Customer Success Manager (for Training) in London

Hi 👋 I'm Edd, and I'm Head of Customer Success at Pinpoint. We’re a UK-based high-growth, bootstrapped HR-tech start-up, building and selling software that helps in-house recruitment teams attract, hire, and retain the best talent. We're a CS team of 5, and our time is currently a split of onboarding new clients, helping our existing clients succeed with our platform, and providing front line technical support. This year, we're going to triple our customer base, and a good portion of those customers are likely to be based in North America. That's where you come in. 🙌 We're looking for a Customer Success Specialist, working remotely on the US West Coast, or able to work West Coast business hours, who'll look after a roster of our North American clients and support them in all their endeavours with our platform.

Key Responsibilities

• In the early stages you'll be involved in all areas of Customer Success including both implementation and support. As time progresses, and the team grows, you might find that you naturally excel in one particular area and your role could become more specialized.
• A main focus of the role is to respond promptly to support requests, helping customers resolve any issues in a friendly, helpful fashion, and educating customers to help them prevent potential future issues.
• You'll proactively reach out to customers to drive increased engagement and offer insights and guidance.
• You'll also work on our help resources—writing guides, producing documentation, and creating walkthrough videos to help our customers help themselves.

Skills Knowledge and Expertise

• Love supporting people. Genuinely. Our platform is widely celebrated for the quality and speed of the support we offer, and you'll want to do everything you can to maintain that reputation.
• Be a strong, positive advocate for our platform. Some of our clients are great with change and governance, others less so, so you'll need to guide them not only through getting the platform set up, but encourage and support them in gaining wider adoption of Pinpoint among their organisation.
• Have strong project management skills. Our client businesses come in all shapes, sizes and levels of experience, so you'll need to know how to adapt our processes to tailor them to the specific needs of each client.
• Be good at learning new things, in depth, fast. You’ll be able to do your own research on a topic, then clearly articulate your findings both internally, and to our audience.
• Have a good understanding about the technical side of SaaS. The CS team are the link between our customers and our developers, so you'll need to know how to convey technical ideas to our often non-technical clients, and vice versa.
• Have above average computer literacy. We'll train you on the specific platforms we use (G-Suite, Intercom, Notion, Hubspot among others) but you'll need to pick them up quickly.
• Be incredibly organized. Our team will be on hand to help you a lot of the time, but we're split across multiple timezones and continents, so there will be times during the day when you'll be running solo.
• Have great written and verbal communication skills. You'll need to quickly answer support queries with friendly but precise written guidance.

Benefits

We care deeply about making Pinpoint an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work. The specific benefits / perks we offer are continually evolving, but currently include:

• Full healthcare coverage for you and your family
• Generous personal development budget
• Top of the line equipment (4K Monitors, MacBook Pro, etc.)
• Flexible, remote working (choose how and where you work, within reason)
• Competitive salary with regular pay reviews
• Generous option grants