At a Glance
- Tasks: Lead customer success and growth initiatives, ensuring clients maximise value from our innovative platform.
- Company: Join Herdify, a pioneering B2B SaaS company revolutionising consumer behaviour insights.
- Benefits: Enjoy stock options, 25 days leave, hybrid working, and a training allowance.
- Other info: Be part of a dynamic team with opportunities for rapid career progression.
- Why this job: Shape the future of customer success in a groundbreaking tech environment.
- Qualifications: Experience in B2B SaaS customer success and strong relationship management skills.
The predicted salary is between 50000 - 65000 £ per year.
About Herdify
Herdify is a first-to-market B2B SaaS platform built on behavioural science, network science and complexity theory. Our technology predicts the collective behaviours of consumers, helping brands understand where real-world influence and word-of-mouth are already driving customer acquisition, retention and growth. Founded in the UK by ex-Microsoft and Cambridge and Bristol post-doc researchers, and advised by Rory Sutherland, Herdify brings together behavioural science, data and marketing technology to help brands find hidden opportunities for growth. We work with brands including Abel & Cole, MusicMagpie and Who Gives A Crap, as well as charities including the RSPCA, Crisis and The Salvation Army.
We are now looking for a Customer Success & Growth Manager to own the customer relationship post-sale, helping our customers get more value from Herdify, whilst building the underlying operating model which will be able to support Herdify’s continued growth.
The role is a hands-on, founding Customer Success and Growth role with a clear path to Head of Customer Success & Growth - including, in time, building a team to support them in delivering customer outcomes at scale. You will own a portfolio of customers - direct and via partners - and your job is to ensure customers are onboarded successfully; use the platform effectively; understand the value Herdify creates; and expand into additional use-cases.
We believe that, wherever possible, everything we do for customers should ultimately be delivered through the product. That means this role will be influential in our product roadmap. You’ll work closely with our CPO and Co-founder contributing to what we build, when we build it, and how it helps customers get more value from Herdify.
As a founding Customer Success & Growth role, it offers the opportunity to shape how Herdify supports, retains and grows customers as we scale. You'll own the customer relationship from implementation onwards, ensuring customers realise value quickly while identifying opportunities to deepen adoption, expand usage and maximise long-term customer value.
Today, our post-sale customer journey comprises:
- Customer Success: implementation, onboarding, usage, adoption and ongoing value delivery, including managing renewals.
- Customer growth: helping customers and partners utilise Herdify across additional campaigns, channels, use cases and departments, turning it into a strategic insights platform.
The right person will be able to have both conversations. They will be comfortable managing projects and deadlines, but also confident speaking to senior marketing, acquisition, fundraising and agency stakeholders about commercial outcomes, impact, and growth.
In the first phase, this role is expected to be approximately 60% customer success (delivery, onboarding and adoption) and 40% growth (relationship management, account development and expansion). Around 80% of the role will be supporting direct brand and charity customers, with 20% partner and agency collaboration alongside our Partner Manager.
What you’ll be responsible for:
- Own customer delivery
- Own the post-sale customer journey from handover through onboarding, adoption, ongoing impact and renewal preparation.
- Orchestrate work and deadlines internally and externally between Sales, Data, Product and Customer teams to ensure a consistent customer experience.
- Make sure customers understand the insights Herdify brings and how to act on it.
- Identify risks early and create action plans to keep customers on track.
- Gather customer feedback, testimonials and case study opportunities and liaise with Marketing and Product to action.
- Drive customer value and expansion
- Help customers get more value from the Herdify platform over time.
- Identify opportunities to expand into new use cases, campaigns, departments or regions.
- Own renewals and expansion opportunities.
- Build commercially led relationships with senior stakeholders, demonstrating the value of Herdify to their business.
- Help customers understand how Herdify can support acquisition, retention, media planning, fundraising, local activation and wider strategic decisions.
- Support agency and partner relationships where customer success depends on partner delivery.
- Shape the Customer Success function
- Build the foundations of a repeatable CS/Growth operating model which can scale with Herdify’s growth; and once timing is right, help hire and manage the first team members.
