Customer Success Manager

Job description

About OpenCorporates:

OpenCorporates is the largest open database of companies and company data in the world, with over 200 million companies in 140 jurisdictions. Over 400 clients around the world rely on OpenCorporates data.

We are revolutionising access to company data, and with it genuinely changing the world for the better. Our data is more trusted, more transparent, fresher and depended upon by everyone from investigative journalists and anti-corruption investigators to law enforcement, major banks and FinTech unicorns. We are an innovative, fast growing, scale-up with aggressive goals and a public benefit mission at its core.

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

  • 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

Our Values

Our values outline the shared principles that define the OpenCorporates culture and team environment. The company values underpin everything we do, whether that's through who we chose to work with (and who we chose not to) to day-to-day decision making, teamwork, supporting our clients and evaluating individual and company performance, the core values are the lens we look through in everything we do. All our employees are driven by our values and use them as a compass to guide their work and collaboration with colleagues and clients.

One Team

We win together. We fail together. And diversity – of backgrounds, of views, of personalities – is a critical asset.

We put Users First

Success will only come if we focus obsessively on the success of our users in everything we do.

Learn & Adapt

There is no straight line to success. We will excel by taking a scientific approach to all our work.

Be Bold

Our work is hard – and matters. We will succeed by being more ambitious, more imaginative and more daring than our competitors.