Userled is looking for a Founding Customer Success Manager to work alongside our Customer Success Lead to help build the strategy and foundation that will help scale the CS function for the next 1,000 customers. Over the last 12m, we've scaled very quickly, onboarded some of the biggest names in B2B Tech and have started to prove out a powerful upsell mechanism. Lots of other exciting opportunities (and challenges) too.
Qualifications
* 2-3+ years of Customer Success experience and you can point to examples where you have gone above & beyond for clients or other stakeholders
Must-haves
* Ability to get things done and help build a CS function from the ground up
* Do whatever it takes to support & champion our customers in their journey with Userled
* You’re an outstanding communicator; verbal, written, and when presenting. You are able to be clear & concise even when explaining complex things
* Ability to work with our CTO, Product & Engineering teams leading all customer deployment work and becoming the voice of the customer internally, discovering new use cases & helping to prioritise our roadmap & beta-test new features
What the job involves
* Responsibility from Day 1: You'll support in building the foundation of our Customer Success strategy, working out how we’ll achieve best-in-class retention & upsell and maintain the happiest customer base possible
* Hiring: Help hire and build out a world-class CS team over 2025
* Product Delivery: You’ll create best-in-class deployment & education guides, initially hand-holding customers through the process, and later allowing them to self-serve
* Account Management: You’ll work with our CEO & sales team supporting on late-stage deals and then be the customer’s main contact point up to Exec level from the initial onboarding onwards
* Product Configuration: You’ll spend the majority of your time on configuring & deploying the product with customers — being product expert & consultant to the customer as they begin their journey with Userled
* Action Plans: You’ll present Quarterly Business Reviews (QBRs) and ensure customers see the ROI of Userled, and continue to discover new use cases