Description
- Full time
- Permanent
- Remote (work from anywhere within the UK!)
- Starting ASAP
- £45k depending on experience
About Us 👋
Bookwhen is a flexible booking solution used by thousands of customers worldwide. We support a diverse range of customers - from yogis to alpaca walkers and potters to large multinationals! They make the world a more colourful place, and we love helping turn their passions into successful businesses. We're a small team of motivated and autonomous people with an entrepreneurial mindset - creative thinkers focused on quality and collaboration.
Diversity, Equality and Inclusion:
Bookwhen is proudly an equal opportunity employer. We consider all applicants independent of their race, colour, religion, sexual orientation, gender identity, national origin, veteran or disability status.
Requirements
We have an exciting opportunity for an experienced Customer Success Manager to join our team full time. We're looking for someone technically minded, empathetic and passionate about helping people to build and deliver a customer success strategy that delights our customers and reduces churn.
Your responsibilities will be to:
- Embed customer success into everything we do at Bookwhen
- Design our onboarding strategy
- Reduce churn by increasing product engagement
- Take ownership of how our customers find information about the product: help documentation, videos, webinars, newsletters and release notes
- Take ownership of our inbound leads &sales process
- Identify sales and upselling opportunities after sign-up
- Increase brand awareness and referrals through evangelism
- Initiate new customer success strategies at scale
- Collaborate with the product manager to shape our roadmap
- Assist in maintaining our CRM system
- Manage accounts of high-value customers, franchisors and partnerships
- Monitor and advise on support practices and procedures that improve customer satisfaction and brand perception
You are someone who:
- Has worked in customer success for 2+ years in a SaaS business
- Enjoys collaboration and thrives in a team
- Has a creative and holistic approach to problem-solving
- Loves feedback and understands how it benefits your own and others' development
- Has excellent written and verbal communication skills
- Is self-motivated and can work autonomously with little guidance
- Is kind, empathetic, caring and loves to help people
- Is tech-savvy and quick to learn new systems and software
- Acts with integrity, transparency, directness and humility
- Is based in the UK
It would be a bonus if you also:
- Understand the principles of UX
- Have a background in sales or account management
- Have experience working in a remote team
Benefits
- £45k depending on experience
- Annual leave - 33 days per year (you decide if you'd like to use these on bank holidays)
- Working fully remotely
- Pension scheme
- Budget for co-working spaces and office equipment
- Team away days
- Flexible working
- Budget for training and conferences
- Annual allowance for attending Bookwhen hosted classes and courses
- Access to the MoreHappi coaching service