At a Glance
- Tasks: Build a world-class Customer Success function and drive brand growth.
- Company: Join Kyra, a leading influencer marketing platform for global brands.
- Benefits: Competitive salary, dynamic work environment, and the chance to shape your role.
- Other info: Opportunity to create scalable systems in an innovative startup atmosphere.
- Why this job: Be a pioneer in a founding role with elite brands and strategic impact.
- Qualifications: 4+ years in B2B SaaS and expertise in influencer marketing required.
The predicted salary is between 60000 - 80000 £ per year.
Kyra is an enterprise influencer marketing platform that powers creator discovery and campaign management for global brands like SharkNinja, Coach, and H&M. Operating across TikTok, Instagram, and YouTube, Kyra provides AI-powered intelligence to streamline the full influencer lifecycle for the world's most recognizable consumer brands.
Join Kyra as our first dedicated Customer Success hire to build a world-class function from scratch. You will own the post-sale relationship for a portfolio of elite brands, driving product adoption, retention, and expansion. This is a rare opportunity to design the playbooks and systems that will define Kyra's client solutions strategy.
Location: London, UK
Why this role is remarkable:
- Founding Opportunity: As the first dedicated CSM hire, you will build the entire function’s infrastructure, from onboarding flows and health scoring to renewal playbooks.
- Elite Client Portfolio: Partner with iconic global brands such as Ray-Ban, Converse, and H&M to optimize their creator marketing strategies and drive measurable ROI.
- Strategic Impact: You aren't just managing tickets; you are a strategic advisor helping brands navigate the creator economy using Kyra’s advanced AI-powered analytics.
What You Will Do:
- Build the CS Playbook: Design and implement the essential systems for onboarding, health modeling, and engagement cadences within HubSpot to scale the department.
- Drive Account Growth: Own the full post-onboarding lifecycle, managing a portfolio of brand accounts to hit renewal targets and identify expansion opportunities.
- Synthesize Customer Insights: Act as the voice of the customer by feeding platform feedback and usage trends directly to the Product team to shape the roadmap.
The ideal candidate:
- Creator Economy Expert: You possess at least four years of B2B SaaS experience and deep knowledge of influencer marketing to provide strategic campaign advice.
- Proven Builder: You thrive in ambiguous, early-stage environments and have a track record of creating processes from a blank page into scalable systems.
- Commercial Closer: You are comfortable carrying a quota, managing complex renewal conversations, and identifying upsell opportunities within a sophisticated brand portfolio.
Senior Customer Success Manager at Kyra in London employer: Jack & Jill
Kyra is an exceptional employer, offering a unique opportunity to shape the Customer Success function from the ground up in the vibrant city of London. With a focus on innovation and collaboration, employees are empowered to drive strategic impact while working with iconic global brands, fostering a culture of growth and creativity. The company prioritises professional development and provides a dynamic work environment that encourages initiative and rewards success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager at Kyra in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jack & Jill. 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 Jack & Jill 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 Senior Customer Success Manager at Kyra 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 Jack & Jill:Your cover letter is your chance to shine! Tell us why you want to work at Jack & Jill 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 Jack & Jill!
How to prepare for a job interview at Jack & Jill
✨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.
