Senior Customer Success Manager

Title: Senior Customer Success Manager (North America)

Location: Remote Remote GB

Workplace: Fully remote

Job Description:

Description

We make journeys easier and more enjoyable by giving our customers and their passengers a stronger sense of control. From disruption management to hyper-personalised pre-departure communications and mobile boarding passes, we build the technology to help companies stay connected with their customers at every stage of their journey.

Established in 2000, we have since grown to become one of the travel industry’s major suppliers of passenger messaging solutions. More than 60 airlines, rail and travel management companies, including British Airways, Flight Centre, Qantas, Ryanair and JetBlue use our notifications platform. With exciting plans for the future, it’s time for us to expand our growing team and we’re hoping you are who we’re looking for.

 

Our culture:

Our culture is at the heart of what we do every day, and travel is part of that too, that’s why we’re proud to live by our values.

Flying high: yet still climbing We know our stuff and are happy to share our knowledge and expertise. We pride ourselves on being at the top of our game and strive to keep learning.

People are our passport to success: they're at the heart of everything we do We develop strong relationships built on trust and respect, and always do the right thing by each other and our customers.

Accelerating forward: embracing change, challenge and growth Whether it's for ourselves, our colleagues or our customers, we are always looking for ways to improve and to grow. We're not afraid to challenge the status quo and drive change with enthusiasm.

All inclusive*: we're a strong, collaborative community We share the same vision; to make 15below the best it can be. We pull together to make it a reality, look out for each other along the way and make sure everyone's voice is heard.

Enjoy the journey: bringing fun and positivity to everything we do We're proud and passionate to be part of the 15below family, and never take ourselves too seriously. Having fun is really important to us.

* We are committed to maintaining our welcoming and open culture where differences are embraced. We know that some people are hesitant to apply for roles unless they tick every box, but if you’re excited about this role and your experience doesn’t fully align, we encourage you to apply anyway. You might be the right person for this or other roles.

We’re certified with Flexa, making us a ‘truly flexible employer’. Flexibility is part of our culture and if you’d like to know more about this then take a look at our 

We're also proud to have earned a  and are officially a great place to work for wellbeing and for women. This year, 95% of employees said it’s a great place To Work – 41% higher than a typical UK company.

 

The role:

As a Senior Customer Success Manager at 15below, you’ll build deep, trusted partnerships with a portfolio of customers in the global travel sector.

You’ll play a key role in helping customers achieve measurable outcomes from our platform, while contributing to the growth and maturity of our Customer Success function. You’ll combine strategic thinking with hands-on delivery, drawing on your knowledge of the travel industry, product expertise, and commercial awareness. You’ll be:

As a Senior Customer Success Manager at 15below, you’ll build deep, trusted partnerships with a portfolio of customers in the global travel sector.

You’ll play a key role in helping customers achieve measurable outcomes from our platform, while contributing to the growth and maturity of our Customer Success function. You’ll combine strategic thinking with hands-on delivery, drawing on your knowledge of the travel industry, product expertise, and commercial awareness. You’ll be:

• Forming strategic relationships with a small portfolio of regionally-focussed high-impact customers (in-person and remotely)
• Developing and maintaining an excellent understanding of the 15below platform and how it is used by your individual customers, helping them with their everyday use,  warm handoffs to Support and Training teams, as needed
• Auditing customers’ platform usage, presenting findings along with product updates and demos to drive best practise and feature adoption
• Holding regular strategic touchpoints, employing tactics such as business reviews, case studies, success stories and success planning to ensure customers achieve their desired outcomes
• Through those touchpoints, using questioning and listening skills to understand customer objectives and map to 15below’s capabilities
• Using travel industry expertise to build trust, inspire and guide customers
• Overseeing customer onboarding to ensure optimal time-to-value, in collaboration with the Product Training Manager and other teams
• Identifying, qualifying and mitigating for risks at the use-case, module and account level 
• Supporting Account Managers with renewals and expansion opportunities
• Supporting the Head of Customer Success in evolving the function
• Contributing to team excellence by sharing knowledge and best practices

Measurements of success in this role:

• Customer success stories and advocacy
• Customer retention (GRR)
• Portfolio growth (NRR)

Requirements

The kind of person you are:

• Proven results in Customer Success in a B2B enterprise software environment, preferably supporting customers across North America.
• Experience adapting to the diverse needs of different regions and cultures
• Experience with a high-touch CS practice, where you have operated as a strategic partner to senior stakeholders in enterprise organisations
• Strong knowledge and enthusiasm for the travel industry (direct experience is a big plus)
• Strategic and commercially minded; you can demonstrate how you establish and ensure customers achieve their desired outcomes
• Data analysis skills
• You have a people-focussed approach, and can build excellent relationships with internal and external stakeholders.
• You work effectively as a member of a globally distributed team.
• Excellent written and verbal communication skills, with fluency in English

 

Skills to impress:

• Proficient in German, Spanish or Portuguese at a professional level
• Experience with travel technology platforms
• Knowledge of change management practices
• Evidence of proactively improving team processes
• Advanced data analysis and visualisation skills

Further information:

Location:

We are offering truly flexible working options so you can decide whether you want to work from home, from our central Brighton office or a bit of both.

We work brilliantly as a globally dispersed team so if the sound of this role excites you and you’ve got what it takes, do get in touch and we’ll make it work wherever you are.

Hours of work:

Full-time (37.5 hours per week) or open to part-time hours (30+ hours per week)

Working hours will be flexible to ensure sufficient contact and collaboration time with our customers in North America and global colleagues. The hours of work for this role will be dependent on your location.

Reports to:

Head of Customer Success