- Collaborate with RevOps to create onboarding, adoption and customer health workflows.
- KPIs, reports and dashboards needed to surface and present CS and Growth data to Herdify’s leadership.
- Be the voice of the customer in Product.
- Work closely with CPO to help identify and prioritise what should be improved, automated or delivered inside the platform, using structured customer/partner feedback.
- Surface manual tasks that could become product features to drive customer adoption and impact.
What success looks like:
- In the first 3 months: You understand Herdify’s product, proposition, customer base and delivery model. You have taken ownership of the live customer portfolio. Sales, Product and Data teams have a clearer view of customer health and delivery priorities. You have started identifying expansion opportunities and customer risks.
- In the first 6 months: Customers have a clearer and more consistent onboarding and adoption experience. CS reporting is in place and being shared with the leadership team. There is a repeatable process for customer health, business reviews, renewals support and expansion identification. You have helped Marketing to create stronger customer stories, testimonials and case studies. Herdify has a clear view of when and how to make the next CS hire.
- In the first 12 months: Herdify has a scalable Customer Success & Growth operating model. Customer adoption, retention and expansion are being managed proactively. The CS function has clearer KPIs, reporting and ownership. The successful candidate is ready to step into a Head of Customer Success role as the team scales.
Your profile
What we’re looking for: You should be:
- Excited by the idea of building a function, not just joining one.
- Experienced in B2B SaaS Customer Success, ideally in MarTech, AdTech, marketing analytics, media, data or insight platforms.
- Used to working with marketing, acquisition, media, fundraising or agency teams.
- Comfortable managing multiple customers, projects and deadlines at once.
- Action-oriented and comfortable with ambiguity.
- Able to adapt your style to different customer types and seniority levels.
- Commercially aware, with experience identifying expansion opportunities and building senior relationships.
Nice to have:
- Experience in a first CS hire, founding CS or early-stage SaaS environment.
- Experience working across both Customer Success and Account Management/Growth.
- Experience with HubSpot CRM.
- Experience building customer health scores, onboarding playbooks, QBR processes or CS reporting.
- Experience hiring or managing junior CS team members.
- Familiarity with marketing measurement, media planning, customer data, audience targeting or campaign performance.
Why us?
Why join Herdify? This is a rare opportunity to join an early-stage SaaS company at the point where Customer Success becomes a core function. You will inherit active customer relationships and real expansion opportunities, but you will also have the space to design how CS works. You will also be joining a business backed by serious behavioural science thinking, with Rory Sutherland as an advisor and a product built around a new understanding of how consumer behaviour spreads in the real world. If you are a strong Senior CSM or CS Lead who wants to move towards Head of Customer Success, this is an incredibly rare chance to earn that progression by building the function, shaping the customer journey and helping define a new category in behavioural science-led marketing technology.
What you get:
- Stock options
- 25 days’ annual leave plus public holidays
- Pension scheme
- Annual training allowance
- Choice of laptop, monitor and high-quality kit
- Hybrid working across office, home, client and partner sites
- The opportunity to shape a first-to-market category and build the Customer Success function from the ground up
Founding CS/Growth role with progression to Head of Customer Success & Growth in London employer: Herdify
Herdify is an exceptional employer that offers a unique opportunity to shape the future of Customer Success within a pioneering B2B SaaS environment. With a strong focus on employee growth, you will have the chance to progress to a Head of Customer Success role while working alongside industry leaders and leveraging cutting-edge behavioural science technology. Our supportive work culture promotes innovation and collaboration, complemented by generous benefits such as stock options, flexible working arrangements, and a commitment to professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Founding CS/Growth role with progression to Head of Customer Success & Growth in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Herdify. 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 Herdify 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 Founding CS/Growth role with progression to Head of Customer Success & Growth 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 Herdify:Your cover letter is your chance to shine! Tell us why you want to work at Herdify 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 Herdify!
How to prepare for a job interview at Herdify
✨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.
