Mid-level Customer Success Manager (UK)

Overview

We are looking to grow our Customer Success team with an additional Customer Success Manager (CSM) based in the UK. Experience in an account management/customer success role is required since we are looking for a middleweight team member. The CSM works closely with both the Peppered consultants, designers and the R&D team. Team composition:

• 1x Lead


• 4x Customer Success Managers


• 2x Peppered Consultants

Responsibilities and approach

The Customer Success Manager is pivotal in nurturing and strengthening client relationships. With a main focus on ensuring customer satisfaction and retention, the CSM serves as the main point of contact post-sales, guiding clients through their journey, resolving any issues, and ensuring they harness the full potential of our SaaS products. The CSM is a good account manager who is not afraid of 1st line support and always able to keep a clear head when needed. The CSM also has a touch of project management to be able to assist (new) customers with their onboarding, help with integrations or redesign projects. Overall, the CSM is responsible for client happiness/customer satisfaction. A good CSM doesn't simply relay what a customer says they need, but is able to understand the 'why' behind and knows when to push back or offer (better) alternatives using existing solutions and inspiration from other customers.

Kelly, one of our Customer Success Managers in the UK, shares: "My favourite aspect of working in this role is getting to work alongside a wide variety of Cultural organisations of different sizes, genres and even locations! Supporting them to reach their goals by helping them make the most of the Peppered tools."

English: at least C1

Main responsibilities include:

• Account Management: Establishing and cultivating strong relationships with clients to understand their unique needs and objectives, matching these to our solutions. Identifying opportunities for upselling or cross-selling based on client needs.


• Community Management: With our strong focus on culture, it's not only about the relationship we have, but also about fostering the community of likeminded cultural organisations - bring together venues across the world to play into the collectiveness.


• 1st line of support: Supporting clients through our support portal (all CSM's take turns on 'ticket watch') and providing training/webinars to new and existing clients. Gathering client feedback on the product and services, and channelling it to the relevant teams for continuous improvement.


• Project Management: Seeing a new implementation and client onboarding through from the sales handover to ongoing relationship, or working with an existing client on an exciting new journey. Thanks to our specialized SaaS offering, project management is relatively straight forward.


• Client Advocacy: Collaborating with the Marketing team to highlight customer success stories, and serving as the voice of the customer, or better yet the community, within the organisation and between customers.

Bonus points if you have

• An understanding or strong passion for the arts and culture industry.


• Previous experience in a similar role for a SaaS product.


• A degree in a relevant field.


• Language proficiency in the Dutch language

What's in it for you?

• Work in a fast-growing scale-up, with an exciting perspective and potential for further international growth


• CultureSuite is a company that is active and specialised in one of the most beautiful sectors - culture (theatre, art, music, film, museums), so you come across the best organisations and meet the most inspiring people, who share the same thing from various backgrounds: love for culture and the value that art can have in a society


• A laptop at your disposal (which can be used for private use as well)


• Pension Programme: A contributory pension scheme with a 50/50 company-employee contribution


• A comprehensive health insurance package post probation period, which includes health checkups


• Work (mainly) remote


• Official parental leave: to help balance family and work life.


• In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times


• CultureSuite has offices in the UK and the Netherlands. For this vacancy, candidates are sought in the UK. Further primary and secondary employment conditions are therefore subject to local guidelines and regulations (such as vacation days and coverage of certain expenses/benefits).

We're an equal opportunity employer and diversity is extremely important to us. We never discriminate on the basis of gender, age, race, religion, national origin, sexual orientation, marital status, or disability status. We're committed to removing invisible barriers. We are happy to make any adjustments we can to better support you.

Your Location

We are a hybrid/remote team based in the UK and Netherlands. For this role, we're looking for a colleague based in the UK. Candidates must be legally authorised to work within the UK or Netherlands without the need for CultureSuite's sponsorship for an immigration-related employment benefit (i.e. work visa, work permit, etc.).

We value face-to-face interactions to achieve our mission and bring out the best in each other, and so a willingness to travel is highly desirable.

How to apply

If this sounds like the next step you've been looking for in your career, please send us your CV and a cover letter telling us about your experience and what makes you right for the role (paying close attention to the responsibilities and language proficiency sections above).