Customer Success Specialist

2 weeks ago

London, Greater London, United Kingdom Countingup Full time

About us:

At Countingup we're on a mission to make it easier to run a small business. We believe that freelancers, contractors and small business owners should have an easier way to manage their business finances.

A solution that frees them from the drudgery of financial admin, saves them time and helps them stay organised with the business insights and tools they need to succeed.

We're a venture-backed fin-tech and an early stage startup with ambitious plans for growth.

Countingup is the leading UK business current account that's helped over 50,000 self-employed people save time and money with automatic accounting, tax estimates and instant invoicing.

All of us at Countingup are committed to 'The Countingup Way':

  • Do our best work
  • Enjoy it
  • Get it done

About the role:


We're looking for someone with a customer first mindset, who is excited about building relationships, identifying opportunities and sharing the solutions that make it easier to run a business.


As part of the Customer Success Team you'll guide new and existing customers through every part of their journey with Countingup.

You'll be involved with everything from onboarding to activation, retention and reactivation activities, as well as being the voice of the customer when it comes to internal projects and developing new features.

The Success Team's goal is to increase the value that our customers get from Countingup.

That includes helping new customers to feel confident using the product, as well as supporting our most engaged customers to understand and use the exciting new features that we release.


There will always be room to improve so we're looking for someone who can work independently, try new things, share what worked and help us build the best product we can for our customers to run their business.

The role will include some scheduled weekend work.

What will you be doing?:

  • Proactively contacting / responding to new and existing customers helping them to activate and make the most of Countingup
  • Pursuing a deep understanding of our customers and the challenges that small businesses face
  • Running experiments to increase our customer base, customer activity and retention
  • Reviewing and interpreting customer data to decide on the best next step for that customer
  • Working on crossfunctional projects with individuals from across the business

Who are you?:

Experience and skills

  • 2 + years experience in a Customer Success, Support or Operations setting
  • You possess a genuine passion for improving the customer experience whilst maintaining an awareness of financial crime and regulatory requirements
  • Expert knowledge of onboarding and support, tools and strategies
  • Experience with multiple communication channels is desirable eg. Zendesk, webchat and phone calls
  • Excellent attention to detail coupled with an inquisitive mindset
  • Organised and able to prioritise and change plan as required
Behavioural Competencies

We're a sociable bunch, and we enjoy each other's company. So it's important that you're a great fit for our company culture.

These are some of the things we look for:

  • Pride in the work you do and everything you get involved in
  • Strong written and verbal communication skills to clearly articulate business and customer problems and how we tackle them
  • Independent thinking, and not being afraid to suggest new ideas
  • Ambitious with a large appetite to learn more
  • A healthy amount of curiosity for the unknown with a growth mindset
  • A team player that is respectful, honest and kind

What will you get in return?:

  • You'll constantly be challenged, whilst being fully supported by a great team that you can learn from.
  • Exposure to every area of the business. You'll be encouraged to get involved and make an impact on how we work
  • A transparent and open company culture where employees are consulted on company decisions and direction
  • Competitive salary
  • Share options
  • Up to 8% pension scheme
  • 26 days holiday (plus UK public holidays)
  • Flexible remote working policy

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