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Junior Customer Success Manager at Uhubs

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  • London
  • fulltime
  • ₤25,000 - ₤35,000 a year

About Uhubs:

 

Uhubs is on a mission to help 1 billion people realise their potential by 2030. 

 

Our vision is to be the platform that enables people to discover, build and walk their personal development journey. We are a small and agile start-up with big ambitions.

 

We are building a B2B product, targeted at Series A - Series D, SaaS tech companies, that makes it easier for sales leaders to develop their team, through personalised development plans & upskilling. 

 

Our company values are important in terms of how we work together as a team:

  1. We encourage DIVERSITY in perspectives, thinking and the backgrounds of the people we work with
  2. We adopt a GROWTH MINDSET and perceive challenges as opportunities
  3. We are BOLD with our dreams, thoughts and actions
  4. We take OWNERSHIP over our responsibilities, role and business 
  5. We place PEOPLE at the centre of what we do

 

What does the role involve?

 

As a Customer Success Manager you will work directly with the Customer Success Lead, looking after and delivering value to all Uhubs’ client base.

 

Day to day, you will be responsible for onboarding, nurturing and ensuring the success of your portfolio of clients. You will track and analyse client health through data metrics, attend client meetings (both virtual and in person) and become a trusted partner to your clients

 

Whilst nurturing and guiding your clients to success, you will also spot opportunities for upsell to relay back to the sales team. 

 

You will be working closely with the Customer Success Lead to help develop the CS processes 

 

This role will allow you to quickly gain responsibility for your own client portfolio! 

Experience & Skills useful for this role:

 

  1. Ideally someone with 1+ years’ experience in a client facing role (e.g Sales, Account Management, Consulting, Customer Success), but more importantly, we are looking for a proactive go-getter attitude who is excited by a little ambiguity - we are still building out the CS function
  2. Great organisational skills and an eye for detail
  3. Strong verbal and written communication skills, including the ability to quickly develop rapport and influence others
  4. Ability to work cross-collaboratively with internal teams
  5. Ability to work in a fast-paced, challenging environment, often with changing priorities
  6. Desire to quickly gain responsibility for your own client portfolio - we could have you leading on client calls within weeks!
  7. Effective project management skills, the ability to coordinate multiple stakeholders, both internal and external
  8. Basic understanding of Customer Success processes
  9. Attributes that align to our values (see above!)
  10. Desire to work in a fast-paced start-up environment

 

Responsibilities:

 

  • Own relationships with our clients to ensure they get the best use from our product 
  • Build advocacy within your client base
  • Identify opportunities for upsell within your portfolio of clients
  • Consolidate feedback from your clients to liaise back to the team
  • Actively grow and develop your portfolio, whilst ensuring successful delivery of engagements
  • Keep client documentation and notes logged within our CRM system
  • Provide product support and guidance to our clients
  • Support the development of our customer success practices 
  • Report to the Customer Success Lead

 

What does success look like in this role?

 

  • Smooth onboarding of new clients in line with our onboarding milestones and process
  • Consistent client user engagement scores
  • Successful renewal of client contracts
  • Successful sourcing of upsell and cross sell opportunities to handover to the sales team
  • Supporting the Customer Success Lead to build out an efficient CS function
  • Bringing new CS ideas to the table
  • Eagerness to get involved and continue learning 

The Stages (This role is ideally an immediate start)

 

  1. Apply with your LinkedIn profile/CV (we love growth minded people from any background who are super fast learners)
  2. Phone interview with Cosi, our CS Lead [20mins]
  3. Quick exercise with Cosi [20 - 30 mins]
  4. Come to our London office, meet the team, including the cofounders, Ash & Matt. See the office environment and ask some final questions [1 Hour]
  5. Job offer, subject to references. 

Salary

 

25-35k

Career Path

 

  • Progress into a Senior Customer Success Manager 
  • Have full ownership of your client portfolio and eventually own some Enterprise level clients 
  • Assist the continuous development of the Customer Success function
  • Help train junior CS team members on the best practices 
  • Scope to grow and move into a completely new department 
  • This role really has the ability to step into any area of customer success. Given you will be the first hire into the team‍, you will gain great exposure and have the opportunity to build your own brand

 

Lots of Perks

 

  • Bonus incentive plan 
  • Flexible WFH policy and we have a great offices in Shoreditch
  • 28 days annual leave
  • Free annual leave for your birthday
  • Choose your own tech gear
  • Uhubs swag
  • Quarterly team retreats (last one was to Edinburgh)
  • Friday Monthly ‘unwind’ days - do what you want to relax or spend time with family or friends. 
  • Monthly book club- read to your heart's content
  • Cycle to work scheme
  • Continuous personal development year-round (we know a thing or two about it!)
  • Access to 200+ experts for mentoring and growth as part of our Find a Mentor scheme
  • Direct access to our co founders (Forbes 30 under 30, Authors, multiple previous startups)
  • Want something more? Tell us.

 

Location

We are based in Shoreditch London but flexible working is encouraged. 

 

To apply

Send a CV to miguel@uhubs.co.uk 

Uhubs is an equal opportunity employer and we value diversity.

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