Customer Success Manager UK (12 months contract)

About the role

Are you a Relationship Builder and a Problem Solver who thrives on helping small businesses succeed? Do you get a buzz from turning happy customers into long-term partners? Famly is looking for a proactive, data-driven Customer Success Manager to nurture and grow our existing Small-to-Medium Business (SMB) customers across the UK and Nordics. This role is a fixed term contract for approximately 12 months, with the possibility of permanent employment . We will be holding interviews on an ongoing basis, and hope to have our newest team member join us in June/July! What you'll be doing 🛠️ As a trusted advisor , your mission is to ensure our SMB customers-from single sites to growing small groups-are maximizing the value they get from Famly. Own the Relationship: Serve as the primary point of contact for your portfolio of accounts, building meaningful, trust-based relationships with key decision-makers and stakeholders. Drive Retention & Growth: Proactively manage churn risk by analyzing client usage patterns, conducting regular, data-led check-ins, and facilitating account reviews to ensure customers are achieving their desired outcomes. Be a Product Expert: Educate clients on Famly's features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption. Expand our Footprint: Identify opportunities to upsell and cross-sell relevant features and services , partnering with our Sales team to contribute to Net New ARR growth. Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery. Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience , particularly through the crucial first year of using Famly. What excites you 🌟 A role where you can have a direct, measurable impact on the business and a long-term influence on customer outcomes: Impact on the Bottom Line: You'll directly contribute to our overall ARR growth, retention rates, and upsell revenue targets -your success is our success. Data as Your Guide: You'll use strong analytical skills and data proficiency to maintain accurate account records in our CRM , identifying where to maximize your time for the greatest portfolio impact. AI as Your Teammate: You'll embrace AI tools like Claude as a core part of your daily workflow and join weekly AI Lab sessions where as a team, we can learn and experiment together. Challenge & Growth: You'll thrive in a fast-paced, dynamic environment , bringing your positive attitude and adaptable nature to inspire confidence in your clients and teammates. Genuine Empathy: You'll excel because you genuinely care about understanding and solving client challenges , using a proactive and resourceful mindset to anticipate needs and find creative solutions. What excites us 🔥 Someone who is ready to build lasting partnerships and drive success 🤝 Exceptional Communicator: You have proven, exceptional communication and interpersonal skills , allowing you to engage effectively with all stakeholders. Collaborative Team Player: You know that the team is crucial for personal success. You always go above and beyond to support your teammates and are experienced working across different departments. Data and CRM Savvy: You have strong analytical skills and proficiency with CRM and data analysis tools to assess account performance and spot growth opportunities. Results-Driven Focus: You have a track record of being results-oriented , thriving on achieving goals and driving both client and business success. Proactive Prioritizer: You have the ability to prioritize and manage multiple accounts effectively , ensuring you mitigate churn while driving growth 👯 You'll be working with A team of friendly, boisterous CSMs and Onboarding Specialists who are dedicated to their customers, who pick each other up on tough days and never stop pushing the limits. We come from all over the world, but what connects us is our passion for what we do-and the joy of doing it together. Expect high energy, tons of support, a few (OK, many) Slack GIFs, and an obsession with both hitting goals and having a good time. 💚 About Famly At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals. It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paper-and how distant that made him feel from her day. Together with Anders, now our CEO, they set out to build software that bridges that gap. Today, Famly is used by 34,000+ childcare professionals and hundreds of thousands of parents to: Communicate in real-time Reduce admin stress Improve planning, pedagogy, and finances And ultimately, give more time to the little ones

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