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Customer Success Manager - Venues
About VenueScanner
Our mission: Connecting people in the world's best spaces. We are becoming the #1 destination for discovering and booking event spaces globally. We have built the best selection of venues across the UK and our recommendations engine matches event organisers with the spaces that are perfectly aligned to their requirements, and makes it easy to enquire, compare and book.
We provide venues - from major global chains to independents - with a powerful set of marketing tools to scale their venue hire business. We expand their reach to new customers, optimise their listings to attract the most relevant enquiries, and provide them with everything they need to convert new, high-value customers.
What you'll be doing
We are seeking an operationally minded and digitally savvy customer success manager to work with in our Venue Account Management team. You will be responsible for managing a large portfolio of primary low touch accounts so the ability to identify opportunities for efficiencies is imperative. Improvements made across your portfolio, after being tried and tested will form the foundations of efficiencies for the wider team so there is real scope to make meaningful impact quickly. You will be responsible for automating much of our customer success processes for venues without compromising on customer experience.
Core Responsibilities
Customer Onboarding & Engagement:
* Execute low-touch customer onboarding through automated workflows, self-service resources and personalised communication, ensuring that hosts have tools for success with the lowest touch.
* Guide customers to successfully adopt and engage with our product by leveraging automation tools, email campaigns and playbooks.
Playbook Creation, Education & Optimization:
* Develop, maintain and refine playbooks that standardise customer interactions, including onboarding, upselling, churn prevention, renewals and support.
* Continuously assess playbook effectiveness iterating to improve customer outcomes and operational efficiency.
* Create and improve resources that support this including a knowledge base and video guides.
Automation & Efficiency:
* Identify opportunities to automate repetitive tasks, communications and processes to scale customer success efforts without compromising quality.
Customer Health & Retention:
* Utilise data and customer insights to monitor health scores and identify at-risk customers or upgrade or renewal opportunities, and taking quick action to retain accounts.
* Understand where there is value with certain accounts having a higher touch level and executing regular catch ups and QBRs.
* Automate follow-up touchpoints and reminders to ensure that customers remain engaged and receive consistent value.
Why we like you
* 2+ years experience in a customer success team working with and creating automated processes.
* You are able to use your initiative to assess the greatest commercial outcome and prioritise accordingly.
* Experience with HubSpot / CRM programs.
* Excellent project management skills, delivering projects at pace and not bogged down with 'perfection'.
* Digitally savvy, keen understanding and appetite to leverage technology & automation.
* A self-motivator with high energy to deliver consistent results and an entrepreneurial spirit.
* An excellent communicator and have proven experience in building both internal and external partnerships.
* You love working as part of a team and conduct yourself with kindness and integrity within the workplace.
VenueScanner perks
* Work flexibly: We have a flexible work policy.
* Work from anywhere August: Escape to the country, work from the beach...in August you can work from anywhere in the world! The London office will always be available to use but there is no requirement to come in.
* Stock options: We give exceptional employees the opportunity to buy shares in VenueScanner.
* Socials: We like to bring everyone together for team lunches, drinks, and team away trips.
* Learning and training: We'll contribute towards books, training courses and conferences.
* Personal development: Monthly personal development meetings for quick progression opportunities.
* Venue perks: Special invites to new venue openings and venue perks.
About the team
Stand Together | Lead by Example | Make it Happen Today | Winning Mindset | Customer First | Embrace the Journey
We chose the above values as a team to define the type of business we want to work in and how we like to work with each other. They are rooted in everything we do and guide us in our day-to-day activity.
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