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For Companies At a Glance
- Tasks: Ensure customers are delighted and successful with our products through strong relationships.
- Company: Join a dynamic deep-tech company with great potential in Cambridge.
- Benefits: Competitive salary, hybrid work options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving product adoption.
- Qualifications: Experience in customer-facing roles and project management in tech industries.
- Other info: Collaborative environment with opportunities for travel and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
A Customer Success Manager is responsible for ensuring our strategic customers are delighted and successful using our products.
Responsibilities
- Establish and maintain strong and long-lasting technical relationships within major enterprise accounts.
- Drive a high level of customer satisfaction and customer retention through successful product use.
- Create a success plan in partnership with your customer including onboarding, training, driving utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value.
- Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these.
- Liaise with our technical team to support customers through the technical deployment phase all the way to quarterly reviews and annual renewals.
- Deliver against the defined OKRs.
- Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change.
- Work closely with the Sales team to align on strategies, products, coverage plans, and account opportunities.
- Work closely with the Product/Engineering team to provide product feedback and help craft changes to the product to enhance customer satisfaction and accelerate adoption.
- Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.
- Demonstrate ROI to customers and establish metrics to advise them on best practice and optimisation of the products.
- Deliver training to end users and train the trainer programmes.
- Ensure that we have achieved "awareness coverage" across accounts.
Qualifications
- Project management experience in industries related to Software / Technology.
- Previous customer-facing roles for example in sales engineering, sales support, professional services, field engineering, customer success or customer support.
- Ability to manage multiple stakeholders both inside the customer and inside Undo, and to achieve your goals through others over whom you have no direct authority.
- Enthusiastic and hungry to join a small and dynamic deep-tech company with great potential, help shape the customer success function and share ideas across the business to help drive growth.
- Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals.
- Comfortable in a start-up environment, we wear many hats and move quickly.
- It is imperative that you are able to understand our products to allow you to meaningfully talk about them internally and with customers.
- Experience supporting software engineers as end users is a must.
- Past software development experience would be very helpful. This however is not a technical role: You will have direct access to a dedicated highly-skilled engineering team to achieve technical goals.
Required Skills
- Results-oriented: You are focused on achieving tangible, agreed benefits, looking beyond just the completion of activities.
- Customer-Focused: You try to get a deep understanding of specific customer needs and use this to guide your decisions and actions.
- Reliable & Driven: You demonstrate high energy, consistent focus, and a positive, productive attitude that contributes to team morale.
- Team Player: You support your colleagues and engage constructively in discussions, even with differing opinions, fostering a positive team environment.
- Empathetic & Resilient: You understand others' viewpoints and maintain composure and a can-do attitude in challenging situations.
- Solutions-Oriented: You identify and analyze issues, anticipate outcomes, and clearly articulate a supporting vision with enthusiasm.
- Aligned: You proactively use company and team objectives to inform your work.
Preferred Skills
- None specified.
Location: Cambridge, UK (office-based or hybrid with at least 1-2 days per week in the office).
Reports to: Senior Principal Customer Success Manager
Direct reports: None
To apply, please email us your CV/resume at careers@undo.io - with “CSM1 - Cambridge, UK” in the subject line.
Customer Success Manager in Cambridge employer: Undo
Contact Detail:
Undo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Cambridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research the company, understand their products, and think about how you can add value as a Customer Success Manager. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. It shows initiative and helps us get to know you better right from the start.
We think you need these skills to ace Customer Success Manager in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in customer-facing roles and any project management skills that align with our needs. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; show us what you've achieved! Use metrics to demonstrate your impact, like customer satisfaction scores or retention rates. This will help us understand how you can drive success for our customers.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer success and how your background makes you a great fit for our dynamic team. We love seeing enthusiasm and a personal touch in applications.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join us at StudySmarter!
How to prepare for a job interview at Undo
✨Know Your Customers
Before the interview, research the company’s key customers and their industries. Understand their pain points and how the company's products can solve them. This will help you demonstrate your customer-focused mindset and show that you’re ready to build strong relationships.
✨Showcase Your Project Management Skills
Be prepared to discuss your project management experience in detail. Think of specific examples where you successfully managed multiple stakeholders or drove customer satisfaction. Highlight how you’ve used these skills to achieve tangible results in previous roles.
✨Demonstrate Technical Understanding
Even though this isn’t a technical role, having a solid grasp of the product and its technical aspects is crucial. Be ready to explain how you’ve supported software engineers or dealt with technical challenges in the past. This will show your ability to liaise effectively with the technical team.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer empathy. Practice articulating how you would handle specific situations, such as mitigating churn or driving product adoption. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
