About ReelFlow ReelFlow helps B2B companies create better buyer experiences on their websites through interactive, short-form videos. Our software enables businesses to build trust with a human touch, guide visitors effectively, and turn website traffic into meaningful conversations. Founded by Andy Higgs and Chris Wickson (who previously led Akkroo to a successful $34M acquisition), we've recently secured funding and are entering an exciting growth phase. We're scaling, expanding our team, and doubling down on delivering an exceptional customer experience. As we bring on more customers and build out our sales and customer success functions, we need someone who's ready to get involved - helping us shape what world-class customer success looks like at this exciting stage of our journey. The role We are looking for someone who lives and breathes joyful customer experiences - a professional who loves delivering outstanding service and genuinely enjoys going the extra mile to make customers feel valued. You bring positive energy to every interaction, ensuring customers walk away not just satisfied, but excited. Your motivation is rooted in providing the best possible level of service. This is a full-stack customer success position. As an early hire into our small, lean team, you'll play a central role in shaping how we onboard, support, and retain our customers. This is an exciting opportunity to experience startup life, where things move fast, ideas are welcomed, and hands-on execution is key. We're looking for someone who is eager to take ownership, solve problems proactively, and help ensure our customers get off to the best possible start with us and beyond. What you’ll be doing: Onboarding - Develop and guide new customers through the onboarding process, helping them build their video-based flows and integrate our technology into their website. Customer success & retention – Maintain ongoing relationships with customers, helping them achieve their goals, run customer reviews, and drive value. Support & troubleshooting – Be the go-to person when customers need assistance, whether it's technical or non-technical. You don't need to have all the answers yourself, but it's your responsibility to ensure customers get them - whether that means working with our product and engineering teams or digging into issues proactively. Video coaching & support - Help customers feel comfortable and confident on camera, occasionally attending off-site filming days to assist with production. Building a scalable tool stack - Research, recommend and setup the right tools (leveraging AI) to help build the foundations of a scalable customer service function. Proactive engagement - Spot opportunities to improve customer adoption, troubleshoot potential issues, and ensure they are set up for long-term success. Product advocacy - Be knowledgeable about our product and services, educating customers on new features and best practices. Meeting customers in person - The best experiences are face-to-face, so we will need you to occasionally travel for filming days or customer visits. What we're looking for: Experience in customer success, onboarding, or account management in a SaaS or tech company. A customer-obsessed problem solver - Someone who thrives on making customers happy, anticipating their needs, and delivering beyond expectations. Interest in startup life - You want to work in a fast-paced, ever-changing environment where adaptability and problem-solving are key. Curious about technology - While deep technical expertise isn't required, comfort with technology and quick learning is valuable. Embracing AI - You're already a regular user of AI tools and have a good understanding of the huge potential in customer success Detail-oriented - A keen eye for detail to ensure nothing slips through the cracks. Great communicator - High level of written and spoken English, capable of explaining complex ideas clearly and concisely. Willingness to appear on camera - As a video-first company, you'll create and appear in customer-facing videos. Energetic & positive - Bringing great vibes to every customer interaction. Open to travel - Occasional travel to meet customers and support video shoots within the UK. Why join us? As an early hire, you'll have the ability to directly and significantly influence how we approach customer success, onboarding, and support. You'll be at the heart of an innovative, fast-moving company, where you can contribute beyond your role and make a real impact. Here’s what to expect: Salary : £40,000 – £45,000 depending on experience Location : This is primarily a remote role, but you’ll join the team in central London a few times each month. We’ll cover reasonable travel expenses, and we’re happy to discuss what works best for you Equipment : We’ll provide a MacBook – just bring a suitable remote setup Time off : 24 days holiday Ownership : You’ll be an early joiner in the company Share Options scheme (expected to launch in 2025)