Job description


Caretta Research is looking for a talented and experienced customer success manager (CSM) to join our growing team. You’ll work with users from leading global technology and media organisations, helping them get the most from Caretta Portal, our industry-leading market intelligence data platform.


You’ll already have a track record in a client-facing role in a B2B software, Saa S, data or analytics environment, with direct previous experience in a CSM or account management position.


In the CSM role, you’ll be building strong, ongoing relationships with clients, onboarding new users, providing ongoing support, and driving client engagement. You’ll act as a trusted advisor, understanding clients' goals and objectives, and helping them answer their own strategic business questions with Caretta Portal. You’ll identify opportunities to provide additional data and services, and you’ll be instrumental in managing renewals and retaining satisfied clients.


Responsibilities

• Onboarding new clients by guiding them through setup and implementation processes as a seamless transition from the sales process
• Maintaining regular contact with clients from senior management to end users to foster relationships and ensure satisfaction, acting as the customers’ advocate
• Measuring and tracking client usage and engagement, defining and monitoring success metrics
• Proactively identifying opportunities to help clients get more from Caretta Portal and potential for upselling and cross-selling services
• Identifying clients at risk of churn, and putting in place a mitigation strategy
• Managing client requests for custom data and projects, and working with the analyst and data teams to ensure these are delivered to specification and on schedule
• Collaborating closely with sales, marketing, and product teams to share client feedback and ensure alignment on client needs
• Providing regular reports on client usage and satisfaction to Caretta Research management, sales and product teams
• Developing and maintaining a knowledge base, training materials, and conducting training sessions for clients
• Creating case studies and success stories to demonstrate client value
• Managing renewals and negotiations to ensure client retention

Requirements

• At least three years’ direct experience in customer success, account management, client implementation or related field
• Experience in B2B services, preferably in Saa S, software, professional services and data products
• Ability to learn software and data products to become an expert user
• Excellent communication and interpersonal skills
• Impeccable verbal and written English, other languages a plus
• Ability to analyse client data to and derive usage patterns and indicators of problems or opportunities
• Familiarity with CRM systems and tools, such as Hubspot
• Highly organised self-starter with the ability to prioritise tasks and manage time effectively
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and empathy
• Experience of training or presenting to clients is an advantage
• Must have a valid EU work permit and residency

Important : please note you must have existing EU residency or the right to work in the EU as we are unable to sponsor work permits. If you are not currently based near Athens, please explain in your application why you wish to relocate.


Our process for this application involves:



We aim to get successful candidates through the process within about 2-3 weeks.


Benefits

• Very competitive salary and commission/bonus structure
• Uncapped earnings potential
• Working in an exciting international industry, dealing with the world’s leading media and entertainment companies and their technology providers
• Working with a great international team with a flexible, non-bureaucratic work environment
• Based in our brand-new office in Psiri, Athens
• Sales skills training and coaching
• Access to our custom-developed industry lead-gen tools

About Caretta Research


This is an opportunity to further your career in a fast-growing global team. Caretta Research is an innovative startup focused on technology buying research and has clients that include some of the world’s biggest technology suppliers, large broadcasters, platforms, and media companies.


Caretta Research was founded in 2020 by Rob Ambrose and Tom Morrod, both with a long track record and reputation in the industry. We are now a team of nearly 20 people, based in the UK, Greece and Portugal, with a global customer base. We're flexible and entrepreneurial in approach, and joining us now is a chance to be involved in a wide variety of consulting, technology and market research, helping to shape the business and sharing in the growth.


We're looking for someone who's diligent, has an impeccable attention to detail, has demonstrable time management and prioritisation skills, excellent interpersonal skills and is able to deal with people at all levels from all cultural backgrounds. You should be ambitious, inquisitive, able to work quickly and independently, and be an organised self-starter able to work alone as part of a virtual team in a collaborative, non-bureaucratic environment.


The ideal Caretta team member…

• cares - gaining respect by being trusted, conscientious and supportive
• has integrity — and is honest, candid and transparent
• is open-minded — curious to learn, self-aware to improve
• is confident — empowered to take decisions and communicate effectively
• is useful — solves problems and does awesome work

Caretta Research is committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender identity, marital status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.


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