Customer Success Manager

Company:  Builder.ai
Location: London
Closing Date: 13/07/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
About BuilderWe’re on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We’ve already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we’ve only just started.Builder.ai was voted as one of 2023’s ‘Most Innovative Companies in AI’ by Fast Company, and won Europas 2022 ‘Scaleup of the Year’. Our team has grown to over 800 people across the world and our recent announcement of $250m Series D funding (and partnership with Microsoft) means there’s never been a more exciting time to become a Builder.Life at Builder.aiAt Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder’s HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let’s-get-stuff-done attitude.In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuildAbout the roleBuilder is looking to grow a team of exceptional Customer Success Managers in the UK who will be responsible for ensuring the ongoing success of customers using our Studio product line.Customer Success Managers partner with customers to ensure they’re able to use the products and services provided by Builder effectively, to achieve their business goals. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.We’re looking for an experienced CSM to support our customers who have created their apps using Builder Studio. Builder Studio empowers our customers to develop their own fully customisable, feature-rich applications. When we create customer applications on Builder Studio, we stack the features they need, using re-usable, Lego-like building blocks to save them time and money that would otherwise be spent creating the same code multiple times. Once these building blocks are in place, the customer can then make all the customisations they want, ensuring every Builder Studio app is unique. All this without our customers ever needing to speak to a developer or agency.But the journey doesn't stop there. Once the customer's app is live, we offer a range of support plans to keep their apps running at optimal performance and growing with their businesses.Ultimately, you will work directly with customers to help solve their problems and continuously demonstrate value from the Builder.ai suite of products. You will work closely with other employees cross functionally to ensure customer questions, concerns and problems are addressed in a timely manner.The successful candidate will be customer focussed, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise customer satisfaction and engagement with our products.You'll be responsible forCollaborating across the organisation to ensure the best outcomes for customers, and continuous alignment with sales, delivery, technical support and product teamsEffectively managing a portfolio of customers, multitasking and prioritising their needs. Conducting regular customer reviews, identifying any early risks and opportunities and escalating them accordinglyEffective ongoing support and resolution of customer queries in a timely manner to drive continued successIdentifying and executing cross sell and upsell opportunities from the Builder.ai ecosystem relevant to customer needsEnsuring the continuous renewal of your clients’ Builder.ai Studio subscriptionWorking collaboratively with marketing in order to identify customer advocates within your portfolioWorking collaboratively with leadership in order to drive customer success processes and best practicesRequirements3+ years proven work experience as a Customer Success Manager or similar customer facing role for a SaaS productAbility to multitask while maintaining attention to detail is keyExceptional ability to communicate and foster positive business relationships, leading to reduced churn, deeper customer engagement and revenue growthExperience working with data to understand trends and formulate action plansAccountability, personal organisation and a high degree of customer empathy are essentialExperience contributing to an early stage customer success team to drive process improvements is preferredBenefitsDiscretionary variable pay or commission scheme dependant on your roleStock options in a $450 million funded Series D scale-up companyHybrid working24 days annual leave + bank holidays2 x Builder family days each yearTime off between Christmas and New YearGenerous Referral Bonus schemePension contributionsPrivate Medical Insurance provided by AXAPrivate Dental Insurance provided by BupaAccess to our Perkbox
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