Customer Success Associate

Who you are

• Experienced Professional: You’re an experienced customer success manager or account manager within the SaaS space, bringing a fresh perspective gained from your previous role(s). Experience in PropTech is preferred but not essential. You excel at delivering a first-rate customer experience, underpinned by a desire to establish strong, long-lasting, and mutually beneficial customer relationships
• PropTech experience is preferred but not essential
• Raise the Bar: You display great customer success practices and knowledge, and are eager to learn and continually develop your skills from our experienced team
• Commercially Driven Continuous Improver: You’re naturally curious and excited about developing your commercial acumen, critical thinking and deft communication skills to identify and recommend customer improvements. Likewise, you welcome feedback and proactively leverage recommendations to enhance your practice. You’ve previously acted as a bridge between customers and your internal teams, surfacing impactful insights to drive continuous product and service improvements
• Self-Directed and Organised: You’re self-directed and enjoy multitasking with a knack for organising and prioritising your work effectively. You have a high attention to detail and can spot red herrings with ease
• Proactive Problem Solver: You actively seek and identify potential customer challenges and proactively implement resolutions that set the customer up for success, positioning yourself as your customers’ trusted advisor
• Skilled Communicator: You’re a clear and concise verbal and written communicator. You’re confident when speaking to customers via email, on the phone, on virtual calls and in person
• Proactive Team Player: You’re a proactive communicator, who is used to working together with colleagues and teams. You have a friendly, personable, and approachable communication style
• Growth-Focused: You have the desire and ability to thrive in fast-paced, dynamic environments and manage multiple priorities effectively. Your strong passion for customer success and commitment to delivering exceptional service is evident in your track record of managing existing customers and effectively onboarding new ones
• Technically Savvy: You are comfortable using gSheets or excel and have familiarity with either Hubspot or Salesforce as your CRM

What the job involves

• Serve as the day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, product adoption, and optimisation through technical, operational, relationship, and commercial excellence
• Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, retention and satisfaction
• Collaborate, problem-solve, and/or strategize with team members on upcoming customer meetings and opportunities. Always be keen to learn from more senior team members who may have more experience or different approaches than you
• Establish relationships as a trusted, strategic, and operational advisor to help ensure the continued value of our products and services
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth plus share learnings
• And finally we all love rolling our sleeves up to do our bit to keep StuRents an awesome place to work. You'll be a willing participant of one (or more - up to you!) of our social/cultural initiatives, from working with our social society all the way through to coming up with your own regular culturally contributing initiative at StuRents

The application process

• Apply here → if relevant we’ll arrange an Informal chat with Lewis (Senior Customer Success Manager) (~20-30 mins, on the phone)
• First round: Knowledge, skills and experience interview with Ellie (Senior Customer Success Manager) to learn a little more about each other, share more about the role and company and sense-check knowledge and skills needed in the role (~60 mins, remotely online)
• Second round: Behavioural interview with Ellie, Tom (director) and Andrea (our people person) to learn more about contribution in previous roles, company and culture (~90 mins, in person)
• Final round interview. A short case study presentation that you'll have the opportunity to prepare ahead of showcasing it in an in-person interview with Tom, Andrea, Ellie and a member of the Customer Success team (~90 mins, in person)

Benefits

• Company pension contributions (with access to increased company pension contribution after 3 years of employment).
• Work from home opportunities (maximum 3 days per week).
• 24 days holiday (excl. bank holidays). Increasing to 26 days after 3 years, an additional day each year thereafter up to 30 days per year.
• Work from abroad for up to 4 weeks a year after 1 year of employment.
• Access to a private practising UK GP plus contributions to annual eye tests & flu jabs.
• 24/7 counselling advice and information line + 6 private therapy sessions.
• Up to £650 per year to invest in your Individual learning after 1.5 years of employment.
• Access to our employee discounts with over 3,000 exclusive discounts and offers.
• Monthly team lunches and quarterly all-company socials.
• £360 allowance for home office desk and chair for remote working.