Customer Success Associate
1 month ago
Hybrid (2 days / week @ our central London HQ)
Product team
Your future manager: Darcie Moggridge
About Us
✨ Giving everyone at work the gift of a great manager.
We believe Managers are the most valuable players that any organisation has. They have the potential to have the most outsized positive impact on individuals, teams and companies. In short, they hold the keys to the future of work. Yet, 80% of them have been thrust into the job without any training at all.
That's 100 million managers around the world, who are managing 1 billion people. And it's resulting in $ trillions of lost productivity and abysmal employee engagement.
That's why we exist — to give everyone at work the gift of a great manager. ✨
We help leaders achieve organisational change by transforming managers into confident coaches. Study after study confirms that the best teams are led by managers who habitually use a coaching style. We are facilitating this transformation through virtual, social and solo learning experiences designed for busy managers, all hosted on our AI-powered digital platform. By training managers to coach, we aim to democratise coaching and make it an inclusive benefit for all.
Our client base is broad and diverse across size, industry and geography. We're working with some of the world's fastest-growing scaleups and quickly becoming embedded with several iconic large corporates.
And we're just getting started. This is where you come in...
About The Role
As our Customer Success Associate, your mission will be to:
- Champion customer* feedback and insights to drive ongoing enhancements to our products and services
- Influence all aspects of the business to think of the customer first
- When we talk about ‘customers' we mean organisations and their participants who are taking part in our learning experiences
- Execute customer journeys
- Facilitate customers through their Manageable journey by managing all in-experience communications
- Monitor customer progress in order to effectively support and optimise their Manageable journeys
- Support Customer Success Lead with delivery planning, ensuring we are equipped to deliver excellence, even at peak times
- Monitor and measure key customer success metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores remain consistently high through effective analysis
- Gather customer feedback for product enhancement
- Advocate for customer needs with the Product team
- Routinely conduct analysis of customer data in order to monitor performance and identify trends
- Regularly create reports and progress updates for customers
- Serve as day-to-day contact for customers
- Collaborate with the Product & Engineering team for issue resolution
- Maintain high levels of customer love and loyalty by monitoring key metrics like NPS and CSAT scores and advocating for customer needs
- Proactively support our Customers throughout their Manageable experience and identify opportunities to deliver WOW experiences
ABOUT YOU
You'll likely have the following skillsets:
- You exhibit strong organisational skills and an agile approach to work
- You are fluent in English with exceptional verbal and written communication
- You are proficient in Google Workspace, Microsoft Office and preferably have had experience using Customer Relationship Management (CRM) software
- You are obsessed with customers, putting the customer first at every opportunity
- You take a proactive approach in engaging customers and addressing their needs before they become problems
- You take pride in your work
- You thrive in a fast-paced environment with many competing priorities and deadlines
- You are a team player, you're always willing to roll up your sleeves and help wherever help is needed
- You have at least 2 years of experience in Communications, Marketing, Sales, Account Management, or Customer Success related roles
How We Interview
We believe magic happens when there's strong mutual alignment. That's why we treat the interview process as a two-way conversation. We'll always aim to get back to you quickly and can move as fast as you can. Here's a basic outline of our 3-step process:
- Step 1—Initial Interview [virtual]: You'll meet your future manager where you'll have the opportunity to ask about the company and the role. We'll ask you questions about your skills, experiences, motivations and goals
- Step 2—Role Simulation [virtual]: You'll be asked to complete a short, role-specific assignment that'll give you a good taster of the kind of things you'll be working on in your first 3 months at Manageable. You'll be invited to discuss your assignment as part of a working session with your future manager along with a couple of others on the team. This is a chance for us to mutually test drive what it'd be like to work together
- Step 3—Final Interviews [in-person where possible]: You'll be invited to our offices to spend more time with team members that you'll be working closely with. This will be a chance for us to dive deeper into what a successful career at Manageable could look like for you
WHY JOIN US
- This is a career-defining adventure. You'll be part of the early team of a post-revenue startup with a fresh and compelling product suite that has the ambition and platform to augment how millions of managers lead around the world
- You will get the unique opportunity to shape our Customer Success function from scratch. ✨ At Manageable, we want to give everyone at work the gift of a great Manager. With over 100 million Managers in the world, we have a mighty mission. You'll play a critical role in making that vision a reality
- You will be encouraged and supported to continuously learn and grow. Needless to say, we deeply care about great leadership and building a company that walks the walk. Prepare to be coached and to coach those around you as we strive to build an iconic company together.
We're taking applications on a rolling basis. So, if this sounds like the career-defining adventure you've been waiting for, apply today.
Please note, we're unfortunately not able to sponsor visas directly, so you'll need to have authorisation to work in the UK. We look forward to hearing from you
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