Customer Success Manager
Yesterday
🏢 In-office - London
Description
• Own the onboarding and implementation process for new customers. • Continuously improve the onboarding process to shorten the time to value. • Provide ongoing strategy and guidance to our customers. • Continuously help brands surpass their AI automation goals by uncovering new opportunities for automation and selective customer engagement. • Create processes and playbooks to build the Customer Success function. • Educate our customers - run strategy sessions, workshops, and webinars to showcase new features and strategies. • Actively contribute to internal and external Knowledge Bases. • Be the customer’s voice by capturing feedback, product requests, and revealing new pain points to address. Feed the feedback to the product team. • Engage with customers via our private Slack community.
Requirements
• Have 3+ years experience setting customers for success in CSM or account management roles. • Have 3+ years experience within customer service technology and/or ecommerce background. • Have a genuine love for building customer relationships and are confident about your hands-on approach in customer-facing interactions: you shine running onboardings, enablement sessions and providing expert guidance. • You are experienced managing customer success impactful projects with a knack for crushing business goals. • You have a background in knowledge management, with a primary focus on creating, organising, and maintaining robust and content-rich knowledge libraries. • Have proven experience working with highly complex technology products. • You are comfortable with rapid paced startup environments where many hats are to be worn. • Have stellar written and verbal communication skills. • Self-starter with a high level of initiative and a ‘can do’ attitude. • Showcase your problem-solving, negotiation, and decision-making skills. • You have helped set up fellow CSMs for success through trainings and knowledge sharing sessions. • You're highly familiar with the Ecommerce space. • You know your way around legacy chatbot solutions but are embracing the conversational AI revolution.
Benefits
• Real impact. Your work will directly shape our product and company. • A seat at the table. In a small team, every voice matters. Yours will be heard. • Freedom to work your way. Home, coffee shop, moon base - if you're productive, we're happy. • Top pay. Competitive salary and an opportunity for equity or stock grants. • Time off when you need it. Take at least 15 days. More if you need it. • Budget to keep learning. Because if you're not growing, we're not growing. • The chance to build something from the ground up. This is the time when what you do has the biggest impact. • Problems worth solving. We're reshaping how work gets done.
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