Customer Success Manager

Job description

About OpenCorporates:

OpenCorporates is the largest source of open company data in the world with over 200 million companies in our database. We are a tech firm with mission & ambition – disrupting the business information world to bring about transparent company data.

Data is our product. Our data is used to support a plethora of client solutions from KYC to analytics and data management. Hundreds of organisations rely on our data at scale to power their critical operations, including the US government, the OECD, Oracle and many others.

We are rapidly growing and are looking for people to join our diverse and talented teams across Data, Engineering, Product, Sales, Marketing and Customer Success. You’ll help us achieve our vision to become the world’s foundational and definitive source of company data.

Our company values outline the shared principles that define our culture and drive our success: we are bold, we are one team, we learn & adapt and we put our users first. Whether through day-to-day decision making, teamwork, supporting our clients or evaluating performance, the values are the lens we look through to help us achieve great things.

The role:

Reporting to the Head of Customer Success, you will help support OC’s revenue and growth targets within our existing customer base. You will manage a portfolio of a mixture of key and mid-range clients, and help to reduce churn and increase cross and upsell opportunities.

The ideal person will bring a combination of a customer-centric mentality and strong commercial acumen. You will delight our customers, be able to form strong and lasting strategic partnerships with both internal and external stakeholders and display a competent level of technical understanding.

Your main responsibilities will include:


  • Onboarding new customers to ensure OC’s data becomes quickly invaluable

  • Build strong relationships with key business stakeholders and create OC champions within each client

  • Take a lead in articulating the value of OC’s data in order to secure upsells from our legacy customers.

  • Increase product/data adoption to reduce churn

  • Identify client pain points and work with them to overcome them

  • Identify upsell and/or cross sale opportunities and pass to sales if appropriate

  • Collect/analyse customer feedback

  • Act as voice of the customer across the business

Requirements

The ideal candidate will have:

  • Experience managing end-to-end client relationships (from onboarding to account management)

  • Experience building trust-based relationships at every level to drive product/data adoption as a trusted advisor

  • The ability to build internal relationships across the organisation to foster collaboration and be the client’s advocate in internal discussions

  • Driven account growth and/or Sales/account management exposure

  • Strong analytical, critical thinking and strategic problem-solving skills

  • A high level of emotional intelligence, and be personable, empathetic and collaborative

Highly desirable attributes:

  • Have worked with customers from high-value Enterprise through to low-value SMB and everything in between

  • Understand and bring clarity to the complex use cases that our clients have for OC’s data.

  • Coming from a KYC or KYB, background would be advantageous

  • Well versed in CS fundamentals and different techniques

  • Experience building and establishing successful processes, playbooks, structures and automation technologies etc

  • Ability to process data, or analyse data for clients, and insight building