Customer Success Lead, Fluent
£65-80k
+ Stock Options
4-5 days a week in office (Holborn, London)
An AI powered analyst to make business data accessible for everyone
Be an early applicant
An AI powered analyst to make business data accessible for everyone
1-20 employees
Be an early applicant
£65-80k
+ Stock Options
4-5 days a week in office (Holborn, London)
1-20 employees
Company mission
To empower business leaders to self-serve on their data in plain English, freeing up data teams to focus on more important tasks.
Role
Who you are
- Are commercially minded and love speaking to customers: You thrive on building strong relationships, identifying upsell opportunities, and delivering value that turns customers into long-term partners
- Excel at organisation: You’re highly organised, capable of managing multiple moving parts, competing priorities, and coordinating across teams without missing a beat
- Have experience with data and technical teams: You understand the challenges of working with data, are comfortable stepping into a customer’s perspective, and have experience collaborating with or managing technical team members. Depending on your level of experience, this role may include people management responsibilities
- Embrace the unknown: You’re at ease working in uncharted territory and enjoy finding creative solutions to problems you’ve never encountered before
- Understand the dynamics of a growing company: You know what it takes to thrive in a fast-paced, resourceful environment where your work directly impacts growth and success
- Familiarity with SQL and data workflows (preferred): While not essential, experience with SQL and working with data teams is a plus. It helps you navigate technical conversations and better support customers in solving data-related challenges
What the job involves
- You will report directly to our CEO to establish and scale the Customer Success function, leading efforts to onboard new clients and transform them into long-term strategic partners
- Collaborating with a team of skilled data analysts and engineers, you will own the end-to-end customer journey, ensuring seamless onboarding, showcasing Fluent’s value, and driving adoption at every stage
- With unprecedented customer growth, this role is pivotal to our success and future expansion
- Lead client onboarding: Manage the pilot process to showcase Fluent’s value, ensuring successful platform configuration and setup while coordinating multiple stakeholders and moving parts with precision
- Champion adoption: Execute rollouts, workshops, and enablement plans to embed Fluent within customer workflows, staying organised to deliver on tight timelines and shifting priorities
- Own customer success: Develop strategies to drive retention, expand usage, and uncover upsell opportunities, working closely with commercial teams and aligning cross-functional efforts
- Advocate for customers: Collaborate with Product and Engineering to bring the customer’s voice into our roadmap, ensuring the platform evolves to meet user needs while managing competing priorities effectively
Application process
- Application: Submit your CV and a brief explanation of why you’re excited about this role to careers@fluenthq.com. We’ll review applications promptly and get back to you within a week
- Introductory call: A 30-minute video call with one of our team members to learn more about your experience, introduce you to Fluent’s culture, and answer any initial questions
- Customer task: A take-home task designed to test your analytical and communication skills. This task reflects the real-world challenges you’ll tackle at Fluent and should take no more than two hours. We’ll provide feedback within a few days of submission
- On-site interview: If your task is successful, you’ll visit our office in Holborn for a 90-minute session (timing flexible to accommodate your current role), where you will:
- Present your task and explain your thought process
- Meet key team members to discuss how you’d contribute to Fluent’s success
- Have a final conversation with Rob, our CEO, to explore alignment with Fluent’s mission and values
- Offer: If everything aligns, we’ll extend a formal offer and look forward to welcoming you to the team!
Salary benchmarks
Our take
Large companies require business intelligence tools to analyse their organisation's processes. These tools ensure that employees and leadership have a clear understanding of how their business is doing, but can often lead to information only being translatable by software engineers and coding experts. It takes a considerable effort to build dashboards that visualise data in a way that is decipherable to the average worker, which is where Fluent comes in.
Fluent’s product is a software programme that can answer data questions in plain English, providing a quicker and more cost-effective strategy for companies with vast data pipelines. Fluent acts as a "conversational layer" that uses LLMs, translating data from a company much faster and in a way that can be read by anyone, regardless of technical skill or role within a company.
With $7.5 million in funding under its belt, Fluent is currently taking its first customers live and fine-tuning its product.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Mar 2024
$7.5m
Seed
Total funding: $7.5m
Company values
- Keep moving faster. Success thrives on momentum. To achieve our goals, we focus on delivering results quickly without compromising quality. We set ambitious targets and continuously look for ways to work smarter, making the most of our time and resources
- Empathise with customers. Putting ourselves in our customers’ shoes helps us to truly understand what matters to them, both now and in the future. We go the extra mile to earn their trust—whatever it takes—because we know that level of commitment can be the difference-maker in gaining their commitment.
- First Principles Thinking. We are working on problems that have never been solved before, so we refuse to accept the world as it is. To achieve breakthroughs, we question every assumption, explore every angle, and reimagine solutions from the ground up. This relies on deeply understanding the “why” rather than just improving tried-and-tested approaches.
- Strive for Excellence. We take pride in delivering the best we can for the company and for our customers, always seeking to go one step further. By holding each other to high standards, celebrating each other’s wins, and embracing personal growth, we can grow stronger together and achieve more than we could alone.
- Own the outcome. Progress happens when each of us feels empowered to make decisions and drive solutions. If we see a problem, we jump on it and take accountability for the outcome. Of course, we lean on our teammates when needed, but we never lose sight of our ultimate responsibility for delivering results.
Company HQ
Holborn, London, UK
Articles
Leadership
Robert Van Den Bergh
(Co-Founder & CEO)Previously Co-Founder at Rhubarb, Special Project Manager at greyhairworks! and Founder and CEO of Scibeless.
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