Location – Global – This role is remote. They welcome applicants from the US, UK or anywhere in Europe.

Type – Permanent

Salary – GBP 60,000.00 to GBP 80,000.00

Level – Senior

Industry – Consulting & Strategy role within the Internet industry

Description

The company is a SaaS based Customer Success Management platform that helps subscription businesses to retain and grow the revenue stream from existing customers. They help Customer Success Managers to manage their renewals, reduce churn, understand product adoption and drive business outcomes.

As a leading Customer Success platform, the company is helping customers solve their customer success challenges at scale.

The company is in a hyper-growth phase. Their business is global with customers in all continents. Their team is experienced, highly skilled and we have a no-nonsense culture. They’re down to earth, focused on (true!) value creation, they’re original thinkers and they’re here to help shape our industry.

The Role

They are looking for the right person to build their global support organisation, support strategy and support infrastructure. The company’s global customers receive support in-app via Intercom with access to a detailed knowledge base. To facilitate their hyper-growth, they are looking for someone to own the overall support function within the company, support their customers and put in place processes and content to help take the company to the next level.

You’ll be part of the management team, a key player in the company and will help them drive the global growth of the business. This role is remote. They welcome applicants from the US, UK or anywhere in Europe.

They understand that exceptional talents have big expectations of the team they work with, we welcome that.

Requirements

• 5+ years in Customer Support at a SaaS company.
• Experience of designing and building an in-depth knowledge base
• Experience of building and managing a remote team.
• Deep understanding of modern Customer Success
• Familiarity of different business models and corporate structures.
• Native English speaker with excellent communication.
• Experience with Salesforce, Hubspot and Intercom ideal.

Job Type: Permanent

Salary: £60,000.00 to £80,000.00 /year

Application Questions

• How many years of building and managing a remote team experience do you have?
• How many years of Customer support at a SaaS company experience do you have?
• How many years of Deep understanding of modern Customer Success experience do you have?
• How many years of designing and building an in-depth knowledge base experience do you have?
• How many years of different business models and corporate structures experience do you have?
• Do you have the following licence or certification: legal to work in the country you live in?
• Do you speak Proficient English (Must)?