At a Glance
- Tasks: Build strong customer relationships and guide them to success with our innovative platform.
- Company: Join a cutting-edge revenue execution platform transforming customer success.
- Benefits: Competitive salary, performance bonuses, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and personal development.
- Why this job: Make a real impact by helping customers achieve their goals and drive business success.
- Qualifications: 4-6 years in customer success or account management, especially in B2B SaaS.
The predicted salary is between 49500 - 60500 £ per year.
About us
Every revenue team has the same two reps. One runs a deal like clockwork: follows up the day after the call, keeps the buyer's plan moving, knows when to bring in the champion's boss. The other has the same pipeline and the same tools, and is quietly two weeks behind on everything. Companies spend fortunes on intelligence software, enablement and coaching to close that gap, and it stays open, because all of it depends on a human remembering to act.
Flowla was built to remove that dependency. We are a revenue execution platform, and at the centre of it is REX, an AI agent that works as a player-coach for the sales team.
As a player, REX runs the deal. It sits on one connected brain for every opportunity, drawing signal from calls, email, Slack, CRM, the deal room and the action plan, and it executes: the follow-up, the next step, the nudge to the stakeholder who's gone quiet.
As a coach, REX develops the rep. Because it sees what every rep actually does across every deal, it measures skill against a competency framework, flags where each person needs to improve, and connects them to the right learning inside the platform. Reps get better on the job, not in a workshop. Leaders see who is ready to sell without asking for a status update.
The role
We’re looking for an experienced Customer Success Manager to own customer relationships after the sale, help customers achieve measurable value and retain and grow their accounts. Our sales journey includes a scoped proof of concept (POC) before customers make a longer-term commitment. You’ll become involved during the POC so you understand the customer’s goals, then lead the customer-facing work around onboarding, training, adoption, support and renewal. You’ll work alongside a Solutions Engineer, who remains the customer’s technical contact and leads implementation and complex technical work.
What you’ll do
- Own a customer portfolio: Build relationships with users, champions and senior stakeholders. Maintain success plans, monitor usage and lead regular reviews that show progress against each customer’s goals.
- Guide customers into production: Learn the intended outcomes during the POC, prepare onboarding, coordinate users and training during implementation, and help customers adopt the solution after go-live.
- Lead customer support and risk management: Handle routine questions, track issues through resolution and coordinate technical escalations with the Solutions Engineer. Identify accounts at risk and lead recovery plans.
- Own renewals: Maintain an accurate renewal forecast, present evidence of value, lead renewal conversations and negotiate within agreed commercial limits.
- Develop expansion opportunities: Discover new needs, establish the customer’s desired outcome and pass qualified opportunities to the sales team. Work with the Solutions Engineer when a new use case needs technical validation or another scoped POC.
- Improve how we work: Create repeatable approaches to adoption reviews, renewals and escalations. Share customer feedback with Product and help develop less experienced colleagues as the team grows.
What we’re looking for
- Roughly 4–6 years of relevant customer success or account management experience, including at least 2 years managing B2B SaaS accounts and renewals.
- Evidence that you have independently managed a customer portfolio, handled renewal risk and retained customers through an annual renewal cycle.
- Confidence leading conversations with senior customer stakeholders and turning product usage and customer outcomes into a clear case for renewal.
- Commercial judgement: you can identify an expansion opportunity, qualify it and collaborate effectively with an AE to progress it.
- Strong organisation and follow-through across onboarding, support, adoption and renewal work.
We’ll be particularly interested in the results you have achieved: the accounts you retained, risks you resolved, adoption you improved and expansion opportunities you helped create.
How success is measured
You’ll be accountable for the health and retention of your assigned accounts, customer adoption and the quality of expansion opportunities you develop. The £20,000 target variable pay is linked to defined retention, expansion and adoption outcomes; we’ll provide the targets and payout terms during the hiring process.
Customer Success Manager in London employer: Flowla
Flowla is an exceptional employer for those looking to make a significant impact in a dynamic startup environment. With a strong focus on employee growth, you will have the opportunity to work closely with the founders, take ownership of projects from day one, and develop cross-functional skills that are rare in the industry. Located in London, our vibrant work culture fosters innovation and agility, making it an ideal place for individuals who thrive in fast-paced settings and seek meaningful, rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flowla. 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 Flowla 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 London
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 Flowla:Your cover letter is your chance to shine! Tell us why you want to work at Flowla 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 Flowla!
How to prepare for a job interview at Flowla
✨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.
