At a Glance
- Tasks: Ensure customer satisfaction and success with our innovative marketing education platform.
- Company: Join Fabric, a leader in reshaping marketing education globally.
- Benefits: Competitive salary, performance bonuses, hybrid work, and personal development budget.
- Other info: Enjoy flexible hours, birthday off, and a supportive team culture.
- Why this job: Make a real impact by helping customers thrive in their marketing journeys.
- Qualifications: 2+ years in customer success or account management, excellent communication skills.
The predicted salary is between 25000 - 28000 £ per year.
We're on the lookout for a Customer Success Manager.
Reporting to: CEO
Salary: £25,000 - £28,000 (depending on experience) plus performance-based bonuses
Location: Newcastle upon Tyne
Type: Full-time, hybrid
About Fabric
Fabric is a groundbreaking force in marketing education, committed to reshaping the industry's landscape globally. Our mission is to deliver a transformative learning experience that empowers individuals to become marketing leaders. With a global community of ambitious learners, businesses, and universities, Fabric stands as the premier destination for marketing education, coaching, and mentorship.
Our academy platform offers dynamic courses taught by industry experts, complemented by personalised coaching and mentoring, cultivating commercially savvy marketers poised for ongoing success. With a commitment to delivering exceptional value and ensuring customer success, we’re already making waves in our industry.
About the Role
As the Customer Success Manager at Fabric, you'll play a pivotal role in ensuring our customers' success and satisfaction with all levels of our products - from our community subscription to our enterprise solutions. You'll be responsible for cultivating strong relationships with our customers, understanding their needs, and driving value. This role is essential for ensuring customer retention, expansion, and advocacy.
Key Responsibilities
- Onboarding new customers into the learning platform, ensuring a seamless transition and successful implementation
- Building and maintaining strong relationships with key decision makers and individual learners within assigned accounts
- Understanding customer goals, challenges, and opportunities to tailor solutions and drive value
- Proactively engaging with customers to provide ongoing support, guidance, and best practices
- Monitoring customer health and identifying potential risks or areas for improvement
- Collaborating cross-functionally with sales, marketing and product teams to advocate for the customer and drive customer-centric initiatives
- Driving expansion opportunities within assigned accounts through upselling and cross-selling
- Advocating for customer needs and feedback internally to influence product development and enhancements
- Tracking and reporting on customer success metrics, such as retention, expansion, churn, NPS and CSAT
Required Skills and Experience
- Minimum of 2 years of experience in customer success or account management roles, preferably in a B2B SaaS environment
- Demonstrated success in managing and growing a portfolio of accounts
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
- Strong problem-solving and decision-making abilities
- Detail-oriented with the ability to manage multiple priorities simultaneously
- Experience working with CRM software (ideally HubSpot) and customer success platforms
- Passion for customer success and delivering exceptional customer experiences
Competitive salary and performance-based bonuses. Share options. 21 days holiday PLUS up to 5 additional days for Christmas shutdown. Your birthday off. Hybrid working in a trusted environment with flexible hours. Access to 1-1 customer success and sales coaching. Yearly CPD budget for ongoing learning and training.
If you are passionate about driving customer success and making a meaningful impact, we want to hear from you!
Customer Success Manager in Newcastle upon Tyne employer: Fabric
Fabric is a globally recognized electronic music institution that has welcomed over 8 million visitors since its inception in 1999. The company offers a dynamic work environment where creativity and cultural engagement are highly valued, providing employees with opportunities to contribute to exciting projects in the music industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fabric. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fabric before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fabric:Your cover letter is your chance to shine! Tell us why you want to work at Fabric specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fabric!
How to prepare for a job interview at Fabric
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
