At a Glance
- Tasks: Manage customer relationships and drive success with our AI solutions in the insurance sector.
- Company: Join Tractable, a leader in AI technology making a real-world impact.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Dynamic role with travel opportunities and a focus on relationship building.
- Why this job: Be at the forefront of AI innovation while helping customers achieve their goals.
- Qualifications: Fluent in Polish and English, with 3+ years in customer success or consulting.
The predicted salary is between 49500 - 60500 £ per year.
Why Tractable? We combine world-class AI research with real-world applications that make a difference. At Tractable, you’ll collaborate with brilliant minds, work on transformative projects, and contribute to technology that helps people when they need it most.
About the role: As a Customer Success Manager you will work directly with our insurance customers in EMEA to make sure they get real business value from our AI, and consequently renew and grow with us. You will own the complete post-sales lifecycle for your portfolio of customers, and you will be accountable for retention and growth. Two of Poland’s largest motor insurers sit at the centre of your portfolio. You will be the person they deal with day-to-day. Alongside them you will carry a wider portfolio of European insurance customers, and the shape of that portfolio will change as the region grows. This is a highly visible position. You will work directly with senior claims executives and help them change how their organisations handle motor claims, working alongside our product, AI research and delivery teams to get there. The role is a fixed-term contract of 12-18 months. It is a small team, so you will own your accounts outright from early on. Expect regular travel to your customers, including to Poland.
What you'll do:
- Own the relationship. Run the operating cadence with your accounts: regular operational calls, performance reviews, and quarterly business reviews with senior stakeholders.
- Build relationships far and wide. Create strategic relationships with key stakeholders, from claims handlers and technical teams through to Chief Claims Officers, line-of-business leaders and digital innovation leaders. Expand beyond your initial sponsors to uncover new opportunities.
- Build a joint success plan. Agree specific financial and operational metrics with each customer, then monitor outcomes and platform consumption against them.
- Drive adoption. Define and run an effective onboarding and training programme for new users, promote engagement at all levels of the customer organisation, and push the process changes that turn our AI into measurable value.
- Quantify the value delivered. Know what the customer has actually gained, be able to prove it, and take proactive action when the numbers are not where they should be.
- Protect account health. Anticipate, identify and mitigate risks early, with support from internal teams and customer executive stakeholders.
- Be the customer’s voice in the product. Analyse how our AI performs on your accounts, work with product and engineering on improvement opportunities, and bring feedback back in a form the team can act on.
- Lead renewals and growth. Own contract renewals. Scope up-sell and cross-sell opportunities, build the close plan, and partner with Business Development to pursue them.
- Be an expert on our product. Know it well enough to train users, debug problems with them, and be credible with technical teams on both sides.
What we're looking for:
- Fluent Polish, written and spoken. You will run the relationship with our Polish customers entirely in Polish, from operational calls to business reviews to difficult conversations.
- Fluent English. Our working language across the company.
- 3+ years in customer success, solution delivery, or customer-facing consulting, at a high-growth B2B SaaS company or a top consultancy.
- A track record of building and deepening relationships across a wide range of stakeholders at large, complex organisations.
- Strong analytical skills, including experience quantifying business value and defending it to a customer.
- Comfort with technical products, data and operational metrics. You do not need to code, but you should be happy in the detail.
- A strong ownership mentality and a relentless customer focus.
Diversity commitment: At Tractable, we are committed to building a diverse team and inclusive workplace where people’s varied backgrounds and experiences are valued and recognised. We encourage applications from candidates of all backgrounds and offer equal opportunities without discrimination.
Customer Success Manager in London employer: Tractable
At Tractable, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As the Head of Finance, you will not only play a pivotal role in our US operations but also contribute to our global expansion efforts, all while enjoying a supportive environment that values diversity and encourages professional growth. With competitive compensation and the opportunity to work on transformative AI projects, Tractable is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tractable. 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 Tractable 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 in London
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 Tractable:Your cover letter is your chance to shine! Tell us why you want to work at Tractable 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 Tractable!
How to prepare for a job interview at Tractable
✨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.
