Customer Success Manager, Beacon
£50k
+ Share options
More information about location
3-4 days a week in office (Shoreditch, London)
A modern CRM for charities
Job no longer available
A modern CRM for charities
21-100 employees
Job no longer available
£50k
+ Share options
More information about location
3-4 days a week in office (Shoreditch, London)
21-100 employees
Company mission
To transform how charities work.
Role
Who you are
- Experience in a B2B SaaS customer success role, or a charity data role, is absolutely essential
- A strong interest in the technology sector, and to be comfortable using a complex software product
- Empathy, understanding, and a desire to be the voice of the customer
- Ability to quickly grasp an organisation's needs and processes
- Comfortable working in a fast-paced agile way with Product and Customer Success colleagues
- Flawless written and spoken English
Desirable
- 3+ years of experience as a CSM or charity data professional
- Experience with CRM or databases
- If coming from a B2B SaaS role, experience in the charity sector
- If coming from a charity data role, experience building customer relationships
What the job involves
- Your focus will be on managing the ongoing success of charities throughout their lifecycle with Beacon. You'll do this by working alongside the rest of the customer success team, helping our customers realise the full potential of Beacon for their organisation. This role requires great customer service skills, proactive decision-making, and the ability to deeply understand, and explain, a technical product
- You will:
- Build long-lasting relationships with Beacon customers and deliver a low churn rate
- Be the main point of contact for high-value customer accounts assigned to you, building a deep knowledge of their Beacon use cases and processes
- Work closely with charities to understand the unique needs of their organisation in terms of processes and data storage
- Take ownership of managing the whole post-sale customer lifecycle, from onboarding to regular business reviews and renewal
- Develop in-depth knowledge of the Beacon platform and use your expertise to drive successful adoption for customers
- Give advice and training on how to configure Beacon’s flexible database to store all of the data charities need, and to enable them to do their work efficiently
- Help customers to explore and evaluate new features and new use cases of Beacon within their organisation
- Compile feedback from customers to improve the Beacon product
- Collaborate with colleagues to iteratively improve our processes and approach to customer success
- Occasionally contribute to Beacon’s online documentation by writing snappy guidance that delivers a consistent voice for the Beacon brand
- 4-day week working with charities & tech for good
Application process
- 1. Application - Pro tip: don't use AI to write your cover letter; they all look the same! (Closes 8th February)
- 2. Phone interview - 20 minutes (8th-12th February)
- 3. Video interview with Head of Customer Success and Senior CSM - 1 hour (~16th-19th February)
- 4. Final stage session in-person at Beacon’s office - 3 hours (~23rd-26th February)
- Our office is wheelchair accessible
- We’re happy to pay for appropriate travel costs if this would impact your ability to attend in-person
- If there is anything that we can do to improve the accessibility of any of these stages for you, please let us know
Salary benchmarks
Our take
As nonprofits and charities often struggle to keep up with the level of innovation in the enterprise world, Beacon offers a cloud-based, data-driven CRM that lets them manage donations, fundraisers, payments, events & ticketing, marketing campaigns, and volunteers all in one place.
The last few years has seen an increase in the developments in the Charity CRM space. Companies like Salesforce have rolled out major upgrades to its non-profit cloud, while platform-to-platform integrations are also becoming more common. Further to that point, Beacon is one company that’s recently integrated with JustGiving.
The company has grown steadily in popularity since its 2017 inception, picking up well-respected clients like The New Humanitarian, The Jacobs Foundation, and Cruse Bereavement Care.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Challenging work
"There's always something new to do - clients have increasingly complex needs, and there's never an attitude of 'We can't do that' - but instead..."
Company benefits
- Our customers are all charities - you'll get to build your career whilst having a genuinely positive impact on the world
- Four day work week. Our working model gives everyone a 3 day weekend, every week
- We'll give you 6 weeks (24 days) of holiday every year, plus bank holidays
- Taking time off is important. And we really mean it: We'll pay you a £60 bonus for every day of holiday you take
- Banded salary system so that everyone is paid the same for doing the same job, and your growth within the organisation is clear
- Beacon is climate positive (beyond carbon neutral), so your employment won't hurt the planet
- A proper pension - we'll match 150% of your pension contributions (up to 10%)
- Private health insurance with routine dental & optical cover
- Modern parental leave policy (12 weeks at full pay, and it's the same for everyone, regardless of gender or circumstances)
- Cycle to work scheme
- Sabbatical every 5 years (6 weeks off, fully paid)
- Share options scheme - everyone can own a part of the business
Company values
- Social good
- Sustainable growth
- Partnership
Company HQ
London, UK
Articles
Leadership
David Simpson
(CTO)Former Head of Product at IT Infrastructure company Tray.io, former Senior Researcher at domain name registry Nominet.
Chris Houghton
(CEO)Former Head of Partner Success at Tray.io, co-founder and former CTO at e-commerce marketing platform, Sauce Apps.
Diversity, Equity & Inclusion at Beacon
- We encourage everyone with the required skills to apply, we consider building a diverse and representative team to be critical to our success, and we actively pursue building a more diverse team
- We passionately believe in doing our part to fix the tech sector's diversity problem and that in building diversity we build strength
- We have a banded salary system to ensure that nobody is paid differently for the same role. Salaries across the organisation, including executive pay, are entirely transparent
- Our parental leave policy provides for 12 weeks of full pay, and can be taken by any parent, regardless of their new parenting circumstances
- We are actively working to demonstrate our commitment to our values by completing Bloody Good Period’s ‘Bloody Good Employer’ certification and working towards becoming a certified BCorp.
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