Senior Customer Success Manager

4 weeks ago

London, United Kingdom Ballpark Full time

Ballpark is our answer to making research faster, easier and more accessible. The majority of people conducting research in companies aren't researchers - so let's create a platform that meets them where they are.

We want to build the 'Canva of research' and create a research platform that is visual, real-time and filled with pre-made templates and tasks so that every team can get deeper insights that leads to better products.

Since our beta launch 18 months ago we've added tons of new Enterprise customers like Monzo, FEVO and Vodafone.

Last June, we raised a seed round from InReach, Haatch, Caffeinated Capital and Bungalow VC who have invested in amazing companies such as Notion, Soldo and Airtable.

What we're looking for

We're looking for our first Senior Customer Success Manager to manage and educate our incredible customers.

You'll be working with teams from Monzo, Vodafone, Soldo, TradeMe, Oodle and many more to help create success plans that are a pathway to engagement and retention in Ballpark.

We are looking for someone who is comfortable being the first CSM in the team and can operationalise all aspects of how we onboard, activate and retain our customers.

This particular role leans heavily toward the educational aspects of Customer Success. We believe at this stage, expansion can only come when customers are getting immense value from the product. That's where you come in.

Working with our research solutions manager you'll work with each new and existing customer to construct plans based on their goals.


The ideal profile

  • You have created strategies and activities that have led to increases in engagement, usage and retention - We're not talking about quarterly check-ins just to keep in touch, but actually value being created by every touch point you create.
  • You can set up a highly organised and repeatable customer success process from scratch - You know how to get everything on rails for a efficient and productive CS function
  • You love product and can be a subject-matter expert - You're obsessed with learning everything you can about the product that you support and can become the external and internal expert
  • Your book of business absolutely loves you so much they'd pick up the phone when you move companies just to work with you again - You build long lasting relationships with customers
  • You 'default to spreadsheet' when creating and track metrics and dashboards to understand how every single customer is doing - No fancy CX software needed, you can get things running manually before needing to automate
  • Can work quickly and get things done yourself - You remove bottlenecks rather than create them. You can drive things forward through sheer will and excitement.

Bonus points if you have been or are currently a researcher too :)

We can't wait to hear from you

Requirements

  • 5+ years experience in Customer Success in SaaS
  • Can demonstrate setting up educational programs for customers that have led to successful outcomes

Benefits

30 days holiday, plus UK bank holidays

Share options

‍⚕️ Private health insurance, Life insurance and income protection

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