Job Description
About VeryConnect
As one of Scotland’s leading tech startups, at VeryConnect we support industry, academic and professional membership organisations manage and engage their member communities. Offering a collection of membership management services, we’re building platforms, tools and services that allow members to network, communicate and engage wherever they are. A well established offering with product-market fit, VeryConnect is used by many leading professional organisations that manage tens of thousands of end users worldwide and we’re gearing up for growth.
The Role
VeryConnect is seeking an experienced Customer Success Lead with a passion for people and world-class customer experience. You’ll play a pivotal role taking ownership of the Customer Success operation, with hands-on project coordination, company wide prioritisation and strategic level involvement. You’ll oversee colleagues focusing on onboarding and support activities while taking a lead on general relationship management, ensuring our customers fully leverage the platform’s capabilities.
Your main responsibilities will include, but not be limited to:
* Process improvement: optimise internal processes and systems, leveraging data, automation and best practices to improve efficiency and scale. Ideally you would have experience in a similar role within a B2B, SaaS organisation.
* Lead and mentor: develop and support a growing Customer Success team acting as the point of escalation for queries while ensuring exceptional customer experience. You’ll be driving our customer-first culture, promoting proactive communication and relationship building to understand our customers’ needs and goals.
* Project management: plan and execute end-to-end delivery of various customer-related projects, directly interfacing with product and development teams and providing direction on evolving priorities based on customer requirement.
* Customer insights and reporting: monitor and enhance Customer Success metrics preparing, presenting and analysing key information including activation, engagement, retention, and overall satisfaction.
* Internal comms: collaborate with development, sales, marketing and operations teams to align Customer Success efforts with overall business objectives. Consider internal priorities, contributing to product strategy and roadmap.
About you
You’re passionate about people, technology and excellent service, comfortable working directly with the CEO to influence strategic direction while executing day to day delivery. We want to hear from you if you:
* Are an experienced and strategic Customer Success professional with a track record of managing others within a B2B SaaS organisation.
* Strive in a fast-paced, scale-up environment and are happy operating at all levels.
* Demonstrate excellent communication skills with the ability to influence and manage senior stakeholders internally and externally.
* Possess an analytical and data-driven mindset, capable of solving problems and making informed decisions based on insights.
* Are an expert in customer service tools and CRM systems, with a bias toward automation and scalability.
* Can adapt to business requirements, getting stuck in to deliver results.
What we offer you
* Salary range: £45,000 - £60,000 determined by experience and qualifications
* 31 day’s annual leave
* Company pension scheme
* Enhanced Maternity, Paternity and Adoption Pay
* Tech Bundle and personal equipment budget
* Team Away Days and Socials
* Visa Sponsorship if required
* A fast moving environment that ensures our team are always learning and growing
* We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.
The Logistics
* Working pattern: Full time: Monday to Friday, 0900 - 1730
* Contract: Permanent
* Working location: Hybrid remote - 3 days office based (Glasgow Charing Cross)
Our recruitment process is simple - no online tests or presentations:
* Submit your CV and cover letter explaining why you’re interested in this role and why you think you’re a great fit.
* Phone call with our Operations team (15 minutes)
* Two interviews via Zoom (x2 45 minutes)