Customer Success Manager

A new, exciting opportunity to join Undo’s Customer Success team with a focus on learning and development.

Undo is a fast-growing, exciting deep-tech company whose breakthrough technology is changing the way people develop software. The company is a small, intimate and highly-skilled team, and its products are used by many of the world’s most important technology companies. The technology is highly valuable but very complex, and is deployed in some of the world’s most complex software development environments.

Customer retention and growth is excellent (net revenue retention of 125%) but careful management is required to achieve this success.

A Customer Success Manager is responsible for ensuring our strategic customers are delighted and successful using our products.

• Establish and maintain strong and long-lasting technical relationships within major enterprise accounts.
• Drive a high level of customer satisfaction and customer retention through successful product use. (Daily/Weekly/Monthly and Net Active Users and session counts as the KPIs.)
• Create a success plan in partnership with your customer including onboarding, training, driving utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value.
• Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these.
• Liaise with our technical team to support customers through the technical deployment phase all the way to quarterly reviews and annual renewals.
• Deliver against the defined OKRs.
• Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change.
• Work closely with the Sales team to align on strategies, products, coverage plans, and account opportunities.
• Work closely with the Product/Engineering team to provide product feedback and help craft changes to the product to enhance customer satisfaction and accelerate adoption.
• Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.
• Demonstrate ROI to customers and establish metrics to advise them on best practice and optimisation of the products.
• Delivering training to end users and train the trainer programmes.
• Ensuring that we have achieved “awareness coverage” across accounts
• Note:
  
  This role will likely involve some overseas travel.

At Undo, the way we work and interact is as important as our technical skills. The following personal attributes will be key to your success here:

• Results-oriented :
  You are focused on achieving tangible, agreed benefits, looking beyond just the completion of activities.
• Customer-Focused :
  You try to get a deep understanding of specific customer needs and use this to guide your decisions and actions. You can “energise” teams of engineers and others who work on your accounts.
• Reliable & Driven :
  You demonstrate high energy, consistent focus, and a positive, productive attitude that contributes to team morale. You honour your commitments, actively seek to improve, and know when to seek assistance.
• Team Player :
  You support your colleagues and engage constructively in discussions, even with differing opinions, fostering a positive team environment.
• Empathetic & Resilient :
  You understand others’ viewpoints and maintain composure and a can-do attitude in challenging situations.
• Solutions-Oriented :
  You identify and analyze issues, anticipate outcomes, and clearly articulate a supporting vision with enthusiasm.
• Aligned
  :
  You proactively use company and team objectives to inform your work.

• Proj…