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- Tasks: Lead customer success initiatives and enhance post-sale experiences for clients.
- Company: Join a pioneering UK-based AI compliance management platform for SMEs and mid-market businesses.
- Benefits: Enjoy a full-time role with opportunities for growth and direct impact on the company.
- Why this job: Be a key player in shaping customer success and driving product improvements from the ground up.
- Qualifications: No specific qualifications required; passion for customer success and problem-solving is essential.
- Other info: This is an office-based role in Brighton, perfect for those looking to make a real difference.
The predicted salary is between 36000 - 60000 £ per year.
JobTitle:CustomerSuccessLead
Location:Brighton(office-based)
Type:Full-time|FoundingTeamRole
AboutUs
WeareaUK-basedAI-assisted,friction-freecompliancemanagementplatformforSMEsandmid-marketbusinesses.Weunifypolicies,processesanddocumentationwiththetrainingmaterialsandassessmentsteamsneedtoproveunderstandingandcompliance.Ourplatformguidescustomerstoimproveandmaintaindocumentationandthenautomaticallygenerateresources,scenario-basedassessmentsandcommunicationstocontinuallysupporttheconsistentapplicationofstandardstomeaningfullyreducebusinessrisk.
RoleOverview
AsourfirstCustomerSuccesshire,youwillownthepost-saleexperience.ReportingdirectlytotheCEO,youwilldesignandimplementonboarding,supportearlycustomers,andbuildtheCustomerSuccessfunctionfromscratch.Youwillserveasthetrustedadvisorforourinitialclients,translatefeedbackintoproductimprovements,andworkcloselywiththeCEOandCPOtorefineourservicemodel.
KeySuccessMetrics
Youwillbemeasuredon:
Metric
Target
TimetoFirstValue
14daysfromsign-uptofirstcompleteddeliverables
OnboardingCompletion
90%completecoreonboardingwithin30days
CustomerHealthScore
Maintainaveragehealthscore80/100
NetRevenueRetention
110%bymonth6
ChurnRate
5%monthlylogochurn
CustomerSatisfaction
CSAT4.5/5andNPS30
SupportResponseTime
<4hoursinitialresponse,<24hoursresolution
RoleResponsibilities
- Designandexecutetheend-to-endonboardingjourney,includingplaybooksandself-servematerials.
- Actasprimarypointofcontactforbetaandearly-payingclients;conductregularcheck-insandbusinessreviews.
- Establishsupportprocesses,SLAsandknowledgebase;coordinateescalationsandtriagetoproductorengineering.
- Monitorcustomerhealthandusagemetrics;proactivelyintervenetopreventchurnandsurfaceupsellopportunities.
- Collaboratewiththeoutsourceddatascienceandengineeringpartnertodefine,requestandinterpretdashboardsandreports.
- Captureandsynthesisecustomerfeedback;partnerwiththeCPOtoprioritiseproductroadmapenhancements.
- Developcustomeradvocacythroughcasestudies,testimonialsandreferenceprograms.
MinimumRequirements
- 2:1bachelorsdegreeinatechnicalorrelevantdiscipline,orequivalent.
- 5+yearsexperienceinCustomerSuccess,AccountManagementorCustomerOperationsatB2BSaaSstartups.
- Demonstrabletrackrecordofdesigningandscalingonboardingandsuccessprocessesfromscratch.
- StrongunderstandingofSaaScustomerlifecycles,metricsandbestpractices.
- Excellentwrittenandverbalcommunicationskills;abilitytotranslatecomplexconceptsintoclearguidance.
- Provenabilitytomanagemultiplestakeholdersandprojectsinafast-pacedenvironment.
- FamiliaritywithCRM,supportandcustomersuccessplatforms.
DesiredRequirements
- Experienceincompliance,HRtechorregulated-sectorsoftware.
- Priorcollaborationwithoutsourcedengineeringordatascienceteams.
- BackgroundininterpretinganalyticsdashboardsanddefiningKPIs.
- Strongproblem-solvingskillsandabiasforproactivecustomeradvocacy.
- FamiliaritywithAI-drivenproductfeaturesandabilitytoeducatenon-technicalusers.
Wereofferingyouthechancetobeafoundingteammemberwithplentyofblueskytogrowinto,shapeourCustomerSuccessfunction,andmakeadirectimpactonhowcompaniesmanagecompliance.Toapply,pleasesendyourCVandacoverletter,writtenbyyouandnotAI,outliningacustomeronboardingprogramyoudesignedto[…].
Customer Success Lead in Brighton employer: FL Talent
Contact Detail:
FL Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead in Brighton
✨Tip Number 1
Familiarise yourself with our platform and the specific needs of SMEs and mid-market businesses. Understanding how our AI-assisted compliance management works will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the customer success field, especially those who have experience in tech or compliance sectors. Engaging with them can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss how you would approach onboarding and customer support. Think about strategies that could help achieve the key success metrics outlined in the job description, such as reducing churn and improving customer satisfaction.
✨Tip Number 4
Showcase your ability to translate customer feedback into actionable improvements. Be ready to share examples from your past experiences where you've successfully implemented changes based on client input.
We think you need these skills to ace Customer Success Lead in Brighton
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of the Customer Success Lead position. Tailor your application to highlight relevant experiences that align with the role.
Craft a Compelling CV: Ensure your CV showcases your experience in customer success, onboarding processes, and any relevant metrics you've achieved. Use quantifiable achievements to demonstrate your impact in previous roles.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of the job description that resonate with you and explain how your skills can contribute to building the Customer Success function.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at FL Talent
✨Understand the Company and Its Mission
Before the interview, take some time to research the company’s mission and values. Understanding their AI-assisted compliance management platform will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
As a Customer Success Lead, you'll need to handle various customer scenarios. Be ready to discuss how you would approach onboarding new clients, address their concerns, and ensure they achieve their first value quickly. Use specific examples from your past experiences.
✨Showcase Your Communication Skills
Since this role involves being a trusted advisor, effective communication is key. Practice articulating your thoughts clearly and concisely. You might be asked how you would communicate product improvements based on customer feedback, so think about how you would convey that information.
✨Demonstrate Your Problem-Solving Abilities
The ability to translate customer feedback into actionable insights is crucial. Prepare to discuss how you've successfully solved problems in previous roles and how you would apply those skills to improve customer satisfaction and retention in this position.
