Junior Customer Success Manager

Company Overview

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Summary

We are looking for a Junior Customer Success Manager to join our UK EDQ Customer Success team, focused on retaining relationships with our customers. As the Data Quality arm of Experian, we help organisations improve the quality of data across their business and throughout the data lifecycle. We support clients across multiple industries through market-leading technology, trusted reference data, and expert consulting services. The goal is to drive efficiency, improve customer experiences, and deliver better outcomes.

Reporting into the CSM Team Manager, you will be the main contact for existing clients within your portfolio. You will combine account management, customer success, and commercial skills to maximise client value, retention, and growth. You will focus on securing high levels of business, identifying cross-sell/upsell opportunities, and delivering excellent customer service.

Key Responsibilities

• Deliver and exceed retention targets.
• Forecast on a rolling 3-month basis and deliver against forecast accuracy expectations.
• Develop relationships with key stakeholders at client organisations, including executives, decision makers, and end-users, through email, telephone, and face-to-face meetings.
• Understand client goals and challenges and develop tailored account plans to address their needs.
• Articulate product value by understanding and communicating the features, benefits, and unique selling points of Experian’s Data Validation & Data Management solutions and how they deliver value for clients.
• Uncover cross-sell/upsell opportunities within your portfolio by conducting client meetings to identify customer needs and pain points.
• Collaborate with colleagues in the EDQ department to deliver customer satisfaction and revenue growth.
• Use Salesforce CRM to support client engagement and manage daily activity.
• Identify, record, and manage potential renewal risks to achieve your risk retention target.
• Lead the resolution of any client issues.
• Contribute to EDQ’s NPS target; be the voice of the customer internally and provide feedback and insights to inform product development, marketing, and sales strategies.

Qualifications

• Experience in Account Management, Customer Success, or Customer Retention roles within a B2B environment, with experience achieving revenue, retention, and growth targets.
• Strong relationship management skills, including experience engaging and influencing senior stakeholders through regular reviews.
• Excellent negotiation, objection handling, and commercial skills, with the ability to manage renewals, identify growth opportunities, and maximise account value.

Benefits and Additional Information

• Hybrid working: 40% office based (this is a hybrid remote/in-office role).
• Great compensation package and uncapped commission.
• Core benefits include pension, Bupa healthcare, Sharesave Scheme, and more.
• 25 days annual leave with 8 bank holidays and 3 volunteering days; you can purchase additional annual leave.
• Inclusive, people-first culture.

Equal Opportunity

Experian is proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.