Customer Success Manager, Stotles

• 2+ years’ experience in customer facing services or research / business analyst role (e.g. consulting, sales/account management or client services)
• Bachelor’s degree is desirable, or equivalent business experience
• Deep understanding of core Customer Success functions; able to deliver on-boarding and user adoption to drive account health
• Extensive experience building strong internal and external relationships
• Track record of showing initiative, and able to find ways to get things done when ambiguity is high
• Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out"
• Able to listen, think logically, strategically, and tactically to solve complex problems and drive product / process improvement
• Freakishly organised; able to plan and meet deadlines in line with business and customer requirements
• Data-driven and outcome-focused. Able to understand and articulate technical concepts and devise sensible solutions
• Excellent interpersonal and communications skills; able to quickly build lasting rapport with people you have just met
• Understand the importance of trust-based relationships - with customers, prospects, partners, and colleagues
• Able to consistently set and meet deadlines with high attention to detail and personal standards of quality
• Highly proficient English (written and spoken)
• Proficient in the use of Hubspot or other CRM (Salesforce, MS Dynamics etc..)
• MS Office / equivalent business tools (working knowledge of Excel, Powerpoint, etc)
• Most importantly, we're looking for curious, ambitious people who love to learn new things. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply!

Desirable

• Developing Customer Success Plans with our largest accounts, working with key stakeholders to identify their success criteria and implement plans to meet those objectives
• Managing key touchpoints with priority accounts in their customer journey (from on-boarding, through QBRs into retention and beyond) to drive customer adoption / engagement and track progress against key measures of success
• Crafting our new and growing services offering, working closely with the Stotles CEO & CPO to develop the Stotles product in line with customer feedback to drive ROI
• Driving customer engagement with bespoke services, including scoping and delivery of custom research projects
• Developing and improving records of all relevant customer artefacts (e.g. proposals, decks, account plans, custom reports etc.)
• Nurturing and escalating growth opportunities – including customer retention, upsell and referrals
• Injecting the voice of the customer into the heart of all decision-making at Stotles, ensuring to close the feedback loop with key stakeholders and creating Stotles advocates

• Stage 1 - Intro call: Approx. 30-minute. A chance to get to know each other, and chat through your experiences, motivations, and goals. Successful candidates will be asked to complete a short exercise, which you will present at stage 2
• Stage 2 - Communication & Skills Assessment: In-person/video call. Approx. 45-minutes. Candidates present results of the exercise to the Stotles team, with time for discussion and other questions. After this, 15-minutes of general conversation/Q&A about Stotles and getting to know the rest of the team
• Stage 3 - Meet the team: In-person/video call. Approx. 30-45 minutes. A chance to get to know the team, make sure we're the right fit for you (and vice versa) and ask any outstanding questions about life at Stotles