At a Glance
- Tasks: Onboard new clients and ensure their success with our software.
- Company: Join a passionate team dedicated to making the web accessible for everyone.
- Benefits: Enjoy hybrid working, 30 days leave, and a competitive salary.
- Other info: Great culture, flexible hours, and opportunities for growth.
- Why this job: Make a real impact in a role that champions accessibility and client satisfaction.
- Qualifications: 2+ years in Customer Success or similar roles, strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
In today's digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all.
And we're not alone in this journey! Over 500 organisations already use our software to enable greater accessibility for their online content, products or services.
We're passionate about our cause and our product. As we move from scale-up to market leader, we need help to achieve our ambitious plans. Which is why we're looking for an experienced, process‑oriented Customer Success Manager.
About The Role
This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion in building relationships and can offer best in class customer service.
You will be involved in onboarding new clients, account reviews and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.
In this role you will be
- Taking new clients through the onboarding process. Working closely with sales, marketing, and the technical team to ensure clients are ‘launched' on optimal terms
- Experienced in understanding websites and be familiar with the different platforms such as HTML and WordPress
- Owning the client journey from sale to renewal (and beyond)
- Helping to define and deliver account reviews and appropriate communications to ensure client satisfaction
- Creating opportunities for revenue growth
- Ensuring clients renew on same or better terms
- Using all data and relevant resources to create compelling client stories to amplify our success
Requirements
- We're looking for great characters with the right attitude and aptitude.
- Here's a few things you'll need to be able to demonstrate..
- Min 2 years' experience in a similar role B2B role (Customer Success, Account Management, Customer Service) in SAAS/Tech
- Being able to handle a range of different tasks so being organised will be key with strong administration skills
- Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email or face‑to‑face
- Ability to work independently and thrive in a process‑driven, task‑orientated, team environment
- Comfortable producing reports and data analysis
- Quick and capable learner, thirst to be an expert in your field
- Evidence of establishing and maintaining exceptional client relationships that fuel growth
- Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email or face‑to‑face
- Excellent time-management, able to prioritize key tasks, manage multiple conversations whilst never letting an opportunity slip
- Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital world
- 2-5 years experience of working in SAAS/Tech start up is highly desirable
Benefits
Location: Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ
- Great culture & working environment - awesome views of Newcastle Quayside
- 30 days annual leave including Bank Holidays
- Pension & Healthcare
- Childcare voucher scheme
- Genuine Meritocracy
- Regular 'recite Relax' social events
- Competitive salary (depending on experience)
- Quarterly bonus on revenue growth
Hours
Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later.
Customer Success Manager -Full time - Permanent - Gateshead or Remote employer: Recite Me
As a Customer Success Manager at our company, you'll be part of a passionate team dedicated to making the online world accessible for everyone. We offer a vibrant work culture with stunning views of Newcastle Quayside, a hybrid working model, and a commitment to employee growth through meritocracy and regular social events. With competitive salaries, generous annual leave, and opportunities for quarterly bonuses, we ensure that our employees feel valued and motivated in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager -Full time - Permanent - Gateshead or Remote
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Recite Me. 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 Recite Me 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 -Full time - Permanent - Gateshead or Remote
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 Recite Me:Your cover letter is your chance to shine! Tell us why you want to work at Recite Me 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 Recite Me!
How to prepare for a job interview at Recite Me
✨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.
