Customer Success Manager, Surfboard
£40-50k
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More information about location
3+ days a week in office (Commercial Street, London)
Workforce management for customer service teams
Job no longer available
Workforce management for customer service teams
1-20 employees
Job no longer available
£40-50k
Share options.
More information about location
3+ days a week in office (Commercial Street, London)
1-20 employees
Company mission
To make customer service better and improve agent satisfaction through better use of data to generate fair schedules that work for the customer and the agents.
Role
Who you are
- Experience in a customer facing role, preferably some of which is in a Customer Success or Account Management role at a fast-pace B2B tech company. The ability to develop chemistry is paramount; you are able to solve issues while also remaining friendly
- A balance of operations acumen and people skills – you are someone who loves interacting with customers all day long, but also have the know-how on the business side to implement the systems and processes we need to run things effectively
- Ability to develop a deep and nuanced understanding of our products and our customers’ needs and pain points – you are not an engineer, but you can translate problems and opportunities into possible formal product solutions
- Strong and honest communicator, with the ability to tell people (especially internal teams) things they don't want to hear
- Excellent stakeholder management, with a knack for dealing with frustrated or upset customers and internal teams, and the ability to skilfully and respectfully challenge what the customers want (based on an intimate understanding of our products)
- Self-starter and independent go-getter, with extremely high ownership mentality with a sense of discipline and high-performance
- Ability to learn and adapt quickly in a high-growth, dynamic environment
What the job involves
- Develop a deep understanding of our platform as well as the needs of our customers, with the ability to articulate and communicate how the platform satisfies these needs in a simple way
- Be your customers’ main point of contact and trusted advisor at Surfboard
- Develop strong, long-term and loyal mid & senior level client relationships to achieve trust by creating mutual value
- Be a joint partner with Sales to identify revenue opportunities through the upsell of new services and contract renewals
- Be able to unearth and evolve success criteria, ensuring the platform helps customers realise these
- Be viewed as someone who understands how to take care of customer needs
- Provide continuing education for customers to realise maximum value, identifying new or unused features that could provide value for your customer
- Develop a robust and scalable adoption plan with existing customers, including but not limited to newsletters, webinars, release plans, self-serve resources, helping customers use our platform to the fullest
- Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, feedback sessions and quarterly business reviews
- Continuously develop insights about product, feature sets, ideal customer personas, and pain points based on customer conversations
- Help the product team identify which features to develop next based on both objective data and anecdotal customer stories, differentiating actual productive feedback from perceived issues
- Develop customer success KPIs across relevant dimensions (e.g. satisfaction, onboarding, uptake, engagement) to paint a broad measure of customer success
- Identify and execute initiatives to improve metrics over time, securing investment and assistance from internal teams where necessary
- Own and implement scalable programmes from onboarding to initial usage to scaling
Salary benchmarks
Our take
Customer service teams often try to use antiquated methods to have employees clock in and out, or micro manage their time. Surfboard wants to rebuild trust between organisations and employees by creating a new, efficient platform for customer service teams.
The company's end-to-end solution centralises data, makes forecasts, schedules agents fairly and provides teams with tools to put development and training at the forefront of their experience. Surfboard also uses data to enable teams to hit their service targets whilst improving morale.
Whilst their focus at the moment is on improving the experience of teams, companies and customers when it comes to customer service, there is lots of scope to develop this proposition further in the future. As Surfboard develops its strategy, the product has the potential to branch out into different planning and team development tools meeting alternative company needs.
Steph
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Meaningful work
"What we're building directly impacts the lives of shift workers. We want to make their work enjoyable by making sure they can balance their personal..."
Company benefits
- Tax-efficient EMI share options
- 25 days holiday (plus all bank holidays)
- Opportunity to take a month-long unpaid sabbatical after 2 years
- £500/yr professional development budget
- Monthly team socials
- Pension scheme
- Office snacks
Company values
- Own it
- Zero faff
- Care deeply
- Make it sparkle
Company HQ
London, UK
Articles
Leadership
Previously Chief of Staff at Bulb where scaling customer service was a key challenge. Prior to Bulb, Natasha was a venture capitalist after starting her career at Goldman Sachs.
Diversity, Equity & Inclusion at Surfboard
Natasha Ratanshi-Stein (Founder & CEO)
- Natasha, the Founder is female & BAME. She grew up in Canada to East African parents of Indian descent.
- We're obsessed with continuous improvement and training. Our motto is happy team, happy customers which we apply to our product but we think it's just as relevant internally.
- We're building a tool that touches various personas from C-level leaders to customer service agents. We want to build a team that represents the diversity of our end users in order to build the best possible product for them. This means we care about diversity when it comes to ethnicity, gender, socioeconomic background, sexual orientation and we want to encourage different ways of thinking and a healthy atmosphere for debate and disagreement.
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