Insurance Cover
• Healthcare Cash Plan / Healthcare, dental and vision plan
• An attractive pension