At a Glance
- Tasks: Build strong client relationships and ensure their success on our platform.
- Company: Join Papirfly, a leading European SaaS company in Digital Asset Management.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Hybrid work setup with a diverse team and ongoing support for your career development.
- Why this job: Make a real impact while working with top global brands in a collaborative environment.
- Qualifications: 2-3 years in Customer Success or Account Management in SaaS; excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
About Papirfly: Empowering brands to articulate their stories is at the heart of what we do. Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world’s most recognised brands. Our modular suite of solutions enables companies to showcase brand assets to all stakeholders, manage and create on-brand content without design experience, and maintain a fully consistent brand identity across the organisation and all customer channels.
Your mission: We’re looking for a curious, people-first Customer Success Manager to join our London team. If you have experience in SaaS customer success or account management and are eager to grow in a high-impact, collaborative environment, this is your opportunity. You’ll work closely with experienced teammates and big-name brands, helping customers thrive on our platform while building your own career in the fast-moving world of MarTech.
In return, you’ll gain hands-on experience with a powerful platform used by leading global brands, a clear path to grow your skills in SaaS Customer Success, and ongoing support through mentoring and development opportunities. You’ll be part of a collaborative culture that values new ideas, encourages curiosity, and prioritises real impact over job titles.
Your responsibilities:
- Client Relationship Management: Build and nurture strong, long-term relationships with clients, acting as a trusted partner to ensure ongoing satisfaction and success across the full customer lifecycle, from onboarding through to renewal and expansion.
- Renewal Readiness: Keep customers renewal-ready throughout the contract lifecycle by tracking value realised, product adoption and customer health, and keeping key stakeholders aligned. Flag risk early, and loop in Account Management for pricing, contract structure or negotiation support on more complex renewals.
- Customer Strategy & Stakeholder Mapping: Build a customer strategy, roadmap and stakeholder map for each account, aligning Papirfly’s platform capabilities with the client’s business objectives and surfacing opportunities for growth.
- Portfolio Management: Manage a book of client accounts, typically ranging from 30-40 depending on account size and complexity, balancing proactive account management with responsive day-to-day support.
- Understanding our customer’s business problems and offering solutions through our technology.
- Assist in driving product adoption, ensuring customers achieve their goals using the Papirfly platform.
- Cross-Team Collaboration: Work closely with internal team members and directly with clients to translate their needs into actionable outcomes, ensuring smooth project execution.
- Host customer engagement sessions, supported by senior team members as required.
- Track and support customer goals, assisting in identifying opportunities for growth and expansion.
- Capture and share feedback to help improve our offering and customer experience.
- Bring a fresh perspective to our processes and continuously look for ways to improve how we work and serve our clients.
Your profile:
- 2-3 years of experience in a Customer Success or Account Management role in a SaaS company.
- Excellent communication and relationship building skills.
- Pro-activity, curiosity and an eagerness to learn - comfortable asking questions and proposing new ideas.
- High levels of organisation and confidence in managing multiple priorities and customer needs.
- Exposure to marketing teams or marketing technology platforms (not required but beneficial).
- Languages: Fluent English is required for all candidates. We are currently hiring for two CSM roles: Role 1: Norwegian business-level fluency is mandatory. Role 2: Swedish fluency is strongly preferred (a significant advantage).
Practical info:
- Location: We are currently hiring for two separate CSM roles based in a hybrid setup (2 days/week in office), based in London.
- Work Setup: Flexible working hours.
- Travel: Occasional business travel (approx. 5-10%) to connect with clients or meet up with your colleagues.
- Compensation: Competitive total reward package (base salary + performance-based variable).
- Culture: Diverse and multicultural team.
SaaS Customer Success Manager — London (Hybrid) employer: Papirfly Ltd
Papirfly is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a SaaS Customer Success Manager to thrive. With a strong emphasis on employee growth, you will benefit from hands-on experience with leading global brands, ongoing mentoring, and a clear path for skill development in the fast-paced MarTech industry. Located in London, our hybrid work setup promotes flexibility while being part of a diverse team that values curiosity and impactful contributions.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Customer Success Manager — London (Hybrid)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Papirfly Ltd. 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 Papirfly Ltd 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 SaaS Customer Success Manager — London (Hybrid)
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 Papirfly Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Papirfly Ltd 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 Papirfly Ltd!
How to prepare for a job interview at Papirfly Ltd
✨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.
