Customer Success Manager

Location: Milton Keynes - based in office 2 days a week (hybrid)

Salary: £30-35K (OTE 40K)

Reporting to: Head of Customer Success

Terms: Permanent, 5 days per week

About WorkBuzz

WorkBuzz is a well-funded SaaS company, building the world's best employee listening platform for deskless workers. These make up 80% of the world's workforce, but only 1-2% of tech is built with their needs in mind. Trusted by over 400 organisations, we help our clients to understand and engage their people like never before - to reach all of their employees, wherever they are, whatever they do.

Never standing still, we are working on a new AI product, which has the power to reinvent how companies get feedback from their frontline workers and make rapid, practical changes.

Role Overview

We are looking for a Customer Success Manager to join our Customer Experience team. If you are interested in joining a mission-driven, entrepreneurial, fast-paced and dynamic team, we want to hear from you!

Key Responsibilities

1. Growing and retaining a portfolio of customers
2. Building excellent relationships, becoming a trusted advisor and ensuring our clients meet their goals by helping customers use platform features and sharing best practice
3. Onboarding new customers: setting up WorkBuzz based on their unique challenges and goals
4. Providing training to help empower customers to launch their own surveys and get maximum value from using WorkBuzz
5. Support in the design and optimisation of the client journey and onboarding processes
6. Monitoring key client metrics to spot churn risks or opportunities for expansion
7. Maintain customer success metrics and data on our client success platform
8. Achieve/succeed on KPIs including but not limited to NPS, Customer Health, Net revenue retention and upsells
9. Occasional out of hours support and onboarding for overseas clients
10. Occasional travel to client visits and events (occasional overnight may be needed)

Key Requirements

1. Customer focused: you've got experience of forming strong customer relationships and get energy from helping customers realise their goals and solving their problems
2. Super organised: used to juggling multiple projects and working to short deadlines
3. Commercially minded: able to measure your progress through retaining and growing client accounts
4. Strong attention to detail: our customers rely on us to ensure their projects run perfectly
5. Good with numbers: numbers don't scare you, they excite you! The ability to understand and interpret data
6. Tech savvy: a fast learner and excited by platform development
7. Have a growth mindset: we're growing fast, and you'll be expected to offer ideas where processes can be improved and drive your own personal development
8. Self motivated/organised - we are a scaling company- things are not written in stone, process change weekly and need to be developed continually. No day is the same!
9. Fast Paced - no day will be the same and you will need to be able to adapt quickly to the ever-changing client challenges
10. Clear and engaging written and verbal communication
11. A driving licence would be useful for occasional customer visits or travel to events

Why you'll love working at WorkBuzz

• Our culture - WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins.
• Clear purpose - be part of building something which matters.
• Be the best you can be - we will invest in your development and help you grow.
• Competitive salary, share options, private health insurance and a range of other benefits
• Flexible/ hybrid working - the opportunity to split your time between home working and our Milton Keynes office.
• Check out our Glassdoor reviews and find us on LinkedIn!