Customer Success Manager, Surfboard

£40-50k

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Junior and Mid level

London

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

B2BInternal toolsCustomer serviceFlexible workingSaaSData Integration

Job no longer available

£40-50k

Share options.

Junior and Mid level

London

More information about location

3+ days a week in office (Commercial Street, London)

1-20 employees

B2BInternal toolsCustomer serviceFlexible workingSaaSData Integration

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.

Job

Company

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

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 HQ

London, UK

Leadership

Natasha Ratanshi-Stein

(CEO)

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.

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