Location: Milton Keynes – based in office 2 days a week (hybrid) Salary: £30-35K (OTE 40K) Reporting to: Head of Customer Success Terms: Permanent, 5 days per week About WorkBuzz WorkBuzz is a well-funded SaaS company, building the world’s best employee listening platform for deskless workers. These make up 80% of the world’s workforce, but only 1-2% of tech is built with their needs in mind. Trusted by over 400 organisations, we help our clients to understand and engage their people like never before – to reach all of their employees, wherever they are, whatever they do. Never standing still, we are working on a new AI product, which has the power to reinvent how companies get feedback from their frontline workers and make rapid, practical changes. Role Overview We are looking for a Customer Success Manager to join our Customer Experience team. If you are interested in joining a mission-driven, entrepreneurial, fast-paced and dynamic team, we want to hear from you Key Responsibilities • Growing and retaining a portfolio of customers • Building excellent relationships, becoming a trusted advisor and ensuring our clients meet their goals by helping customers use platform features and sharing best practice • Onboarding new customers: setting up WorkBuzz based on their unique challenges and goals. • Providing training to help empower customers to launch their own surveys and get maximum value from using WorkBuzz. • Support in the design and optimisation of the client journey and onboarding processes • Monitoring key client metrics to spot churn risks or opportunities for expansion • Maintain customer success metrics and data on our client success platform • Achieve/succeed on KPIs including but not limited to NPS, Customer Health, Net revenue retention and upsells • Occasional out of hours support and onboarding for overseas clients • Occasional travel to client visits and events (occasional overnight may be needed) Key Requirements • Customer focused: you’ve got experience of forming strong customer relationships and get energy from helping customers realise their goals and solving their problems. • Super organised: used to juggling multiple projects and working to short deadlines. • Commercially minded: able to measure your progress through retaining and growing client accounts • Strong attention to detail: our customers rely on us to ensure their projects run perfectly. • Good with numbers: numbers don't scare you, they excite you The ability to understand and interpret data. • Tech savvy: a fast learner and excited by platform development. • Have a growth mindset: we’re growing fast, and you’ll be expected to offer ideas where processes can be improved and drive your own personal development. • Self motivated/organised- we are a scaling company- things are not written in stone, process change weekly and need to be developed continually. No day is the same • Fast Paced – no day will be the same and you will need to be able to adapt quickly to the ever-changing client challenges • Clear and engaging written and verbal communication • A driving licence would be useful for occasional customer visits or travel to events. Why you’ll love working at WorkBuzz Our culture – WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins. Clear purpose – be part of building something which matters. Be the best you can be – we will invest in your development and help you grow. Competitive salary, share options, private health insurance and a range of other benefits Flexible/ hybrid working – the opportunity to split your time between home working and our Milton Keynes office. Check out our Glassdoor reviews and find us on LinkedIn