So, you’re a great relationship builder with an interest in cutting edge tech?
As a Customer Success Manager here, you’ll build and maintain close ties with our customers, helping to identify and resolve their issues.
You’ll be the first point of contact when a customer signs up for one of our products, and this is where you’ll get to finely tune your excellent customer relationship building skills.
You’ll onboard new customers, be responsible for key account management, look after and lead on license renewal tasks and host product update/roadmap sessions. You’ll also follow up with customers on ad hoc support incidents, and collaborate with the team and our Customer Success Director regarding any issues to ensure the highest levels of customer care.
Who’s the ideal candidate?
Our products are market-leading developer toolkits for data visualization. It’ll be your job to ensure our customers get the most out of them.
To thrive in this role, you should relish working with cutting edge technology and enjoy liaising with product teams within our customers’ organizations. You’ll enjoy the culture of working in an SME and seeing your contribution make a huge difference to the overall success of our growing business.
Maybe you’re currently in a more commercially-focused role but want to be able to put the customer first? This is our main aim – but your commercial experience will stand you in good stead for the renewals part of this role too. Your relationship building and strong communications skills will help you succeed with those other responsibilities.
You’ll have a technical appreciation for software and web technologies, and experience of working within a customer success, renewals or technical support role. You’ll be a people-person and enjoy establishing an ongoing rapport with the customer’s team, specifically developers, product managers and business executives. You’ll be able to communicate easily at all levels and enjoy nurturing those relationships and seeing them grow.
You might also have experience of:
- Working in a smaller software company
- Negotiating and managing renewals
- Working with data visualization products or web related technologies
Who you’ll work with
We currently have a team of three in our recently-established customer success function and are now looking for one other member to join this friendly team. We have a large client base and in order to develop these relationships successfully are now fully invested in growing our CS function – a truly exciting opportunity to join the business.
Opportunities to grow
Everyone here gets funded professional development time, with up to five days allocated to learning new skills – whether that’s at conferences, training programs or customer success related courses.
We want to build a fair, respectful and welcoming company, where everyone feels at home. That means taking a long-term approach to equality, diversity and inclusion.
With the help of our EDI group, we’re working to make every aspect of the business – including recruitment – fair, respectful and inclusive.
What happens next?
When you apply, we’ll be in touch as soon as possible to get the ball rolling.
Our recruitment process varies by role, but we usually follow three steps to get to know you better.
1. Phone interview
- Duration: 30 minutes
- With: our talent manager
- To check: you’re right for the role
- Preparation needed: review your your CV, re-read this job advert, and have a look around our website more generally.
This is an informal conversation to make sure we’re not wasting your time.
We’ll check if you have the right experience for the role and give you a chance to talk up your skills and achievements. We’ll also discuss your reasons for wanting to join our team.
2. Panel interview
- Duration: about 60-90 minutes
- With: the customer success team lead, and one or two people from the team
- To check: your experience, knowledge and skills, and how you approach a challenge
- Preparation needed: your presentation
This is your time to shine!
We’ll ask you to prepare a short presentation, which you’ll share during the interview.
Don’t panic, though! This isn’t designed to stress you out or trip you up. We want to see how you approach the kind of challenges you’ll be solving if you were to join us.
After the presentation, we’ll ask you some questions and then give you plenty of time to ask your own.
3. Last chat
- Duration: 30 minutes
- With: Joe Parry, our CEO
- To check: your motivations and aspirations
- Preparation needed: none
This final step is an informal catch-up with our founder and CEO, Joe. He’ll be interested to hear about your motivations for joining us, and what you’ll bring to the team.
It’s also a great chance to understand our business from a strategic perspective, and to see how your career will progress here.
Don’t forget: it’s a two way thing
Ask questions, share any concerns and let us know if we’re unclear. We don’t do trick questions, and won’t aim to confuse you.