The Role We are seeking a proactive and customer-focused Customer Success Manager to join our Strategic Customer Success team. In this role, you will be the primary point of contact for a book of business within our Strategic accounts, ensuring these customers receive exceptional support, guidance, and value from our products and services.This is a high-impact role that requires a blend of relationship management, problem-solving, and process efficiency to drive customer satisfaction, retention, and growth at scale.Key Responsibilities:Customer Engagement &amp; Support: Act as the dedicated Customer Success  Manager for a pool of Strategic accounts, managing the entire customer lifecycle and collaborating with Account Managers to enhance engagement strategies.Proactive Account Management: Monitor account health and usage data to identify risks and opportunities, and proactively engage customers to drive adoption and satisfaction.QBRs for Key Stakeholders: Host brief, data-driven Quarterly Business Reviews (QBRs) with key stakeholders to highlight value, share insights, and align on goals and opportunities.Issue Resolution: Collaborate with cross-functional teams (Support, Product, Sales, Adoption) to resolve customer issues quickly and efficiently.Customer Advocacy: Act as the voice of the customer by sharing feedback and insights with internal teams to improve the customer experience.Feedback Collection: Gather customer feedback and insights to help improve products and services. Initiate and drive process improvement initiatives, focusing on efficiency and a customer centric approach to renewals.Product Knowledge: Maintain a deep understanding of the company's offerings to effectively assist customers and provide accurate information.Reporting: Generate reports on customer inquiries, resolutions, and satisfaction levels to support continuous improvement efforts.KEY INTERFACES<ul><li>Customer Success Team</li><li>Sales Team</li><li>Product Team</li><li>Editorial Team</li></ul>

Our price data, forecasts, and market analyses give our customers a strategic advantage in complex, volatile and often opaque markets. Our events provide immersive experiences to network, trade and discuss the critical issues of the day.
Lithium Hangar Holdco Limited is the ultimate holding company for the Fastmarkets group of companies. Lithium Hangar Holdco Limited (14476245) is a company registered in England and Wales and is controlled by funds managed and/or advised by Astorg. Astorg is a European private equity firm with over &euro;20 billion of assets under management.

Customer Success Manager (Hybrid)

The Role&nbsp;We are seeking a proactive and customer-focused Customer Success Manager to join our Strategic Customer Success team. In this role, you will be the primary point of contact for a book of business within our Strategic accounts, ensuring these customers receive exceptional support, guidance, and value from our products and services.This is a high-impact role that requires a blend of relationship management, problem-solving, and process efficiency to drive customer satisfaction, retention, and growth at scale.Key Responsibilities:Customer Engagement &amp; Support: Act as the dedicated Customer Success&nbsp; Manager for a pool of Strategic accounts, managing the entire customer lifecycle and collaborating with Account Managers to enhance engagement strategies.Proactive Account Management: Monitor account health and usage data to identify risks and opportunities, and proactively engage customers to drive adoption and satisfaction.QBRs for Key Stakeholders: Host brief, data-driven Quarterly Business Reviews (QBRs) with key stakeholders to highlight value, share insights, and align on goals and opportunities.Issue Resolution: Collaborate with cross-functional teams (Support, Product, Sales, Adoption) to resolve customer issues quickly and efficiently.Customer Advocacy: Act as the voice of the customer by sharing feedback and insights with internal teams to improve the customer experience.Feedback Collection: Gather customer feedback and insights to help improve products and services. Initiate and drive process improvement initiatives, focusing on efficiency and a customer centric approach to renewals.Product Knowledge: Maintain a deep understanding of the company's offerings to effectively assist customers and provide accurate information.Reporting: Generate reports on customer inquiries, resolutions, and satisfaction levels to support continuous improvement efforts.KEY INTERFACES<ul><li>Customer Success Team</li><li>Sales Team</li><li>Product Team</li><li>Editorial Team</li></ul>

Customer Success Manager (Hybrid)

About the Job

About the Company

Fastmarkets Ltd

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