Customer Success Manager, Silktide

$65-80k

Junior and Mid level

Remote from US

Web intelligence company

Job no longer available

Web intelligence company

21-100 employees

B2BInternal toolsComplianceMarketingFlexible workingBusiness IntelligenceSaaS

Job no longer available

$65-80k

Junior and Mid level

Remote from US

21-100 employees

B2BInternal toolsComplianceMarketingFlexible workingBusiness IntelligenceSaaS

Company mission

Silktide’s mission is to make the web better for everyone. We make software to test and improve websites. Organisations around the world use Silktide to help deliver great web experiences that are accessible to all.

Job

Company

Role

Who you are

You are passionate about Customer Success
You enjoy autonomy and like to take ownership
You have strong verbal and written communication skills
You are efficient, proactive, and super organised
You have at least 2 years of experience as a Customer Success Manager in SaaS
Accessibility, Diversity, and Equality are important to you and this is reflected in your work
You excel at navigating corporate structures to grow the use of products or services across new departments with a wide range of stakeholders
You're not afraid to introduce a customer to new features that will carry an additional cost if you believe it will make them successful
You take pride in delivering powerful, educational training sessions to customers
You thrive on being the voice of the customer to impact Silktide's processes and product development
You have a good understanding of technology
You have a valid passport (there is potential for travel for onsite customer meetings and work retreats!)

What the job involves

As a Customer Success Manager, you'll ensure our customers are receiving maximum value from our service. This includes building and maintaining relationships with our customers and collecting feedback to help us improve our product
You'll also help our growing team refine and execute our CS strategy, optimise the customer life cycle and help build a high-performing team
There will be loads of space for creativity, autonomy, developing your skills, and putting your stamp on Silktide
You'll also become a champion for web accessibility. You'll train and educate on the importance of creating accessible web content and experiences
Silktide truly cares for our customers. This role isn't about generating as much money as possible from the customer, it's about making them successful. If that means the customer downgrading, you should suggest it! We only want staff that will truly care for the customers they manage

Our take

Websites are the most crucial online asset for almost every company. However, great websites that work for real users are a combination of many different qualities and require specific expertise.

Silktide’s software relies on an architecture that recognises a diverse range of defects and helps companies to correct them with ease. Its biggest advantage comes from its focus on delivering software that interacts with web pages like a real person, in real browsers, allowing them to build products for underserved areas such as website accessibility for the blind.

The services company is focused on refining its technology to allow it to acquire more and more customers with less attention from its management team. However, while new tools like a free web testing app can be useful entry points, the company must not dilute the reputation that it has built over 20 years for quality service.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (4.8)

Company

Company benefits

High-spec laptop
100% remote-work
2 weeks paid for learning per year
Development opportunities – we are growing quickly which opens plenty of doors for career development
3 weeks paid vacation + Public holidays
100% coverage PPO health insurance with Blue Shield
Home office budget – typically a large monitor, chair, peripherals

Company HQ

Pride Park, Derby, UK

Leadership

Oliver Emberton

(CEO)

Started programming computers when he was 8. Founded Silktide after graduation from University of Derby in Computing Studies.

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