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Customer Success Manager

Customer Success Manager

  • Location

    London, England

  • Sector:

    Digital

  • Job type:

    Permanent

  • Salary:

    Up to £60000.00 per annum

  • Contact:

    William Boss

  • Email:

    william.boss@wearespinks.com

  • Job ref:

    BBBH46371_1628758648

  • Published:

    about 1 month ago

  • Expiry date:

    2021-09-11

  • Startdate:

    ASAP

Customer Success Manager | £60,000 | London | Flexible Working

The Company:

A strategic and analytical Customer Success Manager is required for an outstanding and rapidly growing tech start-up which has built an app to enable remote collaboration between music producers. As the business moves into a rapid scale-up phase, we are looking for someone who will play an integral part during this exciting time. Based out of London, so far they have amassed a customer base of around 100,000 global subscribers and are heavily backed by some of musics biggest names and corporations.

The Role:

Working alongside the Head of Marketing and Head of Product, you will be responsible for:

  • Retention, ARR, MRR, Churn Management, LTV, Net Growth
  • Owning all retention activities:
    • Onboarding,
    • lifecycle journeys,
    • upsell journeys,
    • win back campaign management,
    • creating and analysing the dashboards you require
    • analysis of triggers for cancellation and risk,
    • segmentation and analysis of subscriber base,
    • cohort's creation and management,
    • Creative retention content creation
  • The optimisation the subscription funnel and feature set to enhance the customer experience

Requirements:

  • A proven track record managing retention for SaaS business
  • Deep understanding of subscription business metrics and challenges and ability to hit ground running
  • Results-focused with extensive experience in test and learn at a customer, campaign and product level + experience using CRM and marketing automation software
  • Analytical and commercial - can use analytical insight to drive commercial decisions and contribute to the product roadmap
  • A holistic approach to activation and retention
  • Must have passion for music, music production and the product, to effectively work with audio engineering audiences
  • Willing to roll sleeves up and support the business and team with broader strategic and practical decision making
  • Experience working in early-stage SaaS subscription businesses

Benefits:

  • Group Personal Pension Scheme (between 3% and 9%)
  • Private Medical Insurance
  • 25 paid days of annual leave
  • Interest Free Season Ticket Loan available
  • Holiday Purchase scheme
  • Dental and Travel Insurance options
  • Cycle to Work Scheme
  • Salary Sacrifice Cars
  • Subsidised Gym Membership
  • Employee Discounts (Reward Gateway)

Customer Success Manager | £60,000 | London | Flexible Working

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