At a Glance
- Tasks: Drive customer success and growth for key accounts while building strong partnerships.
- Company: Join Famly, a mission-driven company supporting early-years professionals.
- Benefits: Enjoy top-tier equipment, personal development, and a supportive team culture.
- Other info: Be part of a diverse and inclusive team that values your unique perspective.
- Why this job: Make a real impact on children's lives through strategic account management.
- Qualifications: 2+ years in account management, strong communication skills, and a solutions-focused mindset.
The predicted salary is between 40000 - 50000 £ per year.
Are you passionate about nurturing customer partnerships while driving business growth? Would you like to be at the heart of our most strategic accounts, shaping success for both our customers and the business? Famly is looking for a Senior Key Account Manager to drive retention, growth, and deep partnerships across our UK accounts, for one year full time contract.
As a Senior Key Account Manager at Famly, you will take full ownership of your portfolio, serving as the primary contact and trusted advisor for your customers. Solutions-focused and positive, you thrive in a fast-paced environment - building strong relationships, identifying opportunities for growth, and collaborating across internal teams to deliver outstanding outcomes.
What you’ll be doing
- Manage and grow a portfolio of high-value accounts, building strong, multi-threaded relationships with stakeholders at all levels.
- Develop and execute strategic account plans to drive retention, adoption and expansion opportunities.
- Identify upsell and cross-sell opportunities through consultative engagement and deep understanding of our customer needs.
- Collaborate with Product, Sales and Customer Success teams to advocate for your accounts and ensure customer priorities are met.
- Own account forecasting, pipeline management and reporting, ensuring visibility on growth and risks.
- Contribute to a culture of learning and knowledge-sharing with peers across the Key Account Management team.
What you bring
- 2+ years’ experience in strategic account management or customer success.
- Strong executive-level communication and interpersonal skills, able to engage effectively with senior stakeholders.
- Positive, solutions-focused mindset, turning challenges into opportunities for customers and the business.
- Commercial sharpness with an understanding of what drives growth and ownership of outcomes.
- Strategic thinking and creativity to align customer objectives with Famly’s business goals.
- Calm under pressure, able to handle escalations and shifting priorities while maintaining professionalism.
- Proficiency with CRM tools (e.g. HubSpot) and the ability to analyse account data.
What excites you
- Taking ownership of a portfolio and being accountable for customer success and commercial outcomes.
- Leading business reviews, uncovering opportunities and driving account strategies forward.
- Working collaboratively with peers to share insights and enhance team performance.
- Turning challenges into opportunities that strengthen customer trust and satisfaction.
- Thinking strategically and systemically about your accounts, not just completing tasks.
What excites us
- You will make a measurable impact through retention and growth metrics across your portfolio (e.g., Net Revenue Retention, expansion rate).
- Accurate forecasting and reporting that leadership relies on for decision-making.
- Contributing to continuous improvement of key account processes and best practices.
- Being a collaborative, inclusive team member who makes others better by working with them.
About Famly
At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals. It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paper—and how distant that made him feel from her day. Together with Anders, now our CEO, they set out to build software that bridges that gap. Today, Famly is used by 34,000+ childcare professionals and hundreds of thousands of parents to communicate in real-time, improve planning, pedagogy, and finances, and ultimately, give more time to the little ones that matter most.
Benefits
- You’ll be surrounded by clever, kind people who support each other.
- We give you ownership—freedom to try new things, backed by trust.
- Top-tier equipment (noise-cancelling headphones included).
- Onsite learning from peers, leaders and coaches as well as regular team and company activities.
- Ongoing personal and professional development beyond sales skills.
- A mission you can believe in - and see the impact of daily.
Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.
Customer Success Manager - Key Accounts (1 year FT contract) employer: Famly
At Famly, we pride ourselves on fostering a supportive and collaborative work culture where clever, kind individuals thrive together. As a Customer Success Manager, you'll enjoy the freedom to innovate within your role, backed by a commitment to ongoing personal and professional development, all while contributing to a meaningful mission that positively impacts early-years professionals and children alike. With top-tier equipment and a focus on diversity and inclusion, Famly is an excellent employer for those looking to make a real difference in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Key Accounts (1 year FT contract)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Famly. 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 Famly 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 - Key Accounts (1 year FT contract)
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 Famly:Your cover letter is your chance to shine! Tell us why you want to work at Famly 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 Famly!
How to prepare for a job interview at Famly
✨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.
