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For Companies At a Glance
- Tasks: Drive customer success and renewals while managing strategic relationships.
- Company: Join Hook, a fast-growing AI-driven company transforming customer engagement.
- Benefits: Enjoy 27 days holiday, stock options, private health insurance, and flexible working.
- Why this job: Be part of a dynamic team shaping the future of customer success.
- Qualifications: Experience in Customer Success or Account Management, with strong communication skills.
- Other info: Work in a diverse and inclusive culture with excellent career growth opportunities.
The predicted salary is between 60000 - 84000 ÂŁ per year.
About Hook
We’re building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers. We’re a Series A company that ranked 33rd out of 100 on the Sifted Fastest Growing Start‑ups and have raised multi‑million‑dollar funding from top investors in Europe and the US (e.g. Balderton Capital and Lightspeed). Our enviable customer list includes some of the world’s fastest‑growing companies. We’re looking for ambitious people who want to be part of our meaningful vision of changing how businesses engage with their customers and to build one of the world’s leading workplaces for great people.
The Role
We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever‑growing customer base. Many of our customers are themselves customer success professionals, so you’ll be working with people who deeply understand the challenges and opportunities in CS. That means you’ll need to bring credibility, insight, and technical depth to every conversation.
In this role, you’ll own the customer lifecycle end‑to‑end: from initial strategy sessions to adoption, value realisation, and renewals. You’ll be responsible for ensuring our customers achieve measurable success with Hook, while also shaping how we define and deliver customer success as a discipline. Hook’s Customer Growth function is not about reactive support, it’s about being a strategic, data‑driven partner.
What You’ll Be Doing
- Drive customer outcomes and renewals: project manage success plans, run strategic reviews, and lead all renewal/commercial conversations.
- Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.
- Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.
- Map and influence stakeholders: engage cross‑functionally with customers across revenue, operations, product and data teams.
- Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.
- Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.
Qualifications
- Prior experience in a Customer Success or Account Management role, ideally in a SaaS/technology environment.
- Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.
- Proven track record achieving commercial targets, including renewals and expansion.
- Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.
- Experience building outcome‑driven customer success plans and managing multiple workstreams simultaneously.
- Organised and proactive: able to prioritise accounts effectively while also thriving in a fast‑moving environment with evolving playbooks.
Base salary: ÂŁ70,000-ÂŁ80,000+ + ÂŁ30,000 OTE (depending on experience)
Benefits
- 27 days holiday (option to buy and sell holiday) + bank holidays
- Generous stock options
- Private health insurance so you can get the best care you need
- Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food
- Annual learning & development budget for every employee
- Flexible working – we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street
- The best equipment for everyone to work with
Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start‑up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.
Customer Success Manager employer: Hook
Contact Detail:
Hook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Hook on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into Hook’s platform. Understand how it works and think of ways you can help customers achieve success with it. Being able to discuss specific features and how they can drive customer outcomes will set you apart.
✨Tip Number 3
Showcase your strategic thinking! During interviews, share examples of how you've driven customer success in previous roles. Highlight your ability to manage multiple workstreams and how you’ve collaborated with cross-functional teams to achieve results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of Hook’s mission to revolutionise customer engagement.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When you’re writing your application, let your enthusiasm for customer success shine through! We want to see that you’re genuinely excited about helping businesses grow and thrive with our platform.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success or Account Management. We’re looking for specific examples of how you’ve driven customer outcomes and managed renewals, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and achievements are easy to spot. Use bullet points if it helps to break things down!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Hook!
How to prepare for a job interview at Hook
✨Know Your Stuff
Before the interview, dive deep into Hook's platform and understand its features. Familiarise yourself with how AI and Machine Learning drive customer success. This will help you speak confidently about how you can add value to their customers.
✨Showcase Your Success Stories
Prepare specific examples from your past roles where you've driven customer outcomes or achieved renewals. Highlight your experience in building outcome-driven success plans and managing multiple accounts, as this aligns perfectly with what Hook is looking for.
✨Engage with Stakeholders
Think about how you would map and influence stakeholders in your previous roles. Be ready to discuss strategies for engaging cross-functionally with teams like revenue, operations, and product. This shows you understand the collaborative nature of the role.
✨Ask Insightful Questions
Prepare thoughtful questions that demonstrate your interest in Hook’s vision and customer growth strategy. Inquire about their approach to customer success and how they measure success. This not only shows your enthusiasm but also helps you gauge if it's the right fit for you.
