Our Benefits
- Share Options (EMI) scheme
- 25 days annual leave, plus flexible bank holidays and the opportunity to buy additional days
- Enhanced workplace Pension scheme - opt in salary sacrifice scheme
- Life Insurance (3x annual salary)
- Employee Assistance Programme (EAP) and workplace wellbeing initiatives
- Private Healthcare cash-back scheme
- Flexible working hours and location, open to part-time/ condensed hours
- Flexible benefits, such as: Cycle to Work, volunteer days/ opportunities and charity events
- Enhanced parental leave packages and enhanced sick pay
- Training and development opportunities
- Engagement and celebration activities– anniversaries, birthdays, team building, company-wide events
Role specifics
- Salary range: up to £45,000
- Reporting to: [To be confirmed]
- Key stakeholders: Customer Success Managers, Professional services team, Support team, and Solutions Consultants.
- Organisational Framework Level: Level 2 Professional Contributor
About you/ Job Summary
As a Customer Success Associate, you will support the Customer Success Managers in ensuring our customers have a positive experience with Clue. You will work collaboratively with other teams, such as Support and PS (including with our Project Managers), to achieve this goal. You will be the designated Customer Success Associate for several small accounts.
Your role will involve managing tasks to drive efficient working and the delivery of customer success plans. Additionally, you will help improve internal processes, the CS toolkit and our focus on one-to-many, rather than 1-2-1 engagement with customers via Clue Connect.
Key Accountabilities
- Customer Relationships: Build a trusted relationship with all your customers. Work with them to create and maintain customer-facing success plans to ensure ongoing success with how they use the product, feeding into regular business value reviews to key stakeholders.
- Customer Advocacy: Identify Clue advocates and foster a culture of networking and collaboration. Work with the Marketing team to identify case studies, testimonials and opportunities to demonstrate impact.
- Customer Health: Regularly review the health of your customers to ensure they are maximising the value they get from Clue to enable smooth renewal and expansion conversations. Using RAG, work collaboratively on any ‘red’ and ‘amber’ accounts to get them back to ‘green’.
- Customer Feedback: Gather and analyse customer feedback to inform improvements and support product development.
- Product Knowledge: Post induction, maintaining strong product knowledge thereafter to guide customers in their usage of Clue.
- Strategic & Growth Account Plans: Work closely with Customer Success Managers, sales and professional services teams where required to support the build of strategic account plans.
- Renewals: Support the Customer Success team with the renewal process.
- Identify Expansion Opportunities: Identify customer opportunities to support success and growth.
- Community: Support and participate in customer communities (online and in person) to bring customers together and share industry best practices.
- Data Management: Take ownership and ensure all systems and data are updated to provide an accurate history and current health of the customer base on behalf of the Customer Success Team.
- Internal Relationships: Build and maintain internal relationships across functions to ensure the best possible customer experience.
- Knowledge sharing: Share knowledge and lessons learned across the teams, participate in creating content and industry news with the whole company.
Key role measures
- Customer engagement and customer health scores
- Net Revenue Retention
- Gross Revenue Retention
Experience and skills
Our ideal candidate would have experience in the following areas:
- Experience in a junior or developing Customer Success role, ideally within a SaaS, technology or relevant domain environment.
- Attention to detail with excellent written and verbal communication skills.
- Experience of supporting content for customer briefings, workshops and events.
- The ability to listen and effectively understand customer needs.
- Proactive with requests and passionate about delivering outstanding customer service.
- An effective problem solver and curious-minded.
- Able to work independently and manage a variety of project work simultaneously.
- Strong IT skills; Salesforce or similar CRM platforms, Microsoft Planner, Microsoft Office, advantageous if you have experience using Asana.
Diversity, Equity and Inclusion
If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.
We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.
We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.
Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.
