Customer Success Manager, CaptionHub

• You have 3-5 years as a technical customer success manager or solutions engineer or other combined commercial and technical role with a strong bias given to SaaS experience in a retention role
• You will have the ability to confidently demonstrate in-depth product knowledge and mastery
• You can comfortably and confidently master complex SaaS applications
• You are happy in a remote environment
• You can navigate enterprise stakeholder ecosystems with appropriate rigour
• You have an unquestionable level of accountability, organisation and client management skills
• You thoroughly understand the retention / CSM space

Desirable

• You will become a CaptionHub product expert and a lynchpin for driving customer engagements, activation, training and implementations
• You will work closely with the CEO, CTO, CCO, Customer Success Director, and other team members and will be a go-to-person in the company, client and partner ecosystem for product related matters
• Client activation and retention ▶️ enterprise training for clients ▶️ own the enterprise account business reviews and performance ▶️ contribute to knowledge base and training material ▶️ go to day-to-day account owner for customer success across our tier 1 and 2 clients
• Client and sales enablement ▶️ cross-cohort customer only webinars to improve retention ▶️ regularly updating partners and clients on new features ▶️ deep dives into each capability set for clients and prospects supporting sales team in deal flow

• 1. Apply via Welcome to the Jungle
• 2. Video call with team member (20 minutes)
• 4. Technical assessment interview (20 minutes)
• 3. Panel interview - skills and experience assessment (60 minutes)
• 4. Cultural fit interview (45 minutes)
• 5. References