Senior Customer Success Manager, Welcome to the Jungle (formerly Otta)

• You have at least four years’ experience working as a strategic Customer Success Manager within a start-up or scale-up environment, operating with ease in a fast-paced and ambiguous setting
• You are a credible and trusted advisor to varying stakeholders, able to proactively influence end users and executive level decision makers. You understand how to navigate large and enterprise organisations
• You have exceptional prioritisation skills, a bias to action and a high sense of urgency. You will be comfortable asking yourself ‘what’s the return?' to have the biggest impact in the areas that matter most
• You are confident working with raw data to help your customers understand value, identify opportunity areas and spot risks. You know how to build powerful pitch decks, executive summaries and deliver training sessions that drive value
• You are able to effectively create, execute and iterate on success plans to ensure your customers, and the users within them, are clear on how our platform is driving results
• You thrive when your customers are happy, and like to share ideas and suggestions for improvements with your team and the wider business

Desirable

• You’ll be looking after a portfolio of +40 of our largest, key accounts, ranging in size from 500-5000 employees
• As we launch more products and features, your role will focus on complex stakeholder management with a bias towards spotting risks and opportunities
• Your main goal will be to build relationships across your book and across the customer lifecycle. You will run onboarding meetings, collect priorities and develop strategies and plans to ensure your customers hit their goals
• You understand the importance of creating champions. Outside of the day-to-day, you will be seeking out additional, creative opportunities to engage, delight and nurture key stakeholders
• You will work in collaboration with our Renewals Manager to identify our biggest upsell and cross-sell opportunities, playing a key part in driving conversations forward and working towards a NRR goal

• Exploratory call with Lauren (Customer Success Lead) and Ben (Senior Customer Success Manager) to understand your motivations and what energises you (30 minutes)
• A skills based interview with Ed (Renewals Manager) and Lauren (45 mins) to discuss your approach to certain scenarios, specific to us and the role, and your working style
• Task based interview with Naveeth (Customer Success Lead) and Nadia (Senior Customer Success Manager), involving data interpretation and a small 10 minute presentation (1 hour)
• Values interview with Jack (Commercial Director), to discuss what you might bring to the role, how you might embody our values, and any final questions from you (1 hour)