Customer Success Manager

We're looking for a customer success manager who genuinely loves helping people succeed. You'll be the trusted advisor for 50-80 SaaS companies, helping them get the most value from Mowt and their Stripe data.

This isn't a sales role. It's about building relationships, solving problems, and turning customers into champions. You'll work directly with founders and finance teams, using tools like Intercom and Hub Spot to stay connected and organized. We hustle hard during the week and celebrate wins together—whether that's hitting retention targets or Friday team dinners.

• Onboard new customers and guide them through Stripe integration setup
• Manage relationships with 50-80 accounts using Intercom and Hub Spot
• Conduct quarterly business reviews and help customers extract insights from their data
• Identify at‑risk customers early and turn things around with proactive support
• Collaborate with product to surface feature requests and customer feedback
• Create help docs, video guides, and resources that scale support efforts
• Drive renewals and expansions (you set them up for success, sales closes)

• 3+ years of customer success or account management experience
• Experience with B2B SaaS, preferably analytics or fintech
• Strong understanding of SaaS metrics (MRR, churn, LTV, CAC)
• Exceptional communication skills (written and verbal)
• Data-driven mindset with ability to analyze customer health metrics
• Self-starter who thrives in a fast-paced environment
• Empathy and patience when dealing with customer issues

• Hands-on experience with Stripe—you've seen subscriptions, invoices, webhooks before
• Power user of Intercom and Hub Spot (workflows, sequences, reporting)
• Background in finance, accounting, or business analytics
• Worked at an early-stage startup (wore the CS, support, and onboarding hats)
• Created customer education content (videos, webinars, help docs)

• 9:00 AM Review overnight support tickets and customer health scores
• 10:00 AM Onboarding call with new customer (walk through Stripe integration)
• 11:00 AM Quarterly business review with growth-stage customer
• 12:00 PM Lunch + catch up on Slack and customer emails
• 1:00 PM Product sync to discuss feature requests from customers
• 2:00 PM Reach out to at‑risk accounts, troubleshoot integration issues
• 3:00 PM Update help docs based on recent support questions
• 4:00 PM Check-in calls with three existing customers
• 5:00 PM Log notes in CRM, plan tomorrow's priorities

You'll be measured on outcomes, not activity. Here's what success looks like:

• Net Revenue Retention: Keep NRR above 110%
• Customer Health: Maintain 95%+ of accounts in "healthy" status
• Time to Value: Get customers to first insight within 48 hours
• Salary: £70,000 - £90,000 based on experience
• Health: Private medical insurance (Vitality or Bupa)
• Equipment: Mac Book + home office setup budget