Customer Success Manager (Fully Remote) in Ipswich, Suffolk
About the role
HockeyStack is an Applied AI company on a mission to automate sales, marketing, and customer success for B2B companies. We build the most complete and accurate picture of the B2B buyer by integrating with every tool your team uses, partnering with third-party data providers, and deploying custom AI research agents. We use this data to power applications that automate high-value, high-complexity workflows across the go-to-market and revenue teams.
We are looking for a Customer Success Manager who is passionate about helping customers unlock the full value of HockeyStack. In this role, you will be the strategic partner to our customers—guiding them through onboarding, driving product adoption, and helping them translate data-driven insights into business impact. You’re not just managing accounts; you will:
- Define and execute value roadmaps for every account.
- Operate as a strategic partner across marketing, sales, and revenue teams.
- Proactively surface insights and opportunities to help customers expand their use of the platform—and their investment in it.
- Move seamlessly across Enterprise, Mid-Market, and SMB segments—bringing precision to high-touch and scale to low-touch, with zero drop in quality.
- Act as the voice of the customer—filtering signal from noise and helping shape the future of the product with firsthand insights from the field.
Relentless Customer Focus: You wake up thinking about your customers’ success and go to bed making sure nothing is left hanging. You help customers win, and in turn, we win bigger. You ship, solve, adapt, and move. You’re fast, flexible, and allergic to excuses. You speak the language of business and back it up with data. You adapt to whatever’s needed to drive customer success at speed.
See this role as a defining chapter — not a stepping stone or side quest.
~3–6 years of experience in a Customer Success, Account Management, or Consulting role at a B2B SaaS company.
~ Strong understanding of GTM functions and familiarity with revenue and marketing data.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We celebrate diversity and are committed to fostering an inclusive environment for all employees.
Your tasks
Guide customers to unlock the full value of our innovative platform and drive product adoption.
Your profile
3-6 years in Customer Success or Account Management at a B2B SaaS company.
What's also included
Fully remote work, competitive salary, and a chance to shape the future of our product.
Tech stack & ways of working
Customer Success Manager (Fully Remote) in Ipswich, Suffolk employer: HockeyStack
HockeyStack is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about leveraging AI in the B2B space. With a strong emphasis on employee growth, we offer ample opportunities for professional development and collaboration within a remote setting, allowing you to thrive while contributing to our mission of transforming sales and marketing automation. Join us to be part of a forward-thinking team that values creativity and impact, all from the comfort of your own home.
Your perspectives
Be a strategic partner and make a real impact on customer success and business growth.
StudySmarter Expert Advice
Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HockeyStack. 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 HockeyStack 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!
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 HockeyStack
Your cover letter is your chance to shine! Tell us why you want to work at HockeyStack 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 HockeyStack!
How to prepare for a job interview at HockeyStack
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.
Locations
- Ipswich
- Suffolk
