At a Glance
- Tasks: Drive customer success by managing key accounts and ensuring product adoption.
- Company: Join a fast-growing tech company focused on innovation and customer satisfaction.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Work in a dynamic environment with potential for rapid career advancement.
- Why this job: Be the voice of the customer and shape the future of our product.
- Qualifications: 2-4 years in customer-facing roles with a knack for technical products.
The predicted salary is between 42750 - 52250 £ per year.
About The Role
We are hiring an Enterprise Customer Success Manager to work with our most strategic accounts and help scale their adoption, enablement and usage of Factory.
In this role, you will own a portfolio of key accounts and act as the main point of contact in their journey to adopt Factory.
This is a hands‑on role for someone who thrives in ambiguity and wants to help build a generational company.
You will shape the playbooks, influence the roadmap, and define what "success" looks like for engineering teams.
What You Will Do And Achieve
- Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.
- Strategic Partnership: Build relationships with key stakeholders - from VP of Engineering to individual Tech Leads.
- Operationalize Success: Move beyond ad‑hoc support to build repeatable "success plans" to proactively intervene when usage dips or blockers arise.
- Secure Renewals & Expansion: While consumption is your north star, you will lay the groundwork for long‑term NRR by proving clear ROI and working with the Account Director to identify opportunities for expansion into new teams and business units.
- Voice of the Customer: Channel feedback from key users back to Engineering teams to help inform the Product roadmap.
- Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices.
- Hands‑on Support: Act as the front‑line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.
Qualifications
- 2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.
- Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers.
- Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast.
- Nice to have
- Dev
- Tools Experience: Familiarity with broader developer tooling ecosystem and practices
- Startup Experience: You’ve worked in a high‑growth environment where roles are fluid and ownership is high.
This role is open to San Francisco, New York City, or London.
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Customer Success Manager employer: Factory
As a Customer Success Manager at our innovative company, you will thrive in a dynamic work culture that values collaboration and creativity. We offer competitive benefits, including professional development opportunities and a supportive environment that encourages growth and learning. With locations in vibrant cities like San Francisco, New York City, and London, you'll enjoy the unique advantages of working in some of the world's most exciting hubs for technology and business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Factory. 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 Factory 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
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 Factory:Your cover letter is your chance to shine! Tell us why you want to work at Factory 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 Factory!
How to prepare for a job interview at Factory
✨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.
