Kerv - Customer Success Manager - 12-Month FTC

• As a member of the Kerv Experience Customer Success team, you will work directly with our customers to help them achieve their business outcomes and realise value from their services. This is a 12-month fixed-term maternity cover role, taking ownership of an established portfolio of high-profile customer accounts and providing continuity throughout the customer journey. We are constantly evolving and work in a fast-paced environment, with our Customer Success Managers acting as a trusted point of contact and delivering service excellence at every touchpoint. The team is supportive, collaborative, dynamic, curious, fun and innovative, with everyone working together to deliver the best possible customer experience. • Your part to Play • Your part to Play • Own a portfolio of high-profile customer accounts, driving business outcomes, customer value, satisfaction and retention. • Act as a trusted customer advocate and central point of contact, facilitating prompt and effective responses to queries, requests and issues. • Be the voice of the customer, sharing insight across the business and identifying risks, opportunities and areas for improvement. • Act as the escalation lead when issues remain unresolved, bringing the right teams together and maintaining clear communication through to resolution. • Build a deep understanding of each customer’s goals, review account data and help shape impactful strategies that support their objectives. • Provide meaningful customer reporting, host service and success reviews, and proactively monitor customer health, satisfaction, adoption, training needs and renewal risk. • Identify and support relevant adoption, cross-sell and up-sell opportunities that strengthen customer outcomes and protect Kerv’s long-term position. • Actively monitor customer health and lead appropriate actions and changes where required. • Maintain accurate customer records, engagement notes, risks, health indicators and actions within CRM and relevant internal systems. • Work collaboratively across Sales, Service Management, Support, Delivery and Marketing to provide a coordinated and high-quality customer experience.