Customer Success Manager

Reporting to the Head of Account Development, as part of our growth, we’re looking for a Customer Success Manager to help craft the company's customer success strategies, building strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. To succeed in this role, you must be comfortable using your analytical skills to identify problems, find solutions, and improve relationships.

Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions and improve customer experience through product support whilst handling customer complaints and requests.

Successful candidates must be social and analytical, possess an aptitude for learning and using new software, and communicate clearly and effectively. In addition, the ideal Customer Success Manager should engage with customers, maximise value, and create strategies to sustain our customer base.

About us

Future Anthem humanises data with AI to personalise the player experience for everyone. Our market-leading data products and solutions enable our customers to intimately understand their players’ entire journey in real-time to help them onboard and retain players responsibly.

Future Anthem’s Amplifier AI product is powered by Microsoft Azure and Anthemetrics – the world’s first data science platform built for the gambling industry, which has processed more than 170 billion player transactions. Today, Anthemetrics is the largest independent behavioural dataset of players globally.

We are trusted by the world’s leading gambling operators and studios – including Bally’s, Betfred, Big Time Gaming, Blueprint Gaming and Paddy Power Betfair – Anthem was named Data & AI Partner of the Year at the 2022 EGR B2B Awards and Software Rising Star in 2021.

Future Anthem is a team of intelligent, inquisitive, and talented people passionate about data and results. We offer a positive, flexible working culture and the opportunity to work with the latest technologies in an exciting, constantly evolving industry.

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  • Own the overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
  • Establish a trusted and strategic partner relationship to help drive the continued value of our products and services.
  • Maintain and develop customer success strategies and best practices, as well as customer support content.
  • Communicate effectively with internal and external senior-level management to understand customer needs, maximise retention and growth, and communicate learnings.
  • Identify, lead, and action cross-sell and up-sell opportunities within the customer base.
  • Maintain existing customer success metrics and data as directed.
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
  • Facilitate interaction and workflow between data and commercial teams to ensure timely deliverables.
  • Collaborate, problem-solve, and strategise upcoming client meetings with team members.
  • Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement.
  • Work with the wider sales and marketing teams to drill customer references and develop case studies.

About You 

  • Experience working within Customer Success or related customer-facing teams in the technology, SaaS and/or gaming sector.
  • General experience in sales or account management.
  • Can grow a team and function.
  • Flexible in approach.
  • Excellent communicator with the ability to build relationships with multiple stakeholders.
  • Previous start-up experience is desirable.
  • Strong verbal and written communication, strategic planning, and project management skills.
  • Gregarious and energetic, enjoying working with and networking with customers.
  • The analytical and process-oriented mindset with an affinity to data and measuring value.
  • Comfortable working across multiple departments in a deadline-driven environment, leading customer-orientated initiatives.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Bachelor’s degree.
  • Knowledge of HubSpot and Azure DevOps is an advantage.

Location: London or within reasonable travel distance.

Type: Permanent/ FTE