Job Description
*** This job is also open for U.S. candidates in our US office ***
Userled is looking for a Customer Success Manager to work alongside our Customer Success Lead to help build the strategy and foundation that will help scale the function for the next 100 customers. It's an exciting time to join and we are lucky to work with some of the biggest names in B2B SaaS to drive their marketing motions.
What the job involves
* 2nd hire in the Customer Success function that's scaling rapidly and 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
* You’ll work broadly across the business & report to our Founder, CTO and CEO. You will regularly interface with engineering, product, sales (& of course our customers!)
* You’ll work with the Customer Success Lead & 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
* You’ll become an expert at building relationships & managing stakeholders at every level, from junior procurement analysts to CFOs / Board Members. You’ll be viewed as an extension of their teams & they will call upon you for advice & support
* Product Config/Ops: 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
* We don’t expect you to know exactly how to do this job when you join! We are looking for someone with the right attitude & skillset to take on this challenge
* You’ll present Quarterly Business Reviews (QBRs) and ensure customers see the ROI of Userled, and continue to discover new use cases
* You’ll build Userled customer community by helping to create content, hosting events, and sharing best practices across the customer base
* Optional: You’ll also network with CMOs & marketing leaders, attend events on behalf of Userled across the world, and become a thought-leader in this space over time
Must-have requirements:
* Prior experience in B2B SaaS Customer Success (2/3+ years)
* You’ll do whatever it takes to support & champion our customers in their journey with Userled
* You work hard & care about your work. Your level of ambition & desire to have a successful career make the required sacrifice & dedication worth it
* Able 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
* Over time, you’ll hone your commercial skills and upsell customers on new modules & help to drive new revenue streams for Userled
* 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
* You’re ambitious & hard-working, and you’re as comfortable in the product as you are communicating to Execs about broader plans.
* You make up for any potential lack of experience with hunger and a constant growth mindset. You are someone who will succeed at whatever you put your mind to. You’re intelligent & can work stuff out. You derive energy from building meaningful relationships, successfully completing projects, and pleasing clients
Desirable requirements:
* You’re an outstanding communicator; verbal, written, and when presenting. You are able to be clear & concise even when explaining complex things
* You are tech-savvy and can figure out new products / tools / processes quickly. i.e. You have an aptitude and desire to learn, shape, and deliver our product. Perhaps you’ve excelled with tech as part of your job before (eg. Excel/SQL/Zapier, etc.), or just like the idea of using tech to solve problems
Salary:
* Base salary: £50,000 - £65,000
* Bonus: £20,000
* OTE: £70,000 - £85,000
* Equity!