The Company
When it comes to digital communities, The Alliance is leading the way. Product marketing, sales enablement, product-led growth, AI, customer success, CMOs; you name it, we’re home to thriving communities for them all.
With over 70,000+ professionals part of our communities and a never-ending supply of content, courses, events, and memberships, we are a key part of all our members' growth. We pride ourselves on being the high-level learning partners of some of the world's largest and most influential professionals and companies.
About The Role
We're looking for a passionate and dedicated Customer Success Manager to join our team. You will play a critical role in ensuring our members achieve their goals and derive maximum value from our offerings. You will work closely with our sales, product, and community teams to build strong relationships with our members, understand their needs, and help them succeed.
Key Responsibilities
* Onboard and Educate: Guide new members through the onboarding process, ensuring they understand how to use our products take full advantage of our offerings and realise value quickly.
* High-Touch Account Management: Maintain regular, proactive communication with high-value clients to understand their evolving needs, address challenges, and ensure they receive maximum value from our offerings. Conduct check-ins, share insights, and provide strategic recommendations to strengthen partnerships.
* Collaborate Across Teams: Work closely with sales, product, and content teams to ensure a seamless member experience and provide feedback to help improve our offerings.
* Measure and Report: Track and report on key success metrics, using data to identify trends and inform decision-making.
* Upsell and Cross-sell: Identify opportunities to expand our footprint within existing accounts by recommending additional products or services that meet the client's needs.
* Identify Growth Opportunities: Work with the Commercial Director to identify and capitalise on new commercial opportunities, including large team deals.
Key Requirements
* Proven experience in a B2B customer success (1-2 years depending on company type)
* Solid previous use of CRM (Internally we use Intercom)
* Experience engaging customers at scale
* Highly organised— you’ll be juggling several ongoing projects week in, week out. With each connected to paying customers, accuracy and punctuality are essential.
* Comfortable owning your own workload and confident holding other people accountable to their deadlines.
* Strong communicator— from our customers to your colleagues, you’ll be working very closely with lots of people.
* Team player— success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
* Adaptable— Being a startup, things here move quickly and you’ll be thrown last‑minute curveballs. We enjoy it. We need you to, too.
* Creative problem‑solver— we know that processes can always be improved. We’re looking for someone who can think on their feet, solve problems, and identify opportunities.
* Tech‑savvy— we lean on lots of different apps and while we’ll obviously onboard you on each, we’re looking for a quick learner who can show us a thing or two.
Compensation
Range £35,000 – £38,000 Base Salary (depending on experience)
Location
This role can be either hybrid in our London office or fully remote within the UK.
Core Benefits
* Enhanced paid holiday: 34 days including UK Bank holidays and a day off on your birthday
* Private Medical & Dental Insurance
* Life Insurance: (4 x salary)
* Early bird or night owl? Our flexible hours policy allows you to structure your work for when you're most productive
* Perks-at-work discounts
* Extensive tech gear kit
Wellbeing Benefits
* On-demand therapy, coaching & mental fitness via Oliva
* Heavily subsidised gym membership via Gympass
* Cycle to work & Workplace Nursery schemes
* Flexible benefits via the thanksBen platform (Allowance is to spend on anything that makes you happy. £600 annually in year 1 - scaling year on year up to £1,980+)
* Learning & Development: Personal L&D budget (£500 annually in year 1 - scaling year on year up to £3000+)
* Volunteer & L&D Days: 1 paid day per quarter for either L&D or Volunteer activities
Community and Inclusion
We are committed to creating a workplace that is free from discrimination and bias, and where everyone has equal opportunities to succeed and contribute. We acknowledge that our work here is never done - and we promise to continue striving for inclusivity every day.
If you’re worried you don’t quite hit all the requirements we’ve listed, don’t let that hold you back from submitting your application! Unique backgrounds, experiences, and perspectives are essential for our ability to innovate and grow, so if you think you’d be a great fit then we’d love to hear from you.
We are The Alliance - in more ways than one.
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