Junior Customer Success Manager

Naq is an international start-up revolutionising compliance for suppliers to highly regulated sectors across the UK and Europe. Naq is changing the face of compliance with its diverse team and jargon‑free approach to the traditional security and compliance sectors. We are looking for an ambitious, hard‑working Junior Customer Success Manager to join our team.

We started Naq to help business owners who didn\’t know what to do or where to start when achieving compliance in sectors such as healthcare, education, defence, and finance. We have worked closely with these businesses to ensure we would build a solution tailored to their needs, which was easy to use, affordable and dare we say, fun.

Through the Naq platform, we help our customers ensure they meet the strict compliance requirements demanded by their customers and partners without spending thousands on expensive and exploitative consultants and lawyers.

Join us as we revolutionise the European and British compliance market and empower thousands of businesses to solve some of the world’s biggest problems.

About the Role

Naq\’s exponential growth now requires us to have a Junior Customer Success Manager who can help us maintain our excellent customer relationships.

Reporting to the Head of Customer Success, you will represent Naq and assist our customers in meeting and managing their complex compliance requirements with ease, delivering first‑line support and managing a portfolio of customers to achieve commercial performance, focusing on retention and upsell opportunities.

• Acting as the main point of contact for our customers to ensure they can achieve compliance as easily as possible
• Identify potential issues or churn risks, and proactively developing strategies to mitigate them
• Build strong customer relationships, facilitate product adoption and ensure customer retention and satisfaction
• Develop a trusted relationship with your customers to identify and support upsell opportunities to enhance their compliance journey
• Manage our first‑line Customer Support queries and escalations in Intercom
• Support new customers through initial setup, configuration and implementation of the Naq platform
• Become an expert on the Naq product and how the platform can automate compliance for key requirements such as GDPR, ISO 27001, Cyber Essentials, ISO 9001, NHS DSPT, NHS DTAC, ISO 13485 and more
• Contribute to Naq’s open culture to drive improvements in the Naq product
• Work with all members of the Naq team to provide the best customer experience possible

What you can expect from us

• A competitive starting salary with the possibility of moving up quickly based on performance
• 25 days annual leave plus national holidays
• Regular team‑building events
• Remote first role with the ability to travel to our London office regularly where required

Knowledge and experience

• Bachelor\’s degree (or equivalent combination of education and experience)
• Minimum of 2+ years of experience in Customer Success at a SaaS company
• Knowledge or interest in technology, ideally healthcare compliance, cyber security and/or legal and regulatory compliance
• Ability to work effectively and efficiently in a remote first role
• Clear and effective communication skills, with strong critical thinking ability
• Highly empathetic to customers, with a proven track record of long‑term customer retention and customer happiness
• Technical competency to understand the compliance requirements of our customers and how the Naq solution helps them achieve their goals
• Demonstrable problem‑solving skills and enthusiasm for making a large impact early in a rapidly growing start‑up
• Entrepreneurial spirit, initiative and autonomy to make a significant contribution to Naq and our customers
• Understanding of Intercom, Jira and Hubspot tools

Diversity and inclusion

Naq is a diverse team, so naturally, we value candidates with different backgrounds, experiences and perspectives. We do not discriminate based on ethnicity, age, gender identity and expression, sexual orientation, religion, national origin, socioeconomic status, disability, or veteran status. We\’re committed to building a company that is an inclusive environment for all.

• Seniority level Entry level
• Employment type Full‑time
• Industries Software Development