Customer Success Manager
Market: PropTech /SAAS
Company size: 150+
Stage: Hyper Growth
Customer Success Manager
What they do:
We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. Generation Rent means a drastic growth in the number of tenants in the market with higher levels of digital expectation, so there is now more than ever a need for agents to adapt to a changing marketplace.
What you'll do:
You’ll get to know our customers inside out, and ensure we’re always one step ahead of their needs. Supporting our customers, who are changing the way they do business by using Goodlord’s products and services
"See our thought's"
This is where we explain who we think the role would suit and why, a bit about the company culture, growth plans and just some extra added insight for you :)
This is where you can really tell if the company and role is for you...or not.
Graduate Customer Success Manager
Goodlord is looking for a customer-centric and commercially astute recent graduate to join our industry leading Customer Success team.
Our Customer Success team manages our valuable customer relationships, turning estate agents into Goodlord evangelists. They are responsible for helping new customers get to know our platform inside out, and consulting on their early platform use. Once customers are up and running, they make sure agencies maximise the value they're getting from Goodlord. The role is dynamic and varied and daily priorities can change rapidly dependent on customer requirements. To succeed in this role, you will need to think and operate at a strategic level whilst making pragmatic tactical decisions to support day-to-day customer interactions.
In this role, you’ll get to know our customers inside out, and ensure we’re always one step ahead of their needs. This is a fast-paced role where no two days are ever quite the same - on any given day, you’ll be troubleshooting user queries, taking care of customer escalations, working through customer renewals, managing advocacy campaigns and supporting the launch of new product features.
Supporting our customers, who are changing the way they do business by using Goodlord’s products and services
Working proactively on solving challenging external and internal issues to identify and implement creative solutions for our customers
Immersing yourself in the company and building knowledge of our evolving product, ensuring feedback flows from Customer Success to the relevant business and product teams
Working cross-functionally within the company to develop process and improve customer experience
Collaborating with the sales and technology team members to design and implement new product features that reflect the voice of our customers
Up-selling additional product features and longer contracts to existing clients
Using data to measure the success of our training and customer satisfaction.
Skills and experience
Previous experience of a role in commercial/customer success at a Saas business is ideal, though a quick learning graduate eager to fastrack their career in Customer Success is also a great fit.
Impeccable interpersonal skills
Experience demonstrating a flexible approach to problems whilst on the phone or with customers
Analytical and quantitative skills; ability to determine examine quantitative and qualitative feedback and propose solutions
Familiarity with Customer Success KPIs (including churn, MRR, ARR and NPS)
Organised and can juggle working on multiple different projects at once
Where hard work is rewarded.
Learning and development budget
We offer Goodlordians £1000 per year to invest in their personal learning and development, to spend on anything from conferences to courses.
We pay all Goodlordians on or above the UK market average for all roles. We also offer performance-related pay, so how well you perform affects how much you take home each quarter.
Unlimited holiday and flexible time off
We encourage Goodlordians to make use of our unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to your community and pursue your passions.
We partner with Gympass to offer access to gyms and boutique studios across London at a reduced price for Goodlordians, so whether you're a yogi or a boxer, there's something for you.
Bi-weekly coaching with Sanctus to provide Goodlordians with a safe space to talk and support your mental health and personal development.
If you are ready to invest in your future, Goodlord will be right there with you through our Employer Pension Scheme.
Maternity and paternity leave
We offer Goodlordians of all genders a generous three months of fully-paid time off to look after their new arrivals, and when you get back there'll be childcare vouchers to help get your little ones off to a great start.
Purchase cinema tickets at up to 40% off box office prices at over 200 cinemas throughout the UK and Ireland.
Mood-boosting music, team socials, open-plan space with 3 incredibly cute hypoallergenic office dogs.