Customer Success Specialist

**We're Collective Benefits.**:**
Right now, the people who care for our families, pack our produce and deliver our parcels face a fragile financial existence. And that’s not right. We believe they deserve to live and work without compromise. So we’re doing something about it.**:
At Collective, we’re enabling companies with the right intentions to provide the right protections. Working directly with the on demand platforms propelling our economy forward. Helping them ramp up recruitment and retention, increase engagement and protect their people. All at the same time. Together, we’re making independent work, work for everyone.

We’ve got backing from the people behind Deliveroo, Zoopla and Cazoo, some of the most prestigious and well known VCs in the world:

- Stride
- Prosus
- NFX

We have been featured in The Economist, Sifted and Forbes (to name a few). And as we expand operations across the UK and Europe, we're on a mission to make independent work, work for everyone.
**A brief overview of what you will be doing**:
As a Customer Success Specialist at Collective, you’ll be managing relationships and helping to grow our overall Client portfolio value. You’ll be in a 360 role and will be responsible for working with our SMB clients to guide them from initial Onboarding to becoming their long term point of contact.

**Three reasons this role is great**:
1. You’ll make a tangible difference - we’re building a business that will provide the benefits and advantages that independent workers badly need. You’ll be able to help shape and influence our direction as we scale the company even further.

2. You’ll work with our close-knit marketing, product and sales teams, using user insights to drive the way we facilitate and deliver our offering.

3. We have big ambitions for growth, move at a fast pace, and you’ll work autonomously with the close support of startup founders and senior managers who have done this before.

**What will you do?**
- You’ll manage a large portfolio of SMB client accounts, ensuring that they are all receiving an above and beyond level of service with a focus on scale.
- You’ll project manage the implementation of new business and expansions and have end-to-end responsibility for the post-sale lifecycle.
- You’ll be focusing on client health and net revenue retention of your portfolio.
- You’ll be responsible for identifying, owning and upselling opportunities.
- You'll help deepen the relationships with existing clients through regular business reviews and catch ups. You'll take ownership of commercial and operational issues with partners.
- Assist with executing and contributing to the Customer Success Team strategy, as defined by the Head of Customer Success and Account Management Team Lead, in alignment with Collective Benefits commercial objectives.
- Establish and maintain relationships with key stakeholders to promote internal advocacy (incl. Product, Marketing and Sales
**You should join us if**
- You have 2+ years of experience in a Customer Success or Account Management role.
- You feel confident having commercial discussions and closing deal.
- You’re experienced in relationship management, sales and/or marketing.
- You enjoy developing solid, sustainable relationships which result in a win-win for both parties.
- You value collaboration and are at your best when you’re part of a team.
- You have great attention to detail, highly analytical, confident in drawing insights and presenting data.
- You have empathy for customer needs, but can also consider technical constraints and business goals.
- You have a keen interest in Insurtech and the Platform/Gig Economy.
**The nuts and bolts**
- You must be comfortable with a fast-moving pace of work, and getting involved in a range of tasks and projects relating to your role.
- Smart, inquisitive, and have a willingness to sink your teeth into the role.
- Knowledge of (or a keen interest in) the future of work is a significant plus
**What will you get in return?**

Competitive Salary based on experience

Employee Equity Options and Pension Contributions

Birthday day off, because no-one should have to work on their birthday

Personal development budget, to help you grow

a shiny new laptop

keep healthy with 24/7 GP, Mental Health Support & Gympass

Cycle to Work and Tech Scheme saving you money and spreading the cost

Deals & Discounts at major retailers, gyms and more