Customer Success Manager

Job Description

Who are we and what’s our missionClear Review () is an award-win­ning SaaS HR tech scale up with a pas­sion­ate and fast-grow­ing team of nine­teen whose moti­vat­ing force is to: Make per­for­mance and devel­op­ment human and mean­ing­ful for employ­ees and impact­ful for organisations.The world of per­for­mance man­age­ment (if we must call it that) has been so bad, for so long. Annu­al appraisals, com­plex rat­ing scales, uncer­tain­ty, anx­i­ety — we’re look­ing to put an end to all of that. Our core belief is that HR, man­agers, and employ­ees over­whelm­ing­ly want to be engaged in what they do whilst deliv­er­ing high-qual­i­ty work. They sim­ply need to be enabled with the right cul­ture and the right tech­nolo­gies to be the best that they can be.Our award-win­ning cloud-based per­for­mance enable­ment tech is gen­uine­ly dis­rupt­ing the mar­ket and facil­i­tates year-round qual­i­ty con­ver­sa­tions and real-time feed­back. We’re scal­ing quick­ly with some great, well-known cus­tomers, and we have fund­ing to ramp things up even more. We’re need­ing new peo­ple who can get excit­ed about this jour­ney to come on board with new ideas, new ener­gy, and a desire to get stuck in and make a difference!The RoleOrganisations that use Clear Review are usually going through a culture change of some sort. Be that a complete overhaul of how they develop their employees from annual reviews to continuous conversations or changing the tool to support this process. Whichever the transition, our customers trust us to help them successfully integrate the system into their organisations and achieve their desired goals.We take this trust seriously and believe it is crucial that our customers achieve success with Clear Review along with enjoying long and happy relationships. Our Customer Success vision is to place ourselves as proactive partners, not reactive vendors within this relationship.As a Customer Success Manager you will own the relationship and journey with new Clear Review Customers from joining through to renewal.With such a varied customer journey the role is extremely diverse. Working with the sales team during handover, you will introduce Customer Success and gauge an understanding of their longer term requirements.It’s not just new customers you will be working with, however. We love all of our customers and after ‘go live’, we constantly look to build and improve meaningful relationships. You will have ownership of a number of these customers, regularly speaking with them, understanding their measures of success and how we can improve our processes whilst sharing insights from other customers.From technical troubleshooting to working with senior management teams to help the cultural change, having both a strategic and tactical skill set is crucial.Onboarding:Working with our in-house implementation specialist:· Training customers in how to use, configure and administer the software.· Building a strategic success framework to help customers find their ‘true-north’.Building & Sustaining Relationships:· Proactively partnering with our customers to understand their problems, desired outcomes and offering creative solutions.· Share insights from other customers to help customers even more successful through quantitative data on usage and best practices.· Offering creative solutions to customers’ challenges - our software is very simple and intuitive and so problems are rare. However, helping clients solve their challenges or problems is crucial to their success.· Technical fault finding - we’re lucky that these are few and far between, however replicating the error helps solve the issueInternal Relationships:· Cross-functional collaboration with different departments within the company from creating case studies with Marketing to acting as the voice of the customers, sharing their suggestions during product development.Skills and experience· Previous experience of a role in customer success or support, ideally within a fast paced B2B software environment· Amazing interpersonal skills to be able to build and maintaining strong relationships· Comfortable at communicating with varying levels of seniority· Strong problem solving skills· Attention to detail & organisedWho we are looking forOur suc­cess to date has been down to our amaz­ing peo­ple. So we focus on recruit­ing peo­ple who are unique, but who con­nect with and demon­strate our five val­ues:1.Dri­ven to be bet­ter: We con­tin­u­ous­ly strive to improve, both as a per­son and in our roles.2.Get stuff done: We deliv­er results. We get things done when we say we will.3.Hon­est feed­back: We give each oth­er gen­uine feed­back even if it may some­times be uncom­fort­able to hear. We do it kind­ly.4.Keep ask­ing why: We strive to find the root caus­es of prob­lems and come up with solu­tions to solve them.5.Above and Beyond: We aim to go above and beyond what peo­ple expect of us.Along with shar­ing our val­ues, as we are still a small but grow­ing team, hav­ing a good sense of humour, being warm and adapt­able is real­ly impor­tant to us. We love con­fi­dence, but we val­ue humility.How we workWe’re a very close, very com­mit­ted, but very much fun-lov­ing group of per­for­mance tech folks! We work real­ly hard, but we realise there’s more to life than work — some of us have fam­i­lies with young kids so we know how impor­tant it is to stay ground­ed. We active­ly encour­age flex­i­ble work­ing and most of us work three days a week in our love­ly Far­ring­don office and two days from home.