At a Glance
- Tasks: Build strong relationships with customers and ensure they achieve their goals using our platform.
- Company: Join a high-growth tech start-up focused on sustainability and NetZero carbon emissions.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic start-up environment with a focus on innovation and collaboration.
- Why this job: Make a real impact in the fight against climate change while developing your career.
- Qualifications: 4+ years in account management or similar roles, with a passion for sustainability.
The predicted salary is between 50000 - 60000 £ per year.
Mondra is a high-growth tech start-up that is delivering a food system environmental insights platform to accelerate the planet’s progress to NetZero carbon emissions. The Customer Success Manager (CSM) will play a pivotal role in building and nurturing long‑term relationships with customers. The CSM is responsible for ensuring customers achieve their desired outcomes by utilizing our solutions, driving account growth, retention, and engagement. This role focuses on post‑sale activities such as onboarding, training, adoption, and fostering strategic partnerships with customers.
Responsibilities
- Customer Portfolio Management: Lead client onboarding processes, ensuring data integration, training, and adoption of Mondra’s platform to deliver time‑to‑value. Own a portfolio of key accounts, driving customer satisfaction and product adoption. Develop long‑term partnerships with clients to help them achieve their business objectives.
- Revenue Uplift: Proactively manage accounts to increase revenue by identifying upsell or cross‑sell opportunities within the existing customer base. Work towards quarterly revenue growth targets, reviewed regularly with management.
- New Opportunities: Identify and present new business opportunities that can be accepted by the sales team. Collaborate closely with the sales team to ensure smooth handoffs and support on new initiatives. Quarterly objectives will be reviewed and adjusted in alignment with management.
- Churn Reduction: Manage contract renewals as a proactive process, ensuring alignment on value delivered and supporting negotiation of uplifts or scope changes. Monitor customer accounts to mitigate the risk of churn. Focus on maintaining a low churn rate, with regular reviews of retention strategies in collaboration with management.
- Customer Health: Regularly assess and monitor the health of customer accounts using internal metrics. Ensure customers are satisfied, engaged, and achieving their goals with our solution, with customer health scores reviewed quarterly.
- Strategic Outputs: Partner closely with internal science, data, and product teams to deliver client outcomes and shape product development. Drive strategic initiatives such as co‑authoring case studies, white papers, and joint events to demonstrate customer success stories. Work with the product and customer success teams to align on quarterly strategic output goals, reviewed with management.
Skills
- Strong project management, stakeholder engagement, and knowledge of sustainability, ESG, and food supply chains preferred.
- 4+ years of account management, account execution, or other relevant commercial experience in target‑driven roles.
- Proven experience working in fast‑paced, start‑up, or scale‑up technology companies.
- Track record of selling complex technical solutions into large, enterprise organisations.
Personal attributes and qualities
- Understanding of SaaS and Data Driven technologies.
- Desire to learn and be adaptable to change.
- Proactive approach.
- Solutions‑oriented, self‑performer, able to work without day‑to‑day supervision.
- C1 English language skills; fluency in additional European languages is beneficial.
Technical skills
- Microsoft Office with advanced knowledge of Excel, PowerPoint and Word.
- Hubspot CRM experience preferable.
Customer Success Manager employer: Planet A
Mondra is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration in the pursuit of sustainability. As a Customer Success Manager, you will not only have the opportunity to drive meaningful change towards NetZero carbon emissions but also benefit from a culture that prioritises employee growth through continuous learning and strategic partnerships. With a focus on nurturing long-term relationships and a commitment to your professional development, Mondra stands out as a rewarding place to build your career in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mondra on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Mondra's mission and values. Show us how your experience aligns with their goals, especially around sustainability and customer success. We love candidates who are passionate about making a difference!
✨Tip Number 3
Practice your pitch! Be ready to discuss how you've driven customer satisfaction and account growth in previous roles. Use specific examples that highlight your skills in project management and stakeholder engagement.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Customer Success Manager role. Highlight your project management and account management experience, especially in tech or sustainability sectors.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer success and how you can help our clients achieve their goals. Share specific examples of how you've driven account growth or reduced churn in previous roles.
Showcase Your Technical Skills:Since we're in the tech space, it's important to highlight your familiarity with SaaS and data-driven technologies. Mention any experience with tools like Hubspot CRM or advanced Excel skills to stand out.
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Planet A
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like Net Promoter Score (NPS) and Customer Health Scores. Being able to discuss how you’ve used these metrics in past roles will show your understanding of the CSM role and how you can drive customer satisfaction.
✨Showcase Your Project Management Skills
Prepare examples that highlight your project management experience, especially in onboarding and training customers. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it clear how you’ve successfully managed client portfolios in the past.
✨Demonstrate Your Solutions-Oriented Mindset
Think of specific instances where you identified upsell or cross-sell opportunities within existing accounts. Be ready to discuss how you approached these situations and the outcomes, as this will illustrate your proactive approach and ability to drive revenue growth.
✨Familiarise Yourself with the Company’s Mission
Mondra is focused on sustainability and achieving NetZero carbon emissions. Research their platform and be prepared to discuss how your values align with their mission. This will not only show your enthusiasm for the role but also your commitment to their goals.
