Customer Success Manager

2 weeks ago

London, UK, United Kingdom Elevayte Full time

Who are Elevayte


At Elevayte we unlock the power of people to transform businesses. We live and breathe the ScaleUp world and become trusted partners of our clients. We support ScaleUps in three areas: 1:1 Executive Coaching, Executive Team Development, and the Elevayte Leadership Academy (aimed at VPs, Directors, and Heads of).


Our clients are disruptors, trying to solve the biggest challenges facing our planet and society and yet they are often hampered by having many leaders who have never built a business before, or operated at this level. By partnering with Elevayte, we develop their leaders to spend their time on what matters most and to drive value for the business so that they can focus on achieving their lofty goals. We have the privilege of getting to work with leaders in innovative brands such as Beauty Pie, Moneybox, Wagestream, and ZOE.


Our Values are:

· Grown Up (accountable, resourceful, solutions-focused)

· Good Egg (emotionally intelligent, collaborative, authentic)

· Go Getter (self-motivated, proactive, resilient)

· Go Giver (relationship-oriented, co-creative, generous)

· Growth Mindset (agile, curious, humble)

· Grounded (strategic, calm, focused)


Job brief

Reporting into the CEO, and working closely with the Elevayte team, this role will be pivotal in managing the end to end delivery of our programmes, setting up and improving processes (internal and external) and supporting operations, product and sales. We are looking for an engaging Customer Success Manager who is passionate about project management, continuous improvement and building processes to scale.

This is an opportunity for an experienced CS professional to take their career to the next level and to embed themselves in the tech start-up & ScaleUp ecosystem.


What you will be doing


Customer Success

● Programme setup, launch and management (coaching and leadership development programmes)

● Creating and managing multiple project plans in parallel for all Elevayte Academy programmes

● Engaging with various stakeholders (product / design team, coach, coachee / participants, client)

● Client service, success & support (day to day, and proactively looking for ideas for improvements)

● Retention and growth of core accounts – creatively increasing renewal rates, programme expansion and minimising churn (cross-sell, up-sell)

● Identifying and developing new processes to drive efficiencies around the user experience

● Assessing and utilising new systems to drive efficiencies across the business

● Sharing feedback and insights from clients with the Product team to evolve product offerings

● Collaboratively shaping the product roadmap with the Product team by identifying client needs and potential solutions



The must haves


● 3-5 years of customer success, account management or project operations experience

● Proven ability to manage multiple projects and diverse customer portfolios

● Extremely proactive, with very strong attention to detail

● Organised and efficient, able to manage competing priorities and work at pace

● Impeccable communication and relationship building skills, able to instill confidence with stakeholders at all levels

● Well-developed consultative skills (e.g. rapidly grasping clients core challenges and developing/presenting recommendations)

● A self-starter with an entrepreneurial focus, able to see opportunities through from concept to completion

● Strong written communication and presentation skills

● An analytical and process-oriented mindset

● A positive attitude, with a friendly and outgoing demeanor

● Agile, adaptable and great problem solving skills


A successful person at Elevayte


● Enjoys working in a (fast-paced) open working environment with lots of transparency and employee freedom

● Will pursue growth and learning

● Has a positive team spirit

● Is passionate and determined


What we offer


● Competitive base salary

● 25 days' holiday (plus bank holidays)

● Flexible / home working

● Pension scheme

● An unparalleled opportunity to become an expert in the ScaleUp ecosystem

● A fun and challenging role with lots of room to influence how things get done

● A passionate, friendly & transparent culture

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