Customer Success Manager

Overview

Reporting into the Head of Customer Success, the Customer Success Manager (CSM) will take a leading role in managing and nurturing our relationships with our rapidly growing customer base.  

Package:

  • Annual salary of up to £35k (dependent on experience)

  • 28 days annual leave

  • Opportunities for flexible working

  • Regular social events and opportunities for personal development

  • Fun office in the heart of Soho

About us:

Yapster’s mission is to empower people working in roles traditionally underserved by productivity-boosting enterprise software. We’re already working with some of the best names around - think Ann Summers, Caffe Nero, Krispy Kreme, and Next - to do just that.

After closing a significant round of private investment at the end of last year, we’re gearing up for rapid growth in 2019. With your help, our mobile messaging platform will be used and loved by millions of frontline workers across the world in the coming years.

Based in the heart of Soho, we’re a friendly, fun team united by a passion for building a first class product and company culture. You can expect to work alongside brilliant people and join a fast-paced culture in which everyone relishes getting ‘stuck in’.

Key responsibilities:

  • Supporting the CS team in the set-up and maintenance of new customer accounts

  • Responding to customer requests via email and Yapster

  • Creating educational and product update materials, decks, email copy and videos in conjunction with the marketing team

  • Creating and analysing weekly KPI reports

  • Working with the technical support team and providing low level technical support as required

  • Managing a portfolio of growth customers;

    • processing renewals, creating and sending feature / product updates, spotting opportunities, gathering user feedback and holding user forums etc.

  • Keeping internal documentation up to date

Experience:

Essential

  • Excellent communication skills and the ability to interact well with all levels of stakeholders

  • You will work to gain a strong understanding of our customers’ business, goals and workflows in order to articulate how Yapster can support these goals and processes

  • Process driven, good attention to detail, confident communicator, multi tasker, positive attitude, ability to work will minimal supervision

  • 3+ years experience in a customer service or customer success role within a technology company

  • Proficiency in Excel

  • Willing to travel within UK

Desirable

  • Good presentation skills

  • Familiarity with online customer service systems such as Intercom and Zendesk

  • Experience in retail, hospitality, or another industry with a large frontline workforce

Diversity policy:

We aspire to build a team that properly reflects the communities we serve and welcome applications from people with diverse perspectives and backgrounds.

How to apply:

Please send your CV to hr@yapster.info with ‘Customer Success Manager application’ in the subject line.