Location: Central London office 3-days per week
Job Title: CSM
Reporting to: Head of Customer Success
Start Date: ASAP
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Video overview of the role from our CEO
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https://www.loom.com/share/702d2e9b08334ee0b1c4ff02250bf8d8
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Role Overview
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HireAra is seeking a proactive, tech-savvy Customer Success Manager (CSM) to join our growing team. As a key member of our Customer Success team, you will be responsible for driving customer success, ensuring smooth onboarding, and delivering exceptional support to our clients. You will act as a trusted advisor and partner to our customers, ensuring they are maximising the value of our platform.
This role is ideal for someone with a passion for technology and a customer-first approach who is excited by the opportunity to work in a fast-paced, early-stage B2B SaaS company. The ideal candidate will have good technical abilities to troubleshoot customer issues, as well as an analytical mindset to use data and customer feedback to inform our product roadmap.
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Key Responsibilities
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- Onboarding & Implementation: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our platform within their workflows.
- Customer Support: Act as the first point of contact for customer queries and technical issues, working closely with the engineering and product teams to provide quick and effective resolutions.
- Product Feedback & Roadmap Input: Gather, analyse, and present customer feedback to the Product team, contributing to product development discussions and helping shape the HireAra roadmap.
- Customer Training & Adoption: Conduct product training sessions, both remotely and in-person, to help customers get the most out of the platform.
- Customer Health & Retention: Monitor customer health metrics, proactively identify at-risk accounts, and implement strategies to drive retention and customer satisfaction.
- Data-Driven Insights: Use data to identify trends, pain points, and opportunities within the customer base, leveraging these insights to drive customer success strategies and business improvements.
- Relationship Management: Develop and maintain strong relationships with key stakeholders at various customer organisations, becoming a trusted advisor for their business.
- Collaboration: Work closely with the sales, marketing, and product teams to communicate customer needs and collaborate on initiatives to drive business growth.