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Customer Success employee #1
at zeroheight

go back to Customer Support Jobs
  • London
  • fulltime
  • ₤45000 - ₤65000 per year

TLDR: We're looking for someone with 3+ years of SaaS Customer Success experience who can take full ownership of CS at zeroheight and eventually build a CS team

zeroheight is a Y Combinator company shaping the future of the UX design industry by allowing any company to have a “design system”. We've grown organically to hundreds of paying customers thanks to one thing – talking to users and making a product people love 

We've now reached a stage where we need help with the "talking to users" part, so we're hiring an incredibly important person: our first customer success employee.

 

5 reasons you should apply

  1. We're on a super exciting trajectory. zeroheight is at the cutting edge of the UX industry and thanks to the backing of investors like Y Combinator and Adobe we have everything we need to become the leader in design systems.

  2. You get a clear path to leadership. You’ll build up and own the CS function which will make you the obvious person to lead it as zeroheight scales.

  3. You'll have a huge impact. This is an opportunity to join a growing design startup as one of the first 10 employees in a role that can truly help the company succeed. That's why it comes with equity.

  4. zeroheight users are awesome. They are product-makers themselves so they often go out of their way to share useful feedback.

  5. It'll be both rewarding and fun. Being in the early team of a growing startup and seeing it succeed thanks to your efforts is hugely rewarding. Also, startups are fun :)

What will you be doing?

TLDR: You’ll own the CS function end-to-end and be the go-to person for all customers. Eventually, you'll hire a team to take care of support / feedback so you can focus on the CS playbook / enterprise customers

Here are some of the things involved:

Learning
Learning about the product, roadmap and industry inside-out to become a true zeroheight expert

Supporting
Answering questions, onboarding customers, reporting bugs, solving billing issues and creating help resources for users

Managing feedback
Keeping track of feature requests and reporting them back to the product team

Measuring and improving

  • Segmenting customers, analyzing usage data and reporting on CS metrics such as retention, churn and expansion
  • Owning renewal and using data to proactively check in with customers
  • Owning expansion and using data to proactively find upsell opportunities

Managing enterprise relationships
Responding to pricing inquiries, gathering requirements, doing demos, owning the enterprise pipeline and helping with procurement

Are we a good match?

You’re great with customers
You're great at communicating with customers: listening, empathizing, prioritizing and speaking/writing clearly and concisely

You speak B2B SaaS
You have 3+ years of CS experience at a SaaS company. You understand the role CS plays in SaaS and are familiar with things like churn, retention, expansion revenue, NPS etc.

You're looking for a serious relationship
You want to get stuck in and work somewhere long enough to have a real impact. You're super ambitious and not afraid to be autonomous, own the customer success function and take on more responsibilities as the company grows.

You're design-and-development literate
Think of it the same as what a zeroheight product manager would need to know to do their job effectively. Do you have the ability to quickly become a true zeroheight expert?

You love products and all things UX
Are you excited to spend the next few years continuously learning everything you can about UX design and best practices in design systems?

 

Let's make this happen!

We move quickly and try to keep things simple:

  1. You apply using our very short application form
  2. If you seem to have the right kind of experience, we have a video call to find out a bit more about each other
  3. If things click on the call, you come to our office for the day for an onsite interview where you get to meet the whole team
  4. We make a decision within 24h and let you know!

Note: you must be eligible to work in the UK as we can't sponsor visas

About us

Company perks

• Flexible working hours and work-from-home culture
• Free boxing, HIIT, yoga, wellness and fitness activities
• Lunch out with the team every month
• £1k yearly education budget for online courses and conferences
• Generous new starter budget to spend on your workspace
• Unlimited free books

About the team

We're a (growing!) team of 2 co-founders, 2 product engineers and a senior product designer

We have a flexible work-from-home culture and no fixed work hours — we value ownership and judge people by what they deliver, not how many hours we see each other in the office

We're based in a lovely co-working space in London called Second Home — it's a unique, inspiring place with many, many plants, curved walls and a lovely community of people (and showers!)

We're design-driven — we think outstanding design gives companies a competitive advantage so we take a lot of pride in the product we're building and listen very carefully to what our users want

We're pretty light-hearted and don't take ourselves very seriously

We eat lunch together

We avoid long and/or unnecessary meetings and we value asynchronous communication and uninterrupted periods of deep work

We use sprints and issues to track work, but don't go overboard with agile and only introduce processes when it's actually necessary

It's easy to always focus on the problem that's around the corner even when making great progress, so we make sure to celebrate small wins!

About zeroheight

There is a fundamental shift in the UX industry towards using "design systems" to build products, aka systems of reusable design components that allow companies to create and ship user interfaces much more efficiently. All the leading design-driven companies have one, and we believe that in the future every company will.

But there's a problem — most companies don't have the resources to do it all themselves. This is where zeroheight comes in: we make it possible for any company in the world to have the same quality of design system tools that companies like Facebook and Google have.


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