Customer Success Manager

2 weeks ago

Camden Area, Greater London, United Kingdom FullCircl Full time
We go FullCirclnFullCircl connects the insight you need when it matters most.

We partner with more than 700 of the UKs leading banks, insurers and FinTech to deliver market leading insight on their business customers.

Clients use our product to solve three mission critical business challenges, namely how to:
identify & acquire, verify & onboard and retain & grow customers.

FullCircl connects the insight you need when it matters most.

We partner with more than 700 of the UKs leading banks, insurers and FinTech to deliver market leading insight on their business customers.

Clients use our product to solve three mission critical business challenges, namely how to:
identify & acquire, verify & onboard and retain & grow customers.

Our web applications and APIs are now used by more than 15,000 end users in large clients including

Barclays, Lloyds, NatWest , and

Aon , as well as powering digital journeys for high growth challengers such as

Tide, GoHenry, Mettle, Caxton , and hundreds more.

Having established a roster of blue-chip enterprise clients in the UK, FullCircl is now looking to expand its reach through continued investment in the platform and exciting partnerships with category leading vendors including

Acturis, nCino and IDNow.


We have more than doubled in size over the past two years and is now a scale business that has been profitable since early 2022.

FullCircl was formed in 2021 following the merger of Artesian Solutions and DueDil. In September 2023 FullCircl acquired W2 Global Data Solutions.

FullCircl is backed by top-tier investors which include Octopus Investments, Notion Capital, Augmentum Fintech and notable angel investors which include Dr Steve Garnett (EMEA Chairman SFDC).


We GRAFT to get it donenWe want to hire like-minded people which is why our core values are important because if younjoin us it is pretty important that you fit right in.

Ask yourself, do they describe you?nGrowth Mindset - We are the change we want to seenResourceful - We find a way to get it donenAccountable - We do what we saynFactual - We tell it like it is (without being a jerk)nTeam - We put the mission before ourselves


What we can offer younWe are a team that has a clear view of where it wants to go and are committed to supporting each other to get there.nWe have created an environment where driven and accountable people thrive, and the development and progression of people in our team is a top priority.nWe have been successful by building relationships with senior leaders in banking, insurance and FinTech and consistently delivering value to their teams.nWe operate in an environment where your contributions will be meaningful and good work recognised.nWe provide competitive compensation and benefits and believe employee ownership is a key part of cultivating the mindset we want from everyone.


THE ROLEnReporting to the Director of Customer Success, as the Customer Success Manager, you'll engage with our customers, not only with where they are today but also showing them a path to the future.

Help our customers

do better business, faster

Key ResponsibilitiesnDiscovery:
Identify risks to customers achieving their stated business goals and work with the team to build a risk mitigation plan

nStrategic vision:
Drive retention and growth for our customers by understanding their business objectives, helping them succeed and proactively identifying potential areas for further value

nBuilding champions:
Manage and run regular operational account review meetings with our customer champions/sponsors

nExecution-focused:
Monitor use of the service within assigned accounts to identify adoption levels, trends, concerns, untrained or inactive users

nLeading by example:


Monitor customer satisfaction by observing Net Promoter scores and follow up on survey responses with customers to drive increased satisfaction and higher Net Promoter Scores in the future.

Also, keep cloud-based high-level notes of activities within each account so everyone is on the same page.

nCoaching:
Partner with Sales to review and help deliver potential growth within customers

nCollaboration:
On larger accounts, collaborate with Marketing to design programs to align with customer initiatives, engage with our user base and increase adoption of our service

nAdvocacy:
Collect and document evidence of how the service is being used by customers to promote good news and demonstrate ROI throughout the customer lifecycle

nImpact:
Promote our array of tailored training solutions to assist with increasing the adoption of our service.

You'll be a self-starter, comfortable with a mix of challenges and fast pace.

Day to day tasks will involve variety, from planning to execution and presentation of your ideas back to stakeholders.nYou'll be collaborative but also tenacious in order to achieve your goals for the ultimate success of our team.

By understanding the product inside out and understanding its business impact, you'll quantify and articulate the benefits the FullCircl platform can bring.


Our ideal candidate will havenPassion for building great customer relationshipsnPrevious Customer Success experiencenA clear connection with our mission of helping our customers do better business, faster.nAlignment with our core values (G.R.A.F.T.).nSelf-driven, comfortable asking difficult questions and eager to contribute your own ideas.nAnalytical, clear thinking with strong attention to detail.nA professional attitude with openness to feedback and coaching.nExcellent listening, presentation and communication skills at all business levels.nAbility to learn quickly and adapt to changing business needs.nUnderstanding of customer service and account management.

Ability to partner with customers in developing their strategic direction.nAbility to navigate large complex organisations with strong collaboration and influencing skills.nAttention to detail and ability to deal with multiple concurrent initiatives.


Nice to havesnExperience working in a SaaS environment.nExperience of sales techniques/methodologies eg SPIN, MEDDIC, Challenger.nNegotiation skills.nCRM experience – Salesforce preferable.nExperience working with APIs or enterprise technology solutions.

Our Amazing BenefitsnHybrid/Flexible working modeln25 days annual leave, with the ability to purchase more daysnLife Assurance and a fabulous Employee Assistance ProgrammenPrivate Healthcare for you - talk to us about adding your familynDiscounts on various retail stores, gyms memberships and a bike schemenAccess to LinkedIn LearningnPeer to peer much, much more


A little more about UsnWe have a culture deeply engaged in D&I and have a team dedicated to overseeing thisnThere are 18+ languages spoken between usnWe actively engage with and support charitable initiatives and volunteer opportunitiesnOur skills are shared through our Mentorship program, all are welcome to joinnAll ideas and feedback are welcomed.

We want all FullCircl'rs to have a voice

" No matter what stage you are in your career, at FullCircl you are viewed as an individual and given the opportunity to own your career. During my time at FullCircl, the nurturing culture has grown my confidence and given me the opportunity to work with some of our biggest clients.".... Chloe Weatherill – CSM

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