Customer Success Manager
Remote based – UK
Salary £45K - £50K + Bonus based on retention & growth ARR
My client is a profitable fintech business founded in the UK & now operating globally. After 8yrs of trading behind them & hitting profitability a few years back – Its an exciting time to join the business with focus on scale, customer acquisition and continuous product improvement
They have a unique accounting tech platform allowing SME & Mid Market businesses to ‘ grow fearlessly’ with no worry around credit control, cash flow management & accounting as it can all be automated through their software.
This role reports directly into the CEO with ownership of the customer success function. We are looking for a player coach who can be hands on with strategic / high value customers & also build out frameworks for Junior customer success executives to follow.
We are looking for a strategic & commercial individual who can build relationships with our CFO clients and work closely with product & tech internally to continue the evolution of our product to meet customer demand.
What you'll be doing as Customer Success Manager
* Management of 2 Junior Customer Success Executives – Coaching, mentorship & acting as an escalation point
* Working with CEO to set the vision of customer success and ensuring we are meeting customer objectives & SLA’s consistently
* Hands on management of strategic / high value customers with goal of retention & subscription growth
* Work closely with product & tech to troubleshoot any consistent queries customers are finding and make improvements
* Work on & QA Hubspot CRM system
* Ability to upsell other features which customers aren’t currently using
* Conduct onboarding, product walk through’s and education sessions when needed
* Maintain Help centre articles, videos & FAQ’s
* Train the team on new product releases
Requirements for the Customer Success Manager
* Manager level experience within a start up / scale up company
* Previous background in SaS / Accounting Tech or Payments
* Technical curiosity to upskill on the platform
* Proven success building / impacting a framework for sustainable growth in a SaS environment
* Commercial mindset, proven success increasing ARR
* Strong mentorship and coaching experience in a remote based setting