Customer Success Manager, Welcome to the Jungle (formerly Otta)

• You have some experience working in Customer Success or Sales, and want to build your career in Customer Success. You're genuinely excited by our mission to transform our relationship with work.
• You are an active listener. You enjoy getting to the heart of people’s needs and drivers, and use your passion for problem solving to turn customer need into clear solutions
• You have high standards and a genuine drive to create exceptional experiences for customers. Your natural bias to action allows you to follow-up with stakeholders in a fast but meaningful way
• You understand that start-ups offer the space to grow quickly, but require consistent focus, prioritisation and creativity. You are open to giving and receiving feedback in a safe environment and constantly ask yourself ‘what else’?
• You are confident working with data and AI tools to help your customers understand value, identify opportunity areas and spot risks. You care deeply about customers and translate that care into high-quality work
• You’re excited by the idea that service is a key differentiator and understand the value of relationship building. Your desire to learn and develop sets you apart from others

Desirable

• You’ll be managing a portfolio of +70 of our growth companies
• Working in a small but exceptional team, you will learn from other Customer Success Managers and our Head of Customer Success
• Focusing on customer onboarding, monthly checkpoints and quarterly reviews, your days will be spent meeting different stakeholders within your portfolio and turning what you learn into actionable next steps. This will be a mixture of value-led email follow-ups, additional stakeholder engagement, data summaries and collaboration with the Account Management team
• Your main goal will be to build deep and meaningful relationships across your book and across the customer lifecycle. This means you will operate within a high-touch framework but seek to develop our new digital-touch journeys
• You understand the importance of creating champions. Outside of the day-to-day, you will be seeking out additional, creative opportunities to engage, delight and nurture key stakeholders
• You will be comfortable asking questions in a safe environment where everyone is working towards the same ambitious goals. You will have a real opportunity to develop your skills and upskill in your career

• Exploratory call with Ben (UK Staff & Operations), to understand your motivations, experience to date, & answer any initial questions you have (15 mins)
• A brief written task to assess your communication skills (this will be done at home and sent to us as part of this stage)
• Skills interview with Lauren (Head of Customer Success) and Ed (Account Management Team Lead) (45 mins)
• Final meet the team interview with two Customer Success Managers (30 mins)
• Welcome aboard!