At a Glance
- Tasks: Manage strategic customer accounts and drive engagement with public companies.
- Company: Fast-growing global tech startup revolutionising investor relations.
- Benefits: Quarterly bonuses, stock options, 25 days holiday, and a learning budget.
- Other info: In-office role in Farringdon with excellent career growth opportunities.
- Why this job: Join a diverse team and make a real impact in the tech industry.
- Qualifications: 2-4 years in Customer Success within a SaaS environment.
The predicted salary is between 50000 - 60000 £ per year.
InvestorHub is a fast-growing global tech startup changing the way public companies connect with their investors. With offices in Melbourne and London, we're backed by the Victorian Government's 30x30 program and recognised as a "potential unicorn." Since expanding to London in 2023, we've grown quickly, working with 200+ clients globally to improve investor engagement. Our team is made up of people from 12 countries, bringing different perspectives and a shared drive to build something meaningful. We keep things simple, focus on what matters, and believe in learning as we grow.
The problem we solve: Retail (individual) investors are more important than ever, yet many public companies struggle to connect with them. Traditional investor relations focus on institutions, leaving everyday investors overlooked. InvestorHub gives companies the tools to engage directly with their shareholders, improving communication, transparency, and trust in the market.
We're looking for an experienced Customer Success Manager to join our growing London team. This is a highly strategic Customer Success role, working with a portfolio of publicly listed companies to help them maximise engagement with their shareholders. Rather than managing hundreds of accounts, you'll work closely with a smaller number of customers, building trusted relationships with senior stakeholders and helping them achieve meaningful outcomes from InvestorHub's platform. If you enjoy combining commercial thinking, data-led conversations and consultative customer relationships, we'd love to hear from you.
Role Responsibilities:
- Own a portfolio of strategic customer accounts, driving adoption, engagement and long-term success
- Build trusted relationships with senior stakeholders including CEOs, CFOs, Investor Relations and Communications leaders
- Lead onboarding, implementation and ongoing strategic reviews with customers
- Use customer data and platform insights to identify opportunities to improve engagement and adoption
- Own customer renewals, ensuring strong retention through proactive relationship management
- Identify expansion opportunities and partner with the commercial team where appropriate
- Act as the voice of the customer, sharing insights with Product and Leadership teams
- Maintain accurate customer health, activity and renewal information within HubSpot
- Deliver a consistently high-quality customer experience throughout the customer lifecycle
Role Requirements:
- Have 2-4 years' experience in a Customer Success role within a SaaS business
- Have experience managing strategic customer relationships
- Enjoy working with senior stakeholders and acting as a trusted advisor
- Are commercially minded and understand how customer success contributes to retention and growth
- Are confident using data to guide customer conversations and recommendations
- Are organised, proactive and comfortable managing multiple priorities
- Are an exceptional communicator, both written and verbal
- Enjoy working in an in-office environment (we're in 5 days a week - Farringdon)
Nice to have:
- Experience working with data, analytics or insight-driven products
- Experience working with publicly listed companies, investor relations or capital markets
- Experience working with enterprise or mid-market customers
What's on offer:
- Quarterly performance bonus linked to Net Revenue Retention
- Stock options - everyone shares in our success
- 25 days holiday + bank holidays to recharge properly
- Weekly team lunches, monthly socials, quarterly events and an annual company offsite
- Learning & development budget
- Private medical insurance and pension matching
- The opportunity to develop your career within a fast-growing global technology company
Interview Process:
- Introductory screening call with our Talent Partner (30 mins)
- Practical Customer Success assessment and in-person interview
- Team and culture conversation
- References & Offer
InvestorHub is committed to building an inclusive and diverse workplace. The strength of our team comes from the variety of backgrounds, experiences and perspectives we bring together. We treat every employee fairly and equally, and we strive to create an environment where everyone feels confident, comfortable and empowered.
Customer Success Manager (CSM) in London employer: InvestorHub
InvestorHub is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee growth, we provide opportunities for professional development through a dedicated learning budget and a culture that values diverse perspectives. Our commitment to inclusivity, coupled with attractive benefits such as stock options and performance bonuses, makes InvestorHub a rewarding place to build a meaningful career in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (CSM) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InvestorHub. 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 InvestorHub 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 (CSM) 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 InvestorHub:Your cover letter is your chance to shine! Tell us why you want to work at InvestorHub 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 InvestorHub!
How to prepare for a job interview at InvestorHub
✨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.
