Customer Success Representative - City Of London - Black Nova Group

    Black Nova Group
    Black Nova Group City Of London

    6 days ago

    Description

    Customer Success · Varicon Nepal Office · Hybrid

    Customer Success Representative


    About Us:


    Varicon is a rapidly growing, venture-backed startup that provides innovative software solutions for the construction industry. We're on a mission to simplify complex operational workflows for construction businesses. As a Customer Success Representative, you'll play a key role in helping our customers succeed — from onboarding through to long-term engagement.

    We work in a fast-paced, collaborative, and purpose-driven environment — and we're looking for someone who shares our values and is ready to grow with us.

    Key Qualifications:

    • Excellent Spoken English (Priority): Must be highly fluent and comfortable communicating with Australian and international customers.

    • Strong Interpersonal & Relationship Management Skills: Proven ability to build rapport, trust, and lasting relationships with key customer stakeholders.

    • Customer Expectation Management: Skilled in setting, managing, and aligning customer expectations throughout their lifecycle.

    • Problem Solving & Critical Thinking: Ability to identify root causes, resolve challenges efficiently, and prevent future issues.

    • Autonomous & Accountable: Able to manage tasks, timelines, and customers independently, with minimal supervision.

    • SaaS/Software Experience (Preferred): Familiarity with B2B SaaS platforms and customer success best practices is highly desirable.

    • Curiosity & Willingness to Learn: Strong desire to understand customer industries, challenges, and how our software delivers value.

    • Analytical Thinking: Capable of using data to assess customer health, usage, and retention risk.

    What You'll Be Doing:

    • Customer Onboarding: Lead new customers through the onboarding journey, ensuring they reach key implementation milestones.

    • Account Management: Own a portfolio of customer accounts, ensuring satisfaction, adoption, and long-term retention.

    • Customer Enablement: Deliver training, share best practices, and help customers achieve their goals with our platform.

    • Proactive Support: Monitor customer activity and usage data to identify risks, provide proactive support, and prevent churn.

    • Feedback Loop: Capture customer feedback and collaborate with Product and Engineering to influence roadmap decisions.

    • Internal Systems: Keep systems like and Freshdesk organised and up to date.

    • Team Collaboration: Work cross-functionally with Sales, Product, and Support to ensure a seamless customer experience.

    • Process Improvement: Contribute to refining our internal CS processes and tools for greater scale and efficiency.

    • Technology Exploration: Stay current with AI and automation trends to suggest improvements in workflows.

    We're Looking for Someone Who Embodies Our Core Values:

    • Growth Mindset – You are always learning and improving, and you welcome feedback.

    • Customer Obsessed – You go above and beyond to ensure customers succeed and feel valued.

    • Challenge the Status Quo – You ask "why not" and look for smarter, better ways to do things.

    • Inclusive by Design – You embrace diversity and build inclusive experiences by default.

    • Take Ownership – You hold yourself accountable and follow through on commitments.

    What You'll Gain:

    • A high-impact role in a fast-growing startup

    • Autonomy and responsibility from day one

    • Close collaboration with the founders and cross-functional teams

    • Opportunities to grow into leadership as the team expands

    • A culture that values feedback, experimentation, and shared success


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Customer success representative