At a Glance
- Tasks: Help SaaS companies succeed by building relationships and solving problems.
- Company: Join a dynamic team focused on customer success and innovation.
- Benefits: Competitive salary, private medical insurance, and home office setup budget.
- Other info: Fast-paced environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by turning customers into champions and driving their success.
- Qualifications: 3+ years in customer success or account management with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
We're looking for a customer success manager who genuinely loves helping people succeed. You'll be the trusted advisor for 50-80 SaaS companies, helping them get the most value from Mowt and their Stripe data. This isn't a sales role. It's about building relationships, solving problems, and turning customers into champions. You'll work directly with founders and finance teams, using tools like Intercom and HubSpot to stay connected and organized. We hustle hard during the week and celebrate wins together—whether that's hitting retention targets or Friday team dinners.
What You'll Do
- Onboard new customers and guide them through Stripe integration setup
- Manage relationships with 50-80 accounts using Intercom and HubSpot
- Conduct quarterly business reviews and help customers extract insights from their data
- Identify at-risk customers early and turn things around with proactive support
- Collaborate with product to surface feature requests and customer feedback
- Create help docs, video guides, and resources that scale support efforts
- Drive renewals and expansions (you set them up for success, sales closes)
What We're Looking For
- 3+ years of customer success or account management experience
- Experience with B2B SaaS, preferably analytics or fintech
- Strong understanding of SaaS metrics (MRR, churn, LTV, CAC)
- Exceptional communication skills (written and verbal)
- Data-driven mindset with ability to analyze customer health metrics
- Self-starter who thrives in a fast-paced environment
- Empathy and patience when dealing with customer issues
Bonus Points
- Hands-on experience with Stripe—you've seen subscriptions, invoices, webhooks before
- Power user of Intercom and HubSpot (workflows, sequences, reporting)
- Background in finance, accounting, or business analytics
- Worked at an early-stage startup (wore the CS, support, and onboarding hats)
- Created customer education content (videos, webinars, help docs)
A Day in the Life
- 9:00 AM Review overnight support tickets and customer health scores
- 10:00 AM Onboarding call with new customer (walk through Stripe integration)
- 11:00 AM Quarterly business review with growth-stage customer
- 12:00 PM Lunch + catch up on Slack and customer emails
- 1:00 PM Product sync to discuss feature requests from customers
- 2:00 PM Reach out to at-risk accounts, troubleshoot integration issues
- 3:00 PM Update help docs based on recent support questions
- 4:00 PM Check-in calls with three existing customers
- 5:00 PM Log notes in CRM, plan tomorrow's priorities
Success Metrics
You'll be measured on outcomes, not activity. Here's what success looks like:
- Net Revenue Retention: Keep NRR above 110%
- Customer Health: Maintain 95%+ of accounts in "healthy" status
- Time to Value: Get customers to first insight within 48 hours
Salary: £70,000 - £90,000 based on experience
Health: Private medical insurance (Vitality or Bupa)
Equipment: MacBook + home office setup budget
Customer Success Manager employer: Ministry of Works and Infrastructure
At Mowt, we pride ourselves on being an exceptional employer that values the success of our team and our customers alike. Our collaborative work culture fosters strong relationships and celebrates achievements, whether it's hitting retention targets or enjoying team dinners. With a focus on employee growth, we offer opportunities to develop your skills in a fast-paced environment while working closely with innovative SaaS companies, making every day rewarding and impactful.
Contact Details:
Ministry of Works and Infrastructure Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ministry of Works and Infrastructure. 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 Ministry of Works and Infrastructure 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
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 Ministry of Works and Infrastructure:Your cover letter is your chance to shine! Tell us why you want to work at Ministry of Works and Infrastructure 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 Ministry of Works and Infrastructure!
How to prepare for a job interview at Ministry of Works and Infrastructure
✨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.
