Customer Success Manager

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the worlds largest payments platform for virtual cards. Weve engineered connectivity to over 80 of the worlds best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey and seeing how far we can go, together! The Customer Success Manager at Conferma is responsible for: The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes while using Conferma products & services. Representing the customer voice internally is an integral part of the role clearly demonstrating our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction and retention. Dedicated Portfolio Management: Oversee a portfolio of customer accounts, ensuring each customer receives personalised attention and support. Monitor the health of customer accounts, identify risks, and implement strategies to mitigate them. Develop and execute account plans to drive customer success and growth. Customer Success Scorecard: Track customer usage / adoption and performance metrics to identify areas for improvement and proactively address potential issues implementing Service Improvement plans where appropriate. Service Reviews & QBRs: Participate and where appropriate conduct regular service reviews & QBRs with customers to assess their satisfaction, gather feedback, and identify areas for improvement. Use insights from these reviews to enhance service delivery and customer experience using a collaborative approach within the Conferma internal stakeholder network. Customer Lifecycle Management : Understand and take accountabilities for all the customer lifecycle stages for your portfolio, including awareness, engagement, conversion, retention, and loyalty. Work with internal stakeholders to support strategies to optimise each stage, ensuring a seamless and positive customer journey. Use data and metrics to analyse customer behavior and improve overall customer experience. Issuer, TMC and Platform Engagement: Actively participate in regular calls with key partners including Issuers, TMCs and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently. Risk Management: Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies ensuring successful customer outcomes. Sales Pipeline Awareness: Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness. Documentation: Maintain Customer Success process documentation and collaborate internally. Support with the Creation of new documentation and FAQs Ensure existing documentation is maintained, work with Technical Writing team to ensure that all internal and external documentation is relevant and accurate. Wider Operations Unit Collaboration: Support the Service Desk Team with cross department knowledge sharing, actively take part in cross team collaboration fostering a team culture across the whole organisation. Product Enhancement Suggestions: Make recommendations for improvements to processes and software using the AhA Ideas portal. You have: Knowledge & experience of using service desk & CRM tools, including Service Now & Salesforce and IT systems/ applications. A strong customer obsessed ethos and passion for delivering exceptional customer service. The ability to collaborate and work within a customer facing environment including understanding priorities, completion of timebound tasks, and working together to achieve goals and objectives. Strong communication skills, including the ability to convey information clearly and effectively within the team members, cross departmentally internally and with external customers. The ability to identify problems and recognise where you can provide input on creative and effective solutions. The ability to prioritise and react flexibly to variable workloads and deadlines, including experience of working to SLAs. Knowledge Office 365, help desk and CRM systems You are: Experienced with a minimum of 3-5 years in a Customer Success Manager role, preferably within the Fintech or Corporate Travel industry A self-starter with the ability to manage and prioritise effectively Experience in using service management tools, with an understanding of ITIL framework and broad knowledge of IT systems and networks. Able to work within a team, with excellent time- management skills, and the ability prioritise workload under pressure. An exceptional communicator with the ability to interact effectively with customers and team members. Committed to delivering excellent customer service and satisfaction. A collaborative team player, fostering teamwork and cross-functional collaboration to achieve common goals. Adaptable and resilient, able to thrive in a fast-paced, dynamic environment and navigate change with ease. Compensation Salary: £TBC, dependent on experience and skills Bonus available: 15% Benefits at Conferma At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family. A salary sacrifice pension to maximise your contributions Life Assurance cover to provide peace of mind Enhanced Company sick pay to put your mind at rest Single cover private medical scheme, with the flexibility to add family members at your own cost 33 days paid annual leave to allow you to focus on what's important to you outside of work The ability to purchase up to 10 additional days holiday each year to enable additional time off Additional paid time off for life events, such as moving house or getting married An additional days leave on or around your birthday Enhanced paid parental leave on the birth or adoption of your child A confidential Employee Assistance program (EAP) available to all 24/7 Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards Diversity Equity and Inclusion We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favourable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant. ADZN1_UKTJ

Location: North West England, GB

Posted Date: 5/10/2025