Customer Success Manager, userled.io

• You’ll be the 2nd Customer Success individual at Userled and will support in building the foundation of our Customer Success strategy, working out how we’ll achieve best-in-class retention & upsell and maintain the happiest customer base possible
• You’ll do whatever it takes to support & champion our customers in their journey with Userled
• ‍You’ll work with our CTO, product & engineering teams leading all customer deployment work and becoming the voice of the customer internally, discovering new use cases & helping to prioritise our roadmap & beta-test new features
• Over time, you’ll hone your commercial skills and upsell customers on new modules & help to drive new revenue streams for Userled
• ‍Product Delivery: You’ll create best-in-class deployment & education guides, initially hand-holding customers through the process, and later allowing them to self-serve
• You’re ambitious & hard-working, and you’re as comfortable in the product as you are communicating to Execs about broader plans. You make up for any potential lack of experience with hunger and a constant growth mindset. You are someone who will succeed at whatever you put your mind to. You’re intelligent & can work stuff out. You derive energy from building meaningful relationships, successfully completing projects, and pleasing clients
• You work hard & care about your work. Your level of ambition & desire to have a successful career make the required sacrifice & dedication worth it

Desirable

• 2nd hire in the Customer Success function that's scaling rapidly
• You’ll work broadly across the business & report to our Founder, CTO and CEO. You will regularly interface with engineering, product, sales (& of course our customers!)
• You’ll work with our CEO & sales team supporting on late-stage deals and then be the customer’s main contact point up to Exec level from the initial onboarding onwards
• You’ll become an expert at building relationships & managing stakeholders at every level, from junior procurement analysts to CFOs / Board Members. You’ll be viewed as an extension of their teams & they will call upon you for advice & support
• Product Config/Ops: You’ll spend the majority of your time on configuring & deploying the product with customers — being product expert & consultant to the customer as they begin their journey with Userled
• We don’t expect you to know exactly how to do this job when you join! We are looking for someone with the right attitude & skillset to take on this challenge
• You’ll present Quarterly Business Reviews (QBRs) and ensure customers see the ROI of Userled, and continue to discover new use cases
• You’ll build Userled customer community by helping to create content, hosting events, and sharing best practices across the customer base
• Optional: You’ll also network with CMOs & marketing leaders, attend events on behalf of Userled across the world, and become a thought-leader in this space over time

• Apply with your profile
• 30 min call with Liam (BizOps Lead)
• Case study
• Culture fit
• Offer