At a Glance
- Tasks: Help customers onboard and succeed with our innovative casting platform.
- Company: Join Performeo, a fast-growing AI-enabled performer marketplace.
- Benefits: Competitive salary, equity scheme, and a vibrant office in central London.
- Other info: Opportunity for growth in a pioneering company with global impact.
- Why this job: Be part of a dynamic team shaping the future of talent management.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
About Performeo
Performeo is an AI-enabled end-to-end casting workflow and performer marketplace, connecting studios to top-tier talent and actors building their careers worldwide. We are creating a full vertical performer economy, bringing studios, casting directors, talent agents and actors together in ways that have never been possible before, fundamentally changing how actors are cast and managed around the world. A fast-growing business with clients across the globe, we already have major film projects being cast through our platform.
About the job
We are seeking a driven, ambitious and detail-oriented Senior Customer Success Associate to help grow and manage our customers, assisting them in adopting Performeo quickly and integrating it smoothly for full customer success. This is an exciting opportunity for someone on the upward curve of their career looking to join a dynamic and fast-growing company, with scope for real growth and development for the right candidate who is keen to be part of a team heading to be a global leader in the space.
Role overview
As a Senior Customer Success Associate at Performeo, you will be at the front line with our customers as they onboard and start using the platform. We are looking for a highly motivated and confident individual who prioritises customer care, ensuring customers feel confident using the platform and maintaining smooth customer relations. We want someone who is comfortable getting on the phone to resolve issues while also managing data and details to track customer usage. We seek someone excited to join at the early stage of company building and ready to implement systems for developing success metrics.
The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform using data to drive innovative communication. Knowledge of the casting and talent management industry is preferable but not mandatory.
Key Responsibilities
- Onboarding and Account Management: Leading client onboarding, ensuring high engagement with platform tools.
- Product Advocacy: Educate clients on new platform features and facilitate feedback loops between founders and the Product team to inform future developments.
- Operational Excellence: Manage the customer journey, ensuring all task flows and playbooks are executed accurately to maintain a seamless experience, and troubleshoot issues with a high sense of urgency.
- Customer Relations: Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs.
- Detailed Analysis: Develop success metrics for the company and implement systems for continued data analysis through the growth of the platform.
- Product Operation: Track customer usage, feature adoption, and rollout performance.
- Customer Support: Respond to customer queries via call and email, diagnosing and resolving customer issues efficiently.
- Judgement and Ownership: Take ownership of problems and ensure they are fully resolved.
Requirements
- Experience working in a customer-facing role, ideally in customer success, SaaS support, or related roles.
- Be the voice of the customer – bringing feedback and statistics to the team.
- Confident, strong communication skills.
- High level of proficiency in Excel.
- Confidence in analysing data.
- AI-first approach to research, analysis, and problem-solving.
- Comfortable being autonomous, proactive, and taking initiative and ownership.
- High attention to detail.
- Excited to join at an early-stage company and ready to implement systems.
- Knowledge of the casting and talent management industry is preferable but not mandatory.
5 days a week in central London office (Liverpool Street/Moorgate).
What we offer
Salary range of £35K to £45K depending on experience. Eligible for forthcoming Equity scheme.
Senior Customer Success Associate in London employer: Performeo
Performeo is an innovative and rapidly growing company that offers a unique opportunity for creative professionals to thrive in a dynamic environment. With a strong emphasis on collaboration and personal growth, employees can expect to develop their skills and advance from Digital Designer to Creative Director, all while contributing to a groundbreaking platform that connects talent with industry leaders. The supportive work culture and the chance to shape the visual identity of a pioneering brand make Performeo an exceptional employer for those seeking meaningful and rewarding careers.
