At a Glance
- Tasks: Build relationships with Talent Acquisition teams and improve hiring outcomes using AI-powered workflows.
- Company: Join a forward-thinking company focused on transforming talent attraction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in a tech-driven environment.
- Why this job: Make a real impact by helping companies enhance their hiring strategies.
- Qualifications: Strong relationship management skills and a passion for customer success.
The predicted salary is between 50000 - 60000 £ per year.
Role Overview
You will build trusted relationships with Talent Acquisition teams, understand their hiring priorities and work closely with customers to improve hiring outcomes through Archer. Combining customer insight, commercial ownership and Archer’s unique market intelligence, you will help customers make better hiring decisions, adopt AI-powered hiring workflows and realise measurable business value. You will own the customer lifecycle from onboarding through renewal, ensuring customers continue to succeed while identifying opportunities to grow the partnership over time. This is a highly commercial Customer Success role that requires strong relationship management, commercial awareness and a passion for helping customers transform how they attract talent.
Objective
By combining strong customer relationships, commercial ownership, and data-driven recommendations, you will improve hiring outcomes, retain and grow revenue, and help customers continuously evolve their talent-attraction strategies. Success in this role is measured by customer outcomes, revenue retention and your ability to create long-term value for both your customers and hackajob.
The Customer Success Manager is responsible for the long-term success and commercial growth of their portfolio. Through proactive customer management, successful Archer adoption, and measurable customer outcomes, they are responsible for delivering Net Revenue Retention through renewals, expansion, and long-term customer value.
Key Responsibilities
- Own Your Customer Portfolio
- Take full ownership of the customer relationship across your portfolio.
- Build trusted relationships with recruiters, Talent Acquisition leaders and hiring stakeholders.
- Develop Success Plans aligned to customer hiring priorities.
- Maintain a proactive understanding of customer hiring demand, organisational changes and future workforce plans.
- Own customer health, identifying risks early and implementing success plans before they become commercial issues.
- Deliver Customer Value Through Archer
- Help customers maximise the value they achieve from Archer.
- Lead customer onboarding and adoption of Archer.
- Partner with FDEs to ensure Archer is optimised for every customer.
- Drive customer adoption through workflow optimisation, calibration and enablement.
- Deliver business reviews that clearly demonstrate measurable hiring outcomes and the value customer is getting from Archer.
- Use Archer data and customer insight to recommend improvements that increase recruiter productivity and hiring success.
- Own Commercial Performance
- Take responsibility for retaining and growing your portfolio.
- Own renewal conversations and commercial negotiations across your accounts.
- Use frameworks like MEDDPICC to forecast revenue accurately and proactively manage renewal risk.
- Identify, qualify and progress expansion opportunities.
- Position multi-year agreements where appropriate.
- Build commercial success plans that maximise NRR across your portfolio.
- Drive Growth Through Customer Success
- Create opportunities for customers to realise more value from Archer.
- Identify opportunities to expand Archer into new teams, hiring programmes and business units.
- Use customer insight to recommend new use cases and product capabilities.
- Build stakeholder relationships that create long-term commercial opportunities.
- Partner with Product, Marketing and Sales where appropriate to maximise customer value.
- Shape the Future of Archer
- Represent the voice of customers across hackajob.
- Partner closely with Product, Engineering and Leadership to influence Archer’s roadmap through customer insight.
- Identify emerging hiring trends, workflow challenges and opportunities to improve the customer experience.
- Share customer learnings and best practice across the Customer Success organisation.
- Help shape the future of AI-powered hiring by ensuring customer feedback directly informs product development.
- Operate Efficiently at Scale
- Use technology, automation and AI to maximise customer impact.
- Leverage AI to automate administrative work and increase customer-facing time.
- Use customer health data and success signals to prioritise your portfolio effectively.
- Encourage customers to adopt scalable self-service resources where appropriate.
- Continuously improve the way Customer Success operates by embracing new technology and AI-powered workflows.
- Contribute to scalable processes and best practices that enable the wider team to succeed.
Customer Success Manager in Slough employer: hackajob
At hackajob, we pride ourselves on being an exceptional employer that fosters a culture of innovation and inclusivity. Our diverse team thrives in a high-performance environment where your contributions directly impact our multi-asset platform's success. With ample opportunities for professional growth and a commitment to employee development, joining us means being part of a forward-thinking company that values your expertise and ambition.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. 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 hackajob 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 Slough
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 hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob 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 hackajob!
How to prepare for a job interview at hackajob
✨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.
