Customer Success

Customer Success Manager About the business Our client is a growing start up building a SaaS platform used by organisations around the world, mainly across America. The team currently consists of the founder and two contract software developers, and a product that customers genuinely rely on every day. They're now looking for their first dedicated Customer Success hire to join them and help shape how customers are supported as the business grows.

The role This is a brilliant opportunity to join a small, ambitious team early and have real ownership over the customer experience from day one. You'll be the main point of contact for customers, covering everything from the first sales conversation through to long term support. Day to day, you'll:

• Run initial sales calls with prospective customers, understanding their needs and talking through how the product can help
• Lead onboarding for new customers, making sure they're set up for success from the start
• Act as the go to person for clients, working closely with our developers to resolve any technical or product issues
• During the quieter off season, put in place processes and build out an FAQ resource, working with the dev team to help customers help themselves

What we're looking for

• Experience in a customer facing role, ideally including some element of sales or onboarding
• Comfortable picking up technical concepts and acting as a bridge between customers and developers
• Used to managing your own time and workload without close supervision
• Experience working in a start up environment, where requirements can shift at short notice
• Based in Cambridge and happy to work US hours, or already based in the US
• A proactive, hands on approach, happy to build things from scratch rather than follow an existing playbook

Why join

• Join right at the ground floor of a growing business and directly shape the Customer Success function
• Work closely with the founder and have a genuine say in how the company grows
• Variety: no two days will look the same, from sales calls to onboarding to process building