Customer Success Manager, JRNI

SaaS

Salary not provided

macOS

Freshdesk

Confluence

Slack

monday.com

Junior and Mid level

Remote from Germany

Enterprise customer engagement platform

Posted today

Enterprise customer engagement platform

21-100 employees

B2BArtificial IntelligenceEnterpriseInternal toolsMarketingDeep TechAnalyticsSaaSSales

Posted today

Salary not provided

macOS

Freshdesk

Confluence

Slack

monday.com

Junior and Mid level

Remote from Germany

21-100 employees

B2BArtificial IntelligenceEnterpriseInternal toolsMarketingDeep TechAnalyticsSaaSSales

Company mission

To help our customers facilitate enduring, consistent and outstanding customer engagements throughout the entire customer engagement lifecycle, at scale.

Job

Company

Role

Who you are

Experience in customer success, key account management, (IT) consulting, and/or business development — ideally in a SaaS environment
Fluent written and spoken German and business-fluent English
A structured, solution-oriented approach and the ability to work through complex problems effectively
Strong communication skills
Strong organisational skills and the ability to work independently
Comfort working with modern digital tools — for example browsers, Slack, LinkedIn, Monday.com, Confluence, Loom, Microsoft Teams, macOS, and Freshdesk (helpful, not essential)

What the job involves

We're looking for a Customer Success Manager to play a central role in implementing and scaling our platform for enterprise customers.
You'll own the management, support, and growth of well-known organisations that have demanding data-protection and compliance requirements, and you'll be one of jrni's key contacts for shaping and delivering on customer needs. Working alongside the core team, you'll help expand and internationalise our already strong market position
This is a chance to make real impact in a growing enterprise SaaS business, with the support and autonomy to do your best work
Own the full customer journey for your accounts — from consulting and setup through to go-live
Lead project management for jrni Enterprise customers
Maintain and grow existing customer relationships to build long-term partnerships
Identify cross-sell and up-sell opportunities that create value for customers and the business
Ensure high levels of customer satisfaction and retention
Communicate regularly with customers to understand and anticipate their needs
Advise customers on new products and services
Partner with the support team to maintain a high standard of service
Handle support requests and run thorough needs assessments
Deliver software demonstrations, both for prospects and during go-live
Work closely with the marketing and sales (growth) team

Our take

JRNI, which launched as 'BookingBug' back in 2008, is a customer engagement platform for scheduling and managing engagements at scale. Through its AI-powered automation tools, users can deliver consistent, high-quality engagements throughout the whole customer lifecycle, tailoring their approach to meet the needs of individual clients.

Consumers today put a high value on personalized experiences, which can be difficult to deliver at scale. This is exactly what JRNI facilitates, as the only enterprise platform with integrated solutions for event management, appointment scheduling, and queuing/lobby management. It has offerings for retail businesses, banks, credit unions and governments, boasting a global presence and many notable clients such as LEGO and Debenhams.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

-8% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (last 2 of 5 rounds)

Aug 2019

$6m

SERIES C

Apr 2018

$13.4m

SERIES C

Total funding: $25.7m

Company benefits

Gym discounts
Flexible working options
Generous maternity and paternity policies
Mental Health First Aiders and Mental Health Champions in every office, plus 24/7 access to qualified therapists via phone
Access to Boxx, which provides online workouts and wellness classes
Dedicated break areas around the office, including rooms for prayer/meditation/nursing breaks
Complimentary weekly yoga class in London
3 days each year to spend on your own learning, and 2 hours each week to dedicate to your professional learning (plus support in finding courses that are right for you)
In-house technical training, access to online courses, and a personal book allowance
Recognition platform to highlight and reward achievements
Work anniversary day off
Career development plans with both technical expert and managerial pathways
Employee referral program
Discounts at hundreds of retailers
Friday drinks and team socials
Company parties, company kickoffs, and product launches
Ping pong, dartboard, and foosball table

Company HQ

Holborn, London, UK

Leadership

Philip Meer

(CEO, not founder)

Was CEO of PatientKeeper till its acquisition by Commure. Then served as Commure's CCO for half a year. Previously Executive VP at Evariant, and Division VP (Business Transformation) at ADP.

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