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    Customer Success Manager - London, United Kingdom - Builder

    Builder
    Builder London, United Kingdom

    1 day ago

    Default job background
    Full time
    Description

    About the opportunity
    Builder is looking to grow a team of exceptional Customer Success Managers in the UK who will be responsible for ensuring the ongoing success of customers using our Studio Store product.

    About Builder
    We're on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we've only just started.

    was voted as one of 2023's 'Most Innovative Companies in AI' by Fast Company, and won Europas 2022 'Scaleup of the Year'. Our team has grown to over 800 people across the world and our recent announcement of $250m Series D funding (and partnership with Microsoft) means there's never been a more exciting time to become a Builder.

    About Studio Store
    Studio Store is Builder's app store for small businesses such as Retail & Grocery stores, restaurants, and gyms, to take their business online quickly and affordably. The store offers ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support.

    Over the next 3 years, we expect to scale this product line to over 25k+ SME customers globally through direct and partner channels.

    About the role
    Customer Success Managers (CSMs) partner with customers to ensure they're able to use the products and services provided by Builder effectively to achieve their business goals. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

    Whether the customer is a retail customer using our eCommerce product, or a restaurant owner using the restaurant product, it's the responsibility of the CSM to enable the customer to effectively use the product to achieve their business ambitions.

    Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction working closely with other employees to ensure customer questions, concerns and problems are addressed in a timely manner.

    The successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.

    Responsibilities

  • Pre-sales support - providing product expertise to support sales teams
  • Ownership of the onboarding process so customer onboarding happens successfully and within the target timeframe so they can quickly experience business value
  • Defining and implementing customer training and enablement programmes for your product or region to ensure customer product adoption
  • Effective ongoing support and resolution of customer queries in a timely manner to drive continued product success
  • Cross-sell and upsell services and products from the Ecosystem relevant to customer needs
  • Promote value through customer experience
  • Review customer complaints and concerns and seek to improve the overall customer experience
  • Conduct weekly and monthly review of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics

    • Requirements and skills

  • Proven work experience as a Customer Success Manager or similar customer facing role for a SaaS product
  • Ability to multitask while maintaining attention to detail is key
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Experience working with data to understand trends and formulate action plans
  • Accountability, personal organization and a high degree of customer empathy are essential
  • Experience in managing a diverse group and training each according to company standards
  • A communications or marketing degree is preferred

    • Life at Builder

    At we encourage you to experiment Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.

    Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder's HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let's-get-stuff-done attitude.

    In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

    Benefits

  • Attractive quarterly OKR bonus plan or commission scheme dependant on your role
  • Stock options in a $450 million funded Series D scale-up company
  • Hybrid working
  • 24 days annual leave + bank holidays
  • 2 x Builder family days each year
  • Time off between Christmas and New Year
  • Generous Referral Bonus scheme
  • Pension contributions
  • Private Medical Insurance provided by AXA
  • Private Dental Insurance provided by Bupa
  • Access to our Perkbox
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