Customer Success Manager – Central London Office

Join Powtoon as a Customer Success Manager and drive customer satisfaction and retention for our thriving London office. We're seeking a results-focused professional to manage relationships with key accounts, ensure successful product adoption, and build lasting partnerships with our clients in the central London area.

Position Summary

As Customer Success Manager at Powtoon in Central London, you'll be the primary point of contact for our valued customers, ensuring they achieve their business goals through effective use of our video creation platform. This role combines proactive account management, strategic onboarding, and relationship development to maximise customer lifetime value and reduce churn. You'll work closely with our sales, product, and support teams to deliver exceptional customer experiences that drive growth and positive advocacy.

Day-to-Day Responsibilities

• Manage and nurture ongoing relationships with an assigned portfolio of customer accounts, conducting regular check-ins and business reviews
• Identify customer needs and pain points, recommending tailored solutions and new features to enhance product value
• Oversee customer onboarding processes, ensuring smooth implementation and early product adoption
• Collaborate with product and engineering teams to relay customer feedback, feature requests, and technical issues
• Track account health metrics and implement retention strategies for at-risk customers
• Develop and deliver training sessions and educational resources to help customers maximise platform capabilities
• Support sales teams in contract renewals, upsell opportunities, and expansion conversations
• Document customer interactions, outcomes, and next steps within our CRM system

Skills & Qualifications

• Proven experience in a customer success, account management, or customer-facing role
• Excellent communication skills and ability to build rapport with diverse client stakeholders
• Strong organisational skills with ability to manage multiple accounts and priorities simultaneously
• Proficiency in CRM platforms and comfortable working across various business software tools
• Problem-solving mindset with genuine enthusiasm for customer satisfaction
• Ability to interpret data and use insights to inform business decisions
• Experience with SaaS products or subscription-based services is advantageous

More About Powtoon

Powtoon empowers millions of creators, educators, and businesses worldwide to tell engaging stories through video. Our innovative platform makes professional video creation accessible to everyone, transforming how organisations communicate ideas and connect with their audiences. Our London team is at the heart of this mission, serving customers across Europe and beyond.

Applying for This Role

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