Customer Success Manager
About Sales Impact Academy
Accomplished sales expertise can be the difference between failure and rampant success, and we want to help not dozens but thousands of companies to grow beyond expectations. This requires sourcing only the most seriously accomplished leaders, then scaling and embedding their expertise inside every B2B tech company on a daily basis. Doing this will transform industries and fulfill personal dreams.
Sales Impact Academy is an affordable subscription to live, structured sales education from experts with decades of sales success. Our service integrates directly into the working week so its regularly updated classes can be put into practice continuously.
We call it Sales Education as a Service.
We’re on a mission to build the world’s largest, continuous live learning platform for B2B sales and marketing teams by securing titans of industry to coach and teach our classes that will infuse sales excellence into every B2B business.
We want to help people at scale reach their full potential, level the playing field for every B2B company in the world and significantly reduce failure rates in startups (90%) and scaleups (70%).
This is no small feat and we need amazing people to help achieve it! You’ll be helping us to launch industry-leading (and industry-redefining) educational content for tech start-up professionals. We are the education layer of the B2B growth stack.
Love learning - Every day is a chance to grow
Go fast - Learn on the way
Motivation feeds momentum - If someone’s doing a great job tell them, it’ll lift them up Open culture, open comms - Make others feel comfortable to speak out and feedback
You do you - Bring as much of yourself to work as you want, and welcome others when they do
Channel your inner chameleon - Adaptation is how we’ll survive and thrive together You’ve got this - Give people freedom, watch them fly
We live on a spinning rock in space - So don’t sweat the small things and have some fun
About the role
We are looking for a Customer Success Manager who can help us delight our customers by building trust, understanding their business and proactively anticipating their needs to deliver them value. As a member of our Customer Success team, you will be responsible for maintaining and developing a customer-centric approach that accelerates our growth.
Customer success is one of the most important areas in our business as it fuels & safeguards our growth by ensuring customers have a first-class experience, a voice in developing our future product, and achieving their business goals. It's a challenging role, balancing both commercial and experiential priorities, but with the right approach, it's also one of the most rewarding.
This role represents a rare opportunity to be on the frontline, helping shape an exciting business from the outset and working in a passionate, welcoming team with the chance to succeed in the rapidly developing edtech industry.
➔ Ensuring that the potential of each customer is managed effectively, and they fully understand the true value of the product and utilise accordingly.
➔ Being a primary contact, informant and advocate for our rapidly expanding customer base.
➔ Driving new product feature adoption and expanded usage.
➔ Carrying customers through the on-boarding process (post-sales) and setting the tone for the excellent service and support they will receive.
➔ Helping customers continually achieve their objectives and ensuring their measures of success are met through product adoption.
➔ Being a key point of contact for customers; their guardian within the business. ➔ Spotting opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process.
➔ Identifying customers that are 'at risk' and set recovery plans in place to win them back.
➔ Ensuring that for every customer, we know what they love about our platform, and what we could improve.
➔ Helping to determine, design and develop new ways for our customers to get the most out of our platform.
➔ Ensuring smooth customer transitioning and training as our product develops. ➔ Ensuring that you are the champion for the customers voice, and there is a constant feedback loop to develop our business and product strategy.
A bit about you
➔ 1 - 2 years experience in a customer success role.
➔ Acronyms like NPS, NDR, ARR, CSL are your first language.
➔ You have a thirst for knowledge, understand the value of education and love working in a fast-paced start-up environment.
➔ You’re in your element when building relationships with stakeholders and customers and you’re passionate about creating trust and value.
➔ You’re able to switch between communicating to internal and external stakeholders, and of all levels of seniority.
➔ You love the satisfaction of taking a customer from onboarding, through optimisation to adoption and renewal.
➔ You are naturally curious and data obsessed.
➔ You’re a creative thinker, initiating and implementing new ideas to better our customers' experience.
➔ You’re a strategic and analytical thinker who has a proactive approach to solving problems.
➔ You have an autonomous, self-starting approach with a natural curiosity of how things can be done better.
➔ You’re a team player and enjoy the dynamics of collaborating and creating as a team. ➔ You get pleasure from doing a great job and going the extra mile for clients. ➔ You have a sharp attention to detail and are highly organised.
➔ You don’t take yourself or life too seriously. We like people who know how to have a laugh!
★ Work for a company that puts people and culture first
★ 25 days Annual Leave + National Holidays
★ Wellbeing Days to support your mental health
★ Share options for all employees
★ Employee-friendly probation periods
★ Private Medical Insurance
★ Access to Spill - mental health support via slack
★ Flexible working hours and working location
★ Homeworking set-up budget
★ Monthly remote socials
★ Access to all SIA courses for personal development
★ Company pension scheme