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  • We are looking for a Customer Success Manager who can help us delight our customers by building trust, understanding their business and proactively anticipating their needs to deliver them value.  As a member of our Customer Success team, you will be responsible for maintaining and developing a customer-centric approach that accelerates our growth. 

    Customer success is one of the most important areas in our business as it fuels & safeguards our growth by ensuring customers have a first-class experience, a voice in developing our future product, and achieving their business goals. It's a challenging role, balancing both commercial and experiential priorities, but with the right approach, it's also one of the most rewarding.

    This role represents a rare opportunity to be on the frontline, helping shape an exciting business from the outset and working in a passionate, welcoming team with the chance to succeed in the rapidly developing edtech industry.

    Responsibilities

    • Ensuring that the potential of each customer is managed effectively, and they fully understand the true value of the product and utilise accordingly.
    • Being a primary contact, informant and advocate for our rapidly expanding customer base.
    • Driving new product feature adoption and expanded usage.
    • Carrying customers through the on-boarding process (post-sales) and setting the tone for the excellent service and support they will receive.
    • Helping customers continually achieve their objectives and ensuring their measures of success are met through product adoption.
    • Being a key point of contact for customers; their guardian within the business.
    • Spotting opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process.
    • Identifying customers that are 'at risk' and set recovery plans in place to win them back.
    • Ensuring that for every customer, we know what they love about our platform, and what we could improve.
    • Helping to determine, design and develop new ways for our customers to get the most out of our platform.
    • Ensuring smooth customer transitioning and training as our product develops.
    • Ensuring that you are the champion for the customers voice, and there is a constant feedback loop to develop our business and product strategy.

    A bit about you

    • 1 - 2 years experience in a customer success role.
    • Acronyms like NPS, NDR, ARR, CSL are your first language.
    • You have a thirst for knowledge, understand the value of education and love working in a fast-paced start-up environment.
    • You’re in your element when building relationships with stakeholders and customers and you’re passionate about creating trust and value.
    • You’re able to switch between communicating to internal and external stakeholders, and of all levels of seniority.
    • You love the satisfaction of taking a customer from onboarding, through optimisation to adoption and renewal.
    • You are naturally curious and data obsessed.
    • You’re a creative thinker, initiating and implementing new ideas to better our customers' experience.
    • You’re a strategic and analytical thinker who has a proactive approach to solving problems.
    • You have an autonomous, self-starting approach with a natural curiosity of how things can be done better.
    • You’re a team player and enjoy the dynamics of collaborating and creating as a team.
    • You get pleasure from doing a great job and going the extra mile for clients.
    • You have a sharp attention to detail and are highly organised.
    • You’ve secretly always wanted to be a PI and love getting to the root of problems and fact finding to get as much information on our customers as possible!
    • You don’t take yourself or life too seriously. We like people who know how to have a laugh!

     

    Benefits at SIA

    • Work for a company that puts people and culture first 
    • 25 days Annual Leave + National Holidays
    • Wellbeing Days to support your mental health
    • Share options for all employees
    • Employee-friendly probation periods
    • Private Medical Insurance
    • Access to Spill - mental health support via slack
    • Flexible working hours and working location
    • Homeworking set-up budget
    • Monthly remote socials
    • Access to all SIA courses for personal development 
    • Company pension scheme
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