At a Glance
- Tasks: Manage customer relationships and drive successful outcomes from onboarding to account growth.
- Company: Join Zelt, a fast-growing tech company revolutionising HR and payroll solutions.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Dynamic role with potential for broader responsibilities as the company scales.
- Why this job: Be at the forefront of customer success and shape the future of employee platforms.
- Qualifications: Experience in account management or customer success, preferably in a SaaS setting.
The predicted salary is between 50000 - 60000 £ per year.
About Zelt
Zelt is building the first unified employee platform that brings together HR, payroll, IT, onboarding, and automation into one seamless system. We’ve been recognised by G2 as a High Performer across HR and Payroll, the only European vendor with that status, and we’re expanding fast.
Demand for a unified HR, IT, and Payroll platform is accelerating, and Zelt works with high-quality, forward-thinking organisations that see people operations as a strategic function, not an afterthought.
In this role, you’ll sit at the heart of the business owning customer relationships from the moment a deal closes and turning sales conversations into real, successful outcomes. You’ll be the key connector between Sales, Implementation, and the customer. Shaping scope, aligning expectations, and steering projects through complexity with confidence. Part strategist, part problem-solver, you’ll ensure customers see value fast, feel supported at every step, and grow with the product over time. Driving renewals, spotting expansion opportunities and playing a direct role in the company’s long-term success.
Beyond individual accounts, you will help define and continuously improve how Zelt approaches onboarding, customer experience, and customer success management as the company scales. You will partner with thoughtful, engaged customers who choose Zelt as a long-term platform, collaborate closely with Product, and play a direct role in retention, expansion, and sustainable revenue growth. As Zelt continues to grow, this role offers the opportunity to take on broader responsibility and help shape the future customer function.
Customer onboarding and experience:
- Prepare and coordinate customer onboarding, including timeline management and internal alignment with Implementation and Product teams.
- Work closely with Product to improve onboarding, adoption, and overall customer experience.
Account growth and revenue expansion:
- Consult with customers to understand their HR, IT, Finance, and workforce management needs using a solutions-based approach.
- Build and manage a pipeline of expansion opportunities within existing accounts.
- Deliver new ARR through account expansion and product upgrades.
Pipeline and performance management:
- Proactively manage and forecast a robust pipeline across assigned accounts.
- Own customer reporting, billing metrics, and commercial performance tracking.
Excellent communication and stakeholder management skills, including engagement with client stakeholders. Experience in account management, customer success, or consultative sales, ideally in a SaaS environment. Strong ability to work cross-functionally with Product, Sales, and Customer Experience teams. Bonus points if you have a track record of growing and retaining existing accounts. Creative and pragmatic problem-solver who is comfortable thinking outside the box while staying commercially grounded. Structured, analytical, and comfortable working with data, reporting, and metrics.
CSM Manager employer: Zelt
Zelt is an exceptional employer that offers a dynamic work environment in the heart of Greater London, where innovation and collaboration thrive. As a Founding Growth & GTM Associate, you will have unparalleled opportunities for personal and professional growth while directly influencing the trajectory of a cutting-edge SaaS company. With a strong emphasis on employee development and a culture that values creativity and initiative, Zelt is committed to fostering a rewarding workplace where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land CSM Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zelt. 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 Zelt 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 CSM Manager
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 Zelt:Your cover letter is your chance to shine! Tell us why you want to work at Zelt 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 Zelt!
How to prepare for a job interview at Zelt
✨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.
