Customer Success Manager

If your a Customer Success Manager within a SaaS business then please read below 24th May, 2024 Customer Success Manager (SaaS / TECH / SOFTWARE START-UPS) London / Hybrid - £60,000 to £80,000 + 20% OTE
About us Established in 2022, VeUP is a results-oriented global team of former startup founders, cloud and technical experts, go-to-market specialists, venture capitalists, and business operations leaders. We have built a global team of industry experts that are aligned by one goal: to help startups scale UP.
As experienced tech founders ourselves, we understand that startups can use help on their scale UP journey. VeUP’s unique business model enables us to surround tech startups with a limitless range of value-added services, at costs that startups can actually afford. VeUP has thoughtfully combined unparalleled expertise, services, and infrastructure under one roof.
Our rapidly expanding global team is currently building out locations in UAE/Abu Dhabi, London and Austin. As part of a holistic founder friendly approach and service, we have a unique opportunity to offer a range of products and services to SaaS and ISVs the world over.
About the role As VeUP begins to globally scale and expand our customer base, we are looking to build out a “best in class” customer success function, that delivers value to our customers and supports the VeUP vision.
Reporting into the Head of Customer Success & Services, the Customer Success Manager (CSM), will support the build out of the new Customer Success function and help embed customer success as an organisational wide imperative. In this role you will play a key role helping execute our new Customer Success strategy that ensures a smooth transition from sales to driving long term engagement and value delivery through services engagements. This will be done through a consultative approach where you become a trusted partner and drive value that positively changes the arc of their business success.
You will help design and build out our CS processes, playbooks, customer education and content strategy and play a key role as the voice of the customer that feeds our continuous improvement and customer insights programs. Your role involves the essential customer facing role along with coordinating various internal functions, practices and select 3rd party partners.
Looking forward, we want the VeUP customer success model to be something that we can design, build, operate and potentially transfer into a future service offering.
Key responsibilities include:
Support the design and implementation of our new customer processes, automations, and ensure they are adopted in a way that they enhance our customer's experience.Create and build out playbooks across the various customers stages, segments and service offerings.Work with founders, and their teams, multi-threading, to get to really know our customers, their business, their pain points and objectives. Feeding this back into the wider VeUP business to ensure we can support them.From the first moment with the customer, you will work consultatively to discover unmet customer needs and opportunities.Work with the broader GTM pod to proactively drive account planning and success plans activities across our customer base and introducing the broader VeUP Services portfolio and curated partner ecosystem at the right time to maximise value delivery, realisation and acknowledgement.Working alongside the VeUP Sales and Services teams to introduce and collaborate with them on customer opportunities.Work hand-in-glove with colleagues across sales, marketing, product, services and operations to ensure the customer voice is heard loud and clear and that our collective efforts are directed towards delivering customer outcomes.Provide data, actionable insights and reports on customers and key performance indicators that supports our mission to empower startups in scaling their business. Collaborate closely with the operations team to improve our data quality, optimize Salesforce that help gather insights that enhance the VeUP customer journey and support our strategic endeavours.Curate relevant third-party content e.g. industry news and best practices to provide additional value to customers.
24th May, 2024 Customer Success Manager (SaaS / TECH / SOFTWARE START-UPS) London / Hybrid - £60,000 to £80,000 + 20% OTE
About us Established in 2022, VeUP is a results-oriented global team of former startup founders, cloud and technical experts, go-to-market specialists, venture capitalists, and business operations leaders. We have built a global team of industry experts that are aligned by one goal: to help startups scale UP.
As experienced tech founders ourselves, we understand that startups can use help on their scale UP journey. VeUP’s unique business model enables us to surround tech startups with a limitless range of value-added services, at costs that startups can actually afford. VeUP has thoughtfully combined unparalleled expertise, services, and infrastructure under one roof.
Our rapidly expanding global team is currently building out locations in UAE/Abu Dhabi, London and Austin. As part of a holistic founder friendly approach and service, we have a unique opportunity to offer a range of products and services to SaaS and ISVs the world over.
About the role As VeUP begins to globally scale and expand our customer base, we are looking to build out a “best in class” customer success function, that delivers value to our customers and supports the VeUP vision.
Reporting into the Head of Customer Success & Services, the Customer Success Manager (CSM), will support the build out of the new Customer Success function and help embed customer success as an organisational wide imperative. In this role you will play a key role helping execute our new Customer Success strategy that ensures a smooth transition from sales to driving long term engagement and value delivery through services engagements. This will be done through a consultative approach where you become a trusted partner and drive value that positively changes the arc of their business success.
You will help design and build out our CS processes, playbooks, customer education and content strategy and play a key role as the voice of the customer that feeds our continuous improvement and customer insights programs. Your role involves the essential customer facing role along with coordinating various internal functions, practices and select 3rd party partners.
Looking forward, we want the VeUP customer success model to be something that we can design, build, operate and potentially transfer into a future service offering.
Key responsibilities include:
Support the design and implementation of our new customer processes, automations, and ensure they are adopted in a way that they enhance our customer's experience.Create and build out playbooks across the various customers stages, segments and service offerings.Work with founders, and their teams, multi-threading, to get to really know our customers, their business, their pain points and objectives. Feeding this back into the wider VeUP business to ensure we can support them.From the first moment with the customer, you will work consultatively to discover unmet customer needs and opportunities.Work with the broader GTM pod to proactively drive account planning and success plans activities across our customer base and introducing the broader VeUP Services portfolio and curated partner ecosystem at the right time to maximise value delivery, realisation and acknowledgement.Working alongside the VeUP Sales and Services teams to introduce and collaborate with them on customer opportunities.Work hand-in-glove with colleagues across sales, marketing, product, services and operations to ensure the customer voice is heard loud and clear and that our collective efforts are directed towards delivering customer outcomes.Provide data, actionable insights and reports on customers and key performance indicators that supports our mission to empower startups in scaling their business. Collaborate closely with the operations team to improve our data quality, optimize Salesforce that help gather insights that enhance the VeUP customer journey and support our strategic endeavours.Curate relevant third-party content e.g. industry news and best practices to provide additional value to customers. The ideal candidate for VeUP should have extensive experience in establishing customer success functions, particularly in early-stage ISVs/SaaS or consulting/professional services firms. They should be interested in leadership roles, potentially managing a team of CSMs. Commercially savvy, they should excel in uncovering client needs, collaborating with Account Directors to generate business opportunities. They should demonstrate a commitment to personal and professional growth, taking ownership of improving internal operations for enhanced customer experiences. Experience with diverse customer bases and cross-functional collaboration is key. They should thrive in dynamic startup environments, displaying initiative in problem-solving and adaptability to ambiguity. Strong analytical skills are essential, enabling them to distil complex data into actionable insights and effectively communicate findings. Previous experience in early-stage startups and a passion for staying updated with Customer Success trends are advantageous. Overall, a genuine passion for Customer Success should underscore their professional ethos.
You will be joining Veup at a really interesting time. Like our clients we are in hyper scale up mode globally. Unparalleled career opportunities, ongoing learning and development opportunities and mentoring and coaching from ex-founders and highly experienced professionals in your field can be taken as a given.
Your package comprises a base salary ranging from £60,000 to £80,000, + 20% OTE. Additionally, you'll benefit from a company pension scheme, 33 days of annual leave (inclusive of statutory holidays), private health care coverage, complimentary office snacks and beverages, and a hybrid/flexible work model promoting both in-office presence and remote work opportunities.
For applications, kindly forward your resume to our Talent Partner Jake WebsterApply For Job#J-18808-Ljbffr

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