Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Customer Officer

Description

• You will be responsible for helping our most complex customers implement Pinpoint successfully.
• Enterprise implementations generally take between 12-16 weeks, depending on the customer's needs.
• This role offers the flexibility to work from anywhere in the UK. Our headquarters is in Jersey, UK, and we have a distributed remote team of 70 members spanning the UK and the U.S.
•  You'll join to help implement enterprise sized customers globally, which may mean taking calls outside of usual working hours in the UK.
• A full detailed guide on enterprise implementation can be found here.

About the Role:

• Conduct internal and external discovery calls to understand new customers' needs and create tailored implementation plans based on those findings.
• Project manage the full implementation plan across a high number of stakeholders, ensuring accountabilities and risks are clearly communicated and documented.
• Advise on the best use of Pinpoint and confidently suggest changes to customers' workflows when improvements can be made.
• Manage internal resources for integrations and product requests, ensuring all stakeholders are aware of dependencies.
• Create training resources for new customers, including train-the-trainer sessions, in-person training sessions, and materials for continued asynchronous training of new employees.
• Ensure customers are set up for success after going live, prepare for accounts to be handed over to a CSM, and remain engaged in the initial steps of adoption

About You:

• 3+ years of experience in large-scale implementations in the SaaS industry
• Accredited or demonstrable high standard of project management skills
• Proven experience working on multinational stakeholder implementations and driving them to completion
• Solid understanding of technical terms such as APIs, SSO, 2FA, and CSV files, with the ability to explain them to an often non-technical audience
• Ability to build rapport and credibility to ensure that recommendations are adopted
• Highly articulate across in-person, video, and written forms of communication
• Customer-centric attitude; someone customers love to work with

What We Offer:

• Gold-plated healthcare: Enjoy the best medical, dental, and optical coverage money can buy. We've got you and your family covered for all eventualities
• Unlimited holidays: Everyone needs a healthy, happy, and productive life without restrictive holiday limits
• Mental health support: Unlimited and immediate access to counseling for any employees via Spill.
• Retirement matching: Retirement plan with a matching contribution to help you achieve your long-term financial goals.
• Flexible, remote working: Enjoy the flexibility to work remotely, allowing you to find your most productive environment while maintaining a healthy work-life balance.
• Meaningful equity: You’ll contribute to the team's success and deserve to share in it. To that end, everyone on our team gets a meaningful equity allocation.
• Generous paid parental leave:  To help support new parents in the workplace, we offer up to 16 weeks of paid leave.
• Learning budget: Annual funds are made available to support both your personal and professional development.
• Top-of-the-line equipment: We’ll set you up with the right tools to do your best work—starting with a MacBook Pro, 4K monitors, and the right software to get the job done.
• A team that cares: You’ll be joining a team of intelligent, capable, and helpful people that want you to win, our clients to be wowed, and our business to grow.