Enterprise Customer Success Manager, Hook
£65-100k
+ Offers Equity, Bonus
2+ days a week in office
Predictive revenue growth platform
Be an early applicant
Predictive revenue growth platform
1-20 employees
Be an early applicant
£65-100k
+ Offers Equity, Bonus
2+ days a week in office
1-20 employees
Company mission
To reinvent how businesses engage with their customers and grow revenue from their existing customers using data and machine learning insights.
Role
Who you are
- We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever-growing customer base
- If you love solving customer problems, excel at juggling multiple tasks, and have a knack for turning data into insight, then this could be the perfect opportunity for you
- Prior experience in a Customer Success or Project Management role
- Experience in a saas/technology company, ideally working with more technical software
- You’re comfortable operating in an environment where not every playbook and resource exists yet and you’re excited by the prospect of building things as you go
- Proven track record achieving commercial targets and experience managing renewals
- Exceptional communication skills, both written and verbal, with experience of presenting to large and small audiences
- Experience in building outcome-driven customer success plans and managing multiple projects and workstreams for customers
- You’re organised; prioritising your accounts and managing your time effectively, but equally as happy solving a problem on the fly
What the job involves
- In this role, you’ll be responsible for ensuring the success of our customers during the full lifecycle, from initial strategy sessions right through to closing renewals
- You will be accountable for partnering with our customers to drive value by increasing adoption, optimizing their Hook experience and being a trusted partner for their customer success and revenue teams
- In this role, you have the opportunity to not only deliver excellence for your customers, but to shape how this is done for many years to come as we build out our best-in-class customer team
- Project managing the success of your customers and driving all commercial conversations at renewal
- Review the health of your customer base and prioritise your time accordingly; be an advocate for best in class usage of Hook
- Become a product expert, developing best practices to share with customers, helping them leverage the full functionality of Hook
- Map out key customer stakeholders and proactively build strong relationships to ensure every department can achieve maximum value
- Coordinate with multiple internal teams including product and engineering, to ensure that deliverables for your customers are met and that we’re able to deliver outstanding customer experiences
- Continuously improve and iterate on current processes to ensure we’re delivering excellence and optimising for scale as our customer base grows
Salary benchmarks
Our take
Hook are developing a powerful machine learning platform that informs subscription businesses which enterprise customers they need to focus on, and what actions they need to take to increase loyalty.
With the increasing amount of companies offering subscriptions as their main or additional revenue streams, the type of insights Hook provide are particularly relevant. They want to change how businesses engage with their customers by harnessing the power of technology, which will require a strong technical team.
Backed by some of the top early stage investors in Europe – including LocalGlobe and Mulesoft founder Ross Mason – Hook has already started working with customers, including some of the fastest growing companies in the world.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"We have an unbelievably diverse set of people, from an array of different backgrounds, all of whom have come together to form our amazing team. One..."
Funding (2 rounds)
Dec 2023
$10.7m
SERIES A
Apr 2021
$2.8m
SEED
Total funding: $13.5m
Company benefits
- Generous stock options for all employees at all levels
- Generous Bupa private medical insurance
- £80 flexible monthly wellness allowance on a prepaid card that you can use on things like gyms, yoga, healthy food, or whatever else makes you feel healthy outside of work
- Stunning modern private offices full of plants in a Victorian building overlooking Liverpool Street station with meeting rooms open to all, breakout spaces, dedicated desks, large screens throughout to share ideas, and fridges full of soft drinks, beer, snacks & fresh fruit
- Our flexible working is consistently rated 9.5/10 by our employees. The whole team is in the office on Tuesdays & Fridays and the rest is work where you want. We don't do start or finish times and we have a company culture of minimising internal meetings. Everyone has a key to our stunning private offices which are available 24/7 to use when you want
- Annual £500 learning and development budget for every employee on a prepaid card to spend on books, training courses, exams, or anything else which helps you progress at work
- 27 days holiday (excl. bank holidays)
- Office fresh fruit & snacks, weekly lunches, monthly team nights out, quarterly team events and an annual 2-day retreat (in 2021 we hired sailing yachts to the Isle of Wight)
Company values
- Customers come first - We go above and beyond in everything we do; always on the lookout for ways to make our customers happier
- Leadership is a state of mind - We all behave like leaders: accountable, inspiring, and willing to play an active role across the business
- Everyone on the same team - We support each other, learn together and share in each other’s successes. It’s our collective responsibility to look out for each other
- Ambition followed by execution - We’re passionate and brave, but always follow through on our big ideas, turning plans into detailed action
- Respect is our default - We treat everyone with kindness, act with integrity, and celebrate the diversity that makes our teams special
Company HQ
City of London, London, UK
Leadership
Firaas Rashid
(CEO)Led IT Operations at Credit Suisse, followed by CTO and Head of Customer Success EMEA for AppDynamics (acquired by Cisco for $3.7bn) growing the business from $170m to $550m in revenue in 2 years.
People progressing
Amelia joined Hook as a Business Operations Manager in February 2021. They were promoted after 6 months to Hook's Head of Business Operations, leading their own team of Operations Associates.
Diversity, Equity & Inclusion at Hook
Firaas Rashid (Founder & CEO)
- We live and breathe diversity through everything that we do - our primary goal as a company is to build the best workplace for ambitious people that want to be part of a team; the only way we do that is by having true diversity weaved through our DNA
- We think diversity is more than just ticking boxes - it means bringing in people from different backgrounds, experiences and opinions, and providing a safe space to work and express your opinions
- We believe that truly having a mixed team generates diverse opinions and thoughts leading our direction and this is the only way to create an incredible working environment that remains innovative and fun
- We're 50/50 on gender, many of us grew up abroad, our first software engineer and sales rep were both female and we've found pizza is the only universally liked food in the team (with a vegan option!)
- We make sure that our investors and suppliers match our company values and are are as diverse as we are - we don't work with suppliers that don't agree with our values
- We encourage you to stalk us on LinkedIn to see more about our backgrounds and understand more about our team
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