Customer Success Manager
> Primary Responsibility: Support and Customer Onboarding
From quote creation to project wrap-up, you will be the driving force behind customer satisfaction and engagement
Become a product expert and the primary point of contact for customers, guiding them through their journey within the Field Notes platform.
Generate quotes, create invoices, and set up projects for existing customers, ensuring a smooth and seamless experience.
Lead training sessions for new customers, ensuring they are comfortable using the platform and understand its capabilities.
Provide customer support, via email and support channels
Update templates and video resources to enhance customer experience and streamline customer management processes.
Liaise with customers to gather feedback and testimonials.
Coordinate the execution of small demo projects, aimed at creating materials to showcase the platform to potential customers.
Together with other team members taking on demos and organising pilots for potential new clients.
> Tracking and Sales Oversight
You will ensure the wider team has comprehensive oversight of sales activities and you will contribute to informed decision-making within the company.
Maintain and update our systems and CRM, ensuring accurate and up-to-date information is available to the broader team. Provide a comprehensive overview of our pipeline, including new leads, pending quotes, and ongoing projects.
Gather key metrics related to sales performance and engagement, presenting them internally during company meetings, offering insights that inform strategic decisions.
Collaborate with the wider team to refine sales processes, aiming to improve efficiency and effectiveness.
> Product Development
You will contribute to refining and enhancing our product. Your engagement in various stages of development and communication highlights your contribution to creating a user-focused, innovative platform.
Actively contribute by identifying gaps in functionality and user experience, and feed these insights into our development pipeline.
Organise feedback sessions with new and existing customers
Participate in internal product workshops, leveraging your firsthand customer insights to provide input that shapes the evolution of our offer.
Establish effective lines of communication with key clients, ensuring they are informed about upcoming pipeline developments and enhancements to our product.
Work closely with our tech team to test new functionalities on both the app and platform.
Keep our online platform guidebook and other resources up to date by consistently updating them with the latest product features and developments. This guarantees that our customers have always access to accurate and current information.
> Social Media, Marketing and Events
Your contributions will extend beyond customer success, shaping our external presence and fostering strategic relationships. By getting involved in content creation, event coordination, and industry presence, you will amplify Field Notes’ impact within the industry,
Contribute to the development of content for our social media channels, ensuring a consistent and engaging online presence that resonates with our audience.
Stay informed about competitors’ social media activities, event participation, and evolving strategies.
Monitor our social media performance, extracting key metrics to be presented during company meetings. Your insights will guide strategic decisions and enhance our digital outreach.
Play a pivotal role in event organisation, from identifying relevant industry events for Field Notes to liaising with event organisers.
Attend industry events, whether physically or digitally, to remain connected with industry trends, network with peers, and showcase Field Notes’ capabilities.
Coordinate the Field Notes Academy initiative, maintaining contact with students and exploring speaking opportunities at universities. Your involvement will help promote our brand within educational circles.
> >Person specification and requirements
2-3 years of experience in a customer success or an account management role, with a focus on delivering exceptional service and support.
While not mandatory, a market research / agency background would be preferable.
SaaS experience preferable.
Strong organisational skills to manage project timelines and customer interactions effectively.
Excellent communication skills, both written and verbal.
Tech-savvy and interested in tech with the ability to quickly grasp and convey product features and benefits.
Detail-oriented and proactive problem solver.
Ability to work collaboratively within cross-functional teams.
> Other requirements:
Legal right to live and work in the UK.
In-person onboarding in central London during the first 4 weeks in the job.
If working remotely, you need to be available to join company meetings twice a month in Hackney and South Bank, as well as in-person customer meetings in London (approx. twice per month)
Competitive salary and benefits package.
Opportunity to work with cutting-edge technology and contribute to a rapidly growing platform.
Collaborative and supportive work environment fostering personal and professional growth.
Flexibility to work remotely or hybrid.