Customer Success Manager

Role: Customer Success Manager – B2B SaaS (full-time)Location: Flexible hybrid – 2/3 days in our London Shoreditch office with the team + 2/3 WFHSalary: £36,000 base + commission (renewal rate bonus, NPS bonus and a percentage of monthly growth)About FaultFixersFaultFixers is a multi-award winning property and facilities maintenance management software. Our customers use FaultFixers to digitise their entire maintenance operations across their site(s), helping them track and manage repairs, automate their pre-scheduled compliance tasks, and manage their assets.We help teams to toss the paper and ditch the spreadsheets in what is a universally and traditionally paper-driven sector 😱.Often property and maintenance is the second-largest expense after staff costs, and yet tech options are outdated or non-existent.Maintenance is ripe for disruption, and we're at the forefront of this space 🚀FaultFixers' JourneyWe really kicked things up a notch in 2020 and have achieved rapid growth since, working with all sorts of clients including Care Homes, Schools, Property Developers, Maintenance Contractors, Retail/Shopping Centres and many other sectors - essentially any business that manages property. Our largest client is the UK Foreign Office and our smallest is a pest control man-in-a-van.We tackle the white space where customers have outgrown managing by spreadsheet, but don't have £millions to spend on blue-chip software.We're backed by a hugely successful set of angels/investors/founders, as well as several FTSE 100 industry veteran advisors. The team is currently 15 strong, but we're looking to grow in the next 12 months.The roleYou'll own the customer relationship from the day they sign, through onboarding and training, to ongoing support and long-term success.We used to run onboarding and customer success as two separate functions. We've brought them together because customers get a better experience when one person knows their setup, their team and their goals throughout their whole time with FaultFixers. There are no handovers and nothing gets lost.You'll join a small Customer Success team, reporting to our CTO and working closely with the product team. We release frequently, so staying up to date with product developments is a core part of the job.You'll also have a direct say in what we build. You'll bring customer feedback to the product team, in some cases get customers to vote on features, and the Customer Success team has its own vote on our feature roadmap.The role is highly varied, and you'll very quickly become a FaultFixers super-user.What the job involvesOnboarding and implementationProject manage new account implementations - Own each implementation from kick-off to go-live, keeping the customer and our team on track so they are using FaultFixers as soon as possible.Set up and configure accounts - Create and configure client accounts, including initial setup, building templates and importing data.Run kick-off and training calls - Lead kick-off (KO) calls and run training and demo sessions with new customers and their teams.Ongoing customer successRun Quarterly Business Reviews (QBRs) - Check in with customers each quarter to understand their needs, share reports and recommendations, and make sure they are getting value from FaultFixers.Hold client catch-ups as requested - Meet customers whenever they ask, then follow up with post catch-up support and nurturing.Own renewals - Instigate renewal conversations, define contracts and prepare quotes, encouraging longer terms and higher site and user counts.Manage subscriptions - Understand how customer subscriptions work and how changes flow through our billing system (Stripe).SupportSupport customers day to day - Respond to customer questions and issues in a timely, professional manner through our Intercom support chat, email and phone.Troubleshoot and test - Investigate product issues, work with the tech team on a resolution, and test fixes for quality assurance.Manage the knowledge base - Keep our help docs, how-to guides, videos and product tours up to date as the product changes.ProductStay on top of every release - We ship frequently. Learn FaultFixers inside and out and keep up with each product development so you can answer any question a customer throws at you.Be the voice of the customer - Feed customer feedback to the product team, get customers voting on features where it helps, and use the Customer Success team's vote on our feature roadmap.Everything elseTake on special projects - Lead or support big one-off projects as required, plus process improvement, documentation and account audits.Operate in a startup environment - Be willing to roll your sleeves up with a bit of everything else, as is the nature of a funded and fast-growing tech startup.Who you areYou have excellent verbal and written communication skills, and are confident leading calls and training sessionsYou are organised and methodical, with the project management skills to run several implementations at once and take initiativeYou enjoy getting to the bottom of a problem and explaining the answer clearlyYou are comfortable having commercial conversations about renewals, contracts and pricingYou take a real interest in the product and enjoy turning customer feedback into improvementsYou are comfortable in a fast-paced startup environment where change is constantYou are curious, creative and on the lookout for new ideas, tools and methodsYou are sharp, energetic and have a strong desire to succeed togetherYou are coachable and respond well to feedbackYou are ambitious and excited to grow your skills as the team scalesEverything in this role is learnable, but previous experience would be useful, especially around stakeholder management and communicating with clientsIdeal - implementation or account management experience at another software companyIdeal - experience using HubSpot CRMIdeal - immersed in customer success communitiesApplication processYour application - A CV / LinkedIn profile, plus 2-3 lines on what specifically interests you about FaultFixers.First interview - 30 minutes with our existing Customer Success team.Task - A short exercise to get you looking at our product, e.g. define the perfect customer health scoring system for a B2B SaaS product.Second interview - A session with our founders, using your task as the starting point.We appreciate your time, so we will be as quick as we can with a decision.Applicants must have the right to work in the UK. Sorry, no recruiters or agencies please.Company benefits🏖️ 25 days holiday + local bank holidays + 🎂 your birthday off too💻 Flexible working - a hybrid setup with remote working and access to our London office, with typically 2 days a week in person for collaboration, team catch-ups and meetings🐶 Dog-friendly office in Shoreditch🖥️ Windows or MacBook laptop and monitor for office and at home👷 £500 professional development budget🚀 The opportunity to join a disruptive startup at its scaling stages💰 Competitive salary plus commission - a renewal rate bonus, an NPS bonus and a percentage commission on monthly growth💸 Share options - being a part of our journey means you will own a piece of FaultFixers with share options - our success is your success🏦 Pension contributions🚀 Work directly with the Founders to shape the business's future🤝 Regular company socials and team building activities😍 Have a positive impact on thousands of people's lives