Customer Success Manager - Marlow, United Kingdom - Comparesoft

Description

Job Description

Customer Success Manager for the Fastest Growing AI-Driven B2B Software Marketplace.

• Employment + Ownership (Salary + Commission + Stock).
• Progression in 12 to 18 months.
• Hybrid Working. 2 to 3 days in office per week.
• Private Medical Insurance.
• Budget for Continuous Learning.
• Test and Experiment with New Customer Success Ideas.

About Comparesoft's Strategy:

Comparesoft is the UK's first AI-driven B2B software comparison website. We help businesses to compare B2B software – hence our name, Comparesoft.

KPMG, GE, Volvo, Siemens, Invesco, Barclays and 19,000 other large, medium and small businesses have used our comparison platform.

Our product is a search assistant to recommend B2B software products. It uses Latent Semantic Analysis, NLP, Text Analysis and Human Vetting to recommend software products.

The customer oriented team consists of Product Architect, Business Development Executive, Platform Manager, Vendor Content Manager and Leads Assignment Manager.

With the launch of our new customer-focused dashboard and website, we're entering a new growth phase and seeking a skilled customer success manager to handle our increasing customer base and maintain our 90%+ renewal rate.

We are looking for a customer success manager who is exceptional at;

• Commitment to make our customers succeed with our leads.
• Communicate constantly at different levels from sales, marketing and product teams within our customer's organisation.
• Proactiveness to drive internal members to get things done to make our customers successful.
• Using KPIs to drive customer's success.
• Being assertive yet flexible about your plan and actions.
• Managing ambiguity. We are a scale-up, 80% of our processes are well defined and success proven. 20% always require iteration, restructuring and testing.
• Being a revenue oriented person without compromising the experience and trust of our customers.

Our Customer Success Related Achievements:

• We try to under promise and over deliver.
• We have 95% renewal rate. We look to build trust driven performance and relationship.
• We have done press releases/success stories with most of our customers.
• We are honest with our performance with our customers. If things are not working out, we are the first to admit it.
• Thanks to the above, our investors have trusted us with further funding rounds - 3 times in the last 5 years.

What you will do day to day:

• Get our customers to work on our leads.
• Be revenue-oriented person without compromising the experience and trust of our customers.
• Build relationships and rapport with sales, marketing and product team members of our customer's organisation.
• Review how our leads are performing with our customers. Usage of data and reports will be central to driving communication with our customers.
• Drive adoption of our newly launched vendor dashboard.
• Get to know the sales process adopted by our customers.
• Attend online conferences and user events of our customers.
• Identify risks that may hinder our customer's success.

Role Requirements:

• Be a scaleup-friendly person. Celebrate wins. Analyse and learn from losses. Iterate and keeping moving forward. Take ownership of our customer's success. Be good at delivering good and bad news.
• Ideally 3 to 5 years of customer success experience with sales and marketing oriented software. Preferably from scale-up companies with 30+ people.
• Adapt your style of communication based on customer type. We have ENT and SMB customers who require different styles of communication and management.
• Be exceptionally good with verbal and written communication across emails, phone calls, online meetings and presentations.
• You are going to be the go-to person for our customers. So you should be able to pick up Comparesoft's product knowledge as you progress in this role.
• Bachelor's degree or equivalent work experience preferred but not required.
• Be willing to travel as the role may require travel to meet customers.

Your career is important to you and to us. Below, we have listed 6 key things that may be useful as you consider this role:

1) Health and Wellness comes before everything else so we offer;

• Medical insurance for every employee
• Access to physiotherapists, acupuncturists, homeopaths, osteopaths or chiropractors
• Mental health cover
• 24/7 online GP appointments cover
• Comprehensive cancer care cover

2) You have an opportunity to lead and set tone for our customer success strategy.

3) You will be working with Product Architect, Business Development Executive, Platform Manager, Vendor Content Manager and Leads Assignment Manager giving you a full exposure to our customer success stack enabling you to drive the conversations with our customers.

4) To support your continuous learning quest we provide a budget for your online training.

5) Since we are a small team, you get to build the culture of our company.

6) We are building the UK's first recommendation engine for software products, so there is an opportunity to be a part of a pioneering project (which is already profitable).

We are an equal opportunity employer and we value diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.

Discover more about our team and culture at our careers page:

Life at Comparesoft pictures at