We are working exclusively with our client to find aCustomer Success Manager.

About:

Our client is a marketing leading people-data science company helping their organisations to understand their employee engagement levels and, more recently, launching a SaaS platform to help SMB businesses to understand fair compensation for current and new employees.

By helping organisations centre around employee engagement, they’re experiencing reduced people turnover, lower costs and higher revenues!

With previous success selling employee engagement solutions, a product launch, and a new salesperson, it’s time to grow the team with a Customer Success Manager.

Key Highlights:

• Only 1 day per week in office.
• Strong value proposition with clear ROI - attract talent, reduce staff turnover and forecast spend for £1.5k per year, total packages are around £25k.
• Extremely cost-effective, SMEs are typically overlooked in the compensation analysis space, and competitors are priced between £40k - £120k annually.
• Strong founding team who have previously led a multi-million turnover business in the people-analytics space and now refocusing on this new venture. Current revenue is around £500k ARR and growing rapidly!
• Early success from a freemium version of the new compensation platform - already have 120 companies on the system. Several mid-market organisations are using their engagement surveys, including Thommessen, Stroke Association and Otiga Group.
• Working directly with the Chief Operations Officer with a wealth of experience in this area - you will learn a lot in the role!
• Strong backing from notable investors based in the Nordics, with whom the CEO has a long-standing relationship.
• Very realistic targets to help you achieve your commission.
• £45k - £50k base + £15k OTE.
• Great benefits, including 4 days working from home, enhanced parental leave, 4 weeks work from anywhere…

The Role:

• Developing in-depth expertise in the SaaS platform to effectively train and onboard new customers.
• Conducting strong handovers from the sales team and building long-term relationships with new customers as an expertise-led advisor. There are land and expand opportunities you will be responsible for.
• Advising clients on best practices, sharing what you have learnt from other customers and using your knowledge to drive account success on enablement sessions.
• Training existing customers on new product launches and updates to the service.
• Multiple stakeholder engagement and multi-threaded relationships ensure that the people at each buyer level are experiencing the ROI they expected when buying the platform.
• Dealing with potential customer issues as they arise promptly and professionally.
• Act as the internal voice of the customer in the organisation; this involves providing feedback to the product team on where the platform should develop and with marketing teams to help coordinate case studies.
• Working on SLT-led KPIs, which include customer renewal rates, NPS and account growth.
• Collaborating with wider teams, including leadership, finance, marketing and product, to provide prospect feedback to refine the commercial function further.
• Maintaining good CRM hygiene to provide accurate forecasts on churn and account growth.

Requirements:

• At least 18 months as a Customer Success Manager or Account Manager, where you were customers' main point of contact. Bonus if you have sold HR-tech solutions in a previous role.
• Excellent time management: in this role, you will look after over 30 accounts at all levels where high service levels are paramount.
• Ability to work autonomously where you will take ownership of your accounts and be responsible for their long-term success.
• A strong track record of performance against KPIs focused on renewal rates, NPS and account growth.
• Significant experience in an early-stage company with under 100 employees; bonus if you were part of the founding CSM team and helped build from scratch. Your OTE would be made up of success in these areas.
• Proactive, diligent and eager to learn!
• Excellent written and verbal communication skills.
• Proficient with the industry-standard customer service tech stack.

Benefits:

• £45k - £50k base + £15k OTE.
• 1 day per week in a London office.
• Total of 39 days off, including 25 days PTO.
• 4 days per year volunteering leave.
• Enhanced parental leave.