Crisp is a fast-growing SaaS company that helps CPG brands and retailers drive performance through real-time data, collaboration, and actionable insights.
SKUtrak, a key demand intelligence platform within the Crisp ecosystem, delivers powerful supply chain visibility and performance analytics across major UK retailers, helping brands make smarter, faster decisions in an increasingly complex retail landscape.
Here at Crisp, we value the strength in teamwork, and strongly believe that it's the key to Crisp's success. By bringing together bright, motivated creators, we are leveraging humanity's diversity of experience and background in order to understand the challenges facing our food supply, and solve them together.
Purpose
Customer Success protects existing revenue and identifies growth opportunities with our existing customers. We protect revenue by understanding customer needs and measures of success, driving adoption and guiding them to find the most value from our products.
Overview
This role currently reports to SaaS Operations Director, Customer Success with ample opportunity for growth. Whether you are coming from a startup or corporate background, you appreciate how much impact there is to be had in smaller organisations and you relish the ability to shape your own role and the future of the company.
As a Customer Success Manager, it's critical to understand our customers' challenges and needs both at an organisational and individual level. You will be our customer's trusted advisor by guiding them to find the most value out of our products.
Signs of a great candidate for Customer Success
Friendly and eager to help. You enjoy working with people to solve their problems. Whether you're sending a follow-up email or jumping on an ad-hoc support call, you're always happy to help. You understand that you are often the face of the company and you appreciate the responsibility that comes with that. Organised and reliable. Your work is crucial not only for the success of our customers, but for the success of many other teams within the company as well. With many people relying on you to be successful themselves, your organisation, reliability and consistency are critical. Clear and articulate. You can clearly communicate with our customers to ensure they are successful with using our product. You have excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and support training (where required). You help voice the concerns of customers to our product and engineering teams, so they can prioritise product updates and features to meet customer needs. Motivated to learn and grow. This position exposes the candidate to all aspects of a successful product, from development through end-user adoption and beyond. You are passionate about technology and expect to learn continuously as our product evolves. You have the experience and ability to thrive in unknown territory and a desire to contribute on a strategic level.
Responsibilities and Duties
Your primary duties include, but are not limited to (for a defined portfolio of customers):Customer outreach and ownership of client reviewsEstablish deep long-lasting relationships by collaborating with customers to define success metrics against their goals and measure progress to demonstrate value in SKUtrakShare SKUtrak best practices to drive satisfaction, retention, additional usage and enrichment opportunities Adoption - Regularly analyse usage metrics to understand who and how SKUtrak is being used to encourage cross functional adoption to drive customer efficiencies across their organisation.Ensure timely identification and escalation of issues which could impact customer deliverables, usage, satisfaction or retentionStay up-to-date with customer and industry news and trends to support credible discussions in client reviewsCapture all customer communications, product requests/feedback, and maintain up-to-date records, activities and interactions within CRM toolsSolicit, record and share internally key customer use cases and feedback within Crisp. Be a strong customer advocateCollaborate with the Crisp Account Managers where required to support their account development plansCollaborate closely with Helpdesk and Product teams to share client feedback, resolve escalations, to enhance client satisfaction and retentionRespond to neutral & negative NPS scores
Required Skills & Experience
2-3 years of experience in a customer-facing role, ideally in customer success management/account managementPassion for speaking with customers, building a natural rapport to deliver exceptional customer experiencesExcellent communication (written and verbal), presentation and relationship-building skills, with the ability to interact credibly with customers at varying levelsEmpathy and desire to help customers succeed and solve business problemsComfort and speed in learning new software and using many tools to perform day to day tasksAbility to troubleshoot and describe customer/product issues to diverse audiences across the companyAbility to analyse issues and determine best course of action using available resources Self motivated with ability to work independently with strong multi-tasking, prioritisation and time management skillsAccountability and dependability Strong collaborative nature when working with internal cross-functional teams and stakeholdersCompetent using CRM software (e.g. Hubspot, Salesforce, Vitally) and GSuite / Google DocsPreference given to candidates with:Previous experience managing customers in a SaaS environmentFormer FMCG experience
Milestones and Markers
Within 3 Months
Achieve a good understanding of our customers and categorisationAchieve a good working knowledge of the SKUtrak platform, including learning ways to leverage SKUtrak to demonstrate use cases or resolve issues for customersAchieve a good working knowledge of the customer success function and related processes and methodologiesShadow customer interactions and start to share ownership of customer reviewsBecome proficient in tools to analyse usage metrics to understand how the customer is using SKUtrak, including evaluating adoption, and begin to identify ROIBecome comfortable using CRM toolsLearn the Helpdesk support process and understand how to raise tickets and manage escalations Achieve an understanding of the Sales function and methodologies to drive strong cross-functional supportStart to own the customer review process for your defined portfolio of premium customers
Within 6 Months
Become an expert in the SKUtrak platformEffectively prioritise activities, ensuring the right mix between regular BAU activities and managing revenue at riskFully own the customer review process post-implementation/onboardingIdentify key customer feedback to share with the business to promote standards for continuous process optimisationBecome proficient in using CRM tools and other third-party applications required
Within 12 Months
Achieve mastery of the SKUtrak platformBuilt strong customer relationships to nurture customers to become key users and SKUtrak fansIdentify behaviour/activity that may indicate probable churn and take actionBe an integral part of the Customer Success and wider SaaS Operations teamBe an expert in using CRM and third-party tools
What Makes a Great Fit at Crisp
Collaboration: You believe the best results come from working together. You share ideas, pitch in, and elevate those around you.Grit: You're curious, self-driven, and unafraid to roll up your sleeves. You get the job done even when the path isn't clear and adapt quickly when things change.People: You stay close to those we serve. Listening, learning, and building what matters most.Feedback: You see it as fuel. You give it with care, take it with humility, and use it to level up.Ingenuity: You solve problems with creativity and speed. You look for ways to streamline, automate, or improve without being asked.
We are committed to transparency, diversity, and meritocracy, fostering an environment where every team member is empowered to make an impact, grow personally, and advance in their career. We invite you to join us — not just to take on a role, but to help shape a company you're proud to be part of.
Applicants must be authorized to work for any employer in the U.K.
Crisp is unable to sponsor or take over sponsorship of an employment Visa at this time.
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