Customer Success Manager, CharlieHR
Customer Success Function
£50-55k
More information about location
Building great HR tools for small businesses
Be an early applicant
Building great HR tools for small businesses
21-100 employees
Be an early applicant
£50-55k
More information about location
21-100 employees
Company mission
To help small businesses thrive by becoming their first in-house HR expert
Role
Who you are
- A proven track record with 2+ years delivering in a Customer Success or Account Manager role in B2B SaaS
- Relentless focus on risk reduction, driving value realisation and preventing avoidable churn
- Data-driven mindset with experience using CS tools
- Commercial acumen - you’re revenue driven and motivated to hit both our team and business goals
- Excellent written and verbal communication skills with a proactive and consultative approach to understanding customers’ needs
- Confident with identifying upsell opportunities and positioning them effectively
- An experimentation mindset - you’re not afraid to try new things, learn from experiences, and get “scrappy”
- Self-awareness and humility – you know that honest feedback is how you grow, and you’re not afraid to ask for help
Desirable
- A passion for helping small businesses thrive
- A keen interest in Customer Journeys and driving engagement based on this
- Experience working with HR tech platforms
What the job involves
- Proactively identify at risk customers using the data available and engage them to address issues and prevent churn
- Drive adoption of add-ons through guiding add-on customers through onboarding and ongoing usage
- Implement engagement activities (training, webinars, process improvements etc) to continuously drive value realisation for our customers
- Identify opportunities for Upsell through CSQL’s
- Own renewals for all add-on customers
- Advocate for our customers and their needs internally, using data-backed insights
- Build + nourish relationships with our customers, becoming a trusted partner in ensuring Charlie is fully integrated in our customers’ organisations
- Report on account health and risk, escalating potential issues where required
Application process
- Apply with your profile
- Phone Interview
- First Stage Interview
- Assessment
- Final Stage Interview - Meet the Team
Our take
Charlie HR are building well-designed and easy-to-use tools for companies to manage their people.
Scaling a small business is hard, and one thing founders and early employees don't want to have to think too much about is the admin behind growing a team.
With the increasing number of startups in the UK, Charlie HR have a growing market to capitalise on. The HR software space is a little crowded, so it will be important for them to keep their strong brand and focus on the niche they're in.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Career progression
"Charlie have a super clear progression framework so you know where you sit and what you need to do to progress. Management are incredibly..."
Funding (1 round)
Mar 2016
$1.4m
SEED
Total funding: $1.4m
Company benefits
- £750 yearly Work Your Way budget
- £30 monthly Wellbeing budget
- 25 days annual leave + public holidays + Christmas break
- 90 bookable "nomad working" days outside of the UK each year
- 9 day fortnights. We have every other Friday off as a company
- 4 bookable “Personal Days” for when you need time for your mental healthPrivate Health Insurance from Vitality
- A one-month sabbatical paid at 50% of salary, for every 3.5 years worked at Charlie
- Private Health Insurance from Vitality
- Quarterly Exploration Days where you can work on whatever across the company
- Two reviews a year using our transparent career progression framework, and dedicated personal development time
- A lovely office space in East London's pet-friendly Second Home
- Live anywhere in the UK; we have 5 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK
- Enhanced Equal Parental Leave policy
- Cycle-to-work scheme
- No fixed working hours; you take ownership over how you get your work done
- Company-wide Learn Your Way Fund to bolster your L&D
Company values
- We get uncomfortable - Engaging in team and company discussions where you may feel out of your depth. Picking up and getting involved in work that gets you out of your comfort zone
- We give energy - Bringing energy to meetings. Offering solutions to other’s challenges. Starting discussions from a place of possibility rather than impossibility
- We drive for results - Questioning if there’s a faster or more efficient way to achieve a desired outcome. Meeting expectations as to when results or goals should be hit
- We are humble - Being open minded to new ideas, and love challenging each other in a positive way. Celebrating success as a team, not individuals
Company HQ
Spitalfields, London, UK
Articles
Leadership
Ben Gateley
(Co-Founder & CEO)Previously co-founded Born Social and The Eleven Enterprises Limited.
Rob O'Donovan
(Co-Founder)Also the co-founder of Foundrs and Born Social.
Tom Carrington Smith
(Co-Founder)Co-founder of Velo. Previously co-founded Kernel. They also served as the Interim Head of Product at Oyster and Product Lead at Entrepreneur First.
People progressing
Joined as a Senior Software Engineer. Promoted to Head of Engineering after 1 year.
Joe joined Charlie as a Customer Success Advocate I in April 2020, and made the lateral shift to a Product Manager I in September 2021 after realising a real interest in this area of Charlie.
Ciara joined Charlie as a Customer Success Associate and in 6 months was promoted to an Account Manager
Diversity, Equity & Inclusion at CharlieHR
Yasmin Lord-Pottinger (Senior People & Talent Partner )
- Our mission for our team is to Make Work Better; we are committed to investing in and supporting diversity, equity and inclusion within our organisation and eliminating unlawful discrimination. Our aim is to be truly representative of all groups within society, and for every team member to feel that they belong, are given every opportunity to thrive, and are respected fully for their opinions
- We have specific diversity targets for our team as part of our two year goals, and place a real emphasis on inclusive hiring practices to attract, maintain and report on the diversity of our candidate pipeline and hires
- We are committed to providing anything which enable success, and always create our policies to be as inclusive as possible i.e. flexible working hours, remote working, nine day fortnights, bookable Personal Days etc
- We are audited by Fair HQ annually to assess our Diversity, Equity and Inclusion as a company. We currently hold a ‘Leading’ status with FairHQ and are working to maintaining that.
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