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London - Client Side (ents) £50k-60k

Customer Success Manager

Global Music Company of note - amazing employer. Lead role on CRM + other related disciplines. Seriously cool job!

The company

We are one of the world’s leading music companies, and we hire people with a wide range of skills. From A&R to finance, legal to digital, sales to marketing, we can help you to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or

employee receives less favourable treatment because of gender, race, disability, sexual orientation,

religion, belief, age, marital status, background, pregnancy or caring responsibilities.

The role

You’ll become the voice of our customers internally. You’ll know them inside out, understanding their needs, what they love, and how we can improve. You’ll use this knowledge to help you to think strategically and make creative and commercial suggestions on how we continue to delight our customers.​

Responsibilities include;

  • You will be responsible for key KPIs: Retention, ARR, MRR, Churn Management, LTV, Net Growth
  • Owning all retention activities, including onboarding, lifecycle journeys, upsell journeys, win back campaign management, creating and analysing the dashboards you require, analysis of triggers for cancellation and risk, segmentation and analysis of subscriber base, cohort’s creation and management
  • Working with the Head of Marketing and Product to optimise the subscription funnel and
  • feature set to enhance the customer experience
  • Test and explore add on product and upsell options that will continue to evolve as the
  • product range expands
  • Provide progress updates to the Head of Product and the Board on a regular basis

The candidate

About The Candidate

 

  • A proven track record managing retention for SaaS business
  • A deep understanding of subscription business metrics and challenges
  • Results-focused with extensive experience in test and learn at a customer, campaign and
  • product level
  • Experience using CRM and marketing automation software, including building campaigns
  • based on customer insights
  • Analytical and commercial – can use analytical insight to drive commercial decisions and
  • contribute to the product roadmap
  • Autonomous and self-organising – can hit the ground running with retention tactics
  • Expert in newest retention techniques
  • A holistic approach to activation and retention – thinking beyond email
  • Must have passion for music, music production and the product, to effectively work with
  • audio engineering audiences
  • A confident communicator who enjoys complex technologies
  • Skilled at creative nimble decision making
  • Willing to roll sleeves up and support the business and team with broader strategic and practical decision making
  • Experience working in early-stage SaaS subscription businesses

 

Requirements

  • A proven track record managing retention for SaaS business
  • A deep understanding of subscription business metrics and challenges
  • Results-focused with extensive experience in test and learn at a customer, campaign and
  • product level
  • Experience using CRM and marketing automation software, including building campaigns
  • based on customer insights
  • Analytical and commercial – can use analytical insight to drive commercial decisions and
  • contribute to the product roadmap
  • Autonomous and self-organising – can hit the ground running with retention tactics
  • Expert in newest retention techniques
  • A holistic approach to activation and retention – thinking beyond email
  • Must have passion for music, music production and the product, to effectively work with
  • audio engineering audiences
  • A confident communicator who enjoys complex technologies
  • Skilled at creative nimble decision making
  • Willing to roll sleeves up and support the business and team with broader strategic and practical decision making
  • Experience working in early-stage SaaS subscription businesses

Why dotgap?

Dotgap are ex-agency people now working in recruitment. We understand you, your industry and will not give you the hard sell… we listen!

 

For a full brief or to apply for this role, please click the “Apply” button below.

Apply for Customer Success Manager



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