Product Marketing Alliance

Customer Success Manager

Product Marketing Alliance

full-time

Posted on:

Location Type: Hybrid

Location: United Kingdom

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Salary

💰 £35,000 - £38,000 per year

Job Level

Junior

About the role

  • 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.

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.
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)
  • Flexible hours policy allows you to structure your work for when you're most productive
  • Perks-at-work discounts
  • Extensive tech gear kit
  • 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+)
  • Personal L&D budget (£500 annually in year 1 - scaling year on year up to £3000+)
  • 1 paid day per quarter for either L&D or Volunteer activities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B customer successCRMdata analysisaccount managementupsellingcross-sellingproject managementmetrics trackingstrategic recommendationscustomer engagement
Soft skills
highly organizedstrong communicatorteam playeradaptablecreative problem-solveraccountabilityproactive communicationcollaborationtime managementworkload ownership