Customer Success
with with ZeroHeight
At a glance

zeroheight is a Y Combinator company shaping the future of the UX design industry by allowing any company to have a “design system”.

 
Salary: £45-£65,000 basic salary plus equity
Market: SAAS / B2B
Stage: Early Stage Growth
Company size: 7+
Office: SecondHome, Spitalfields, London E1 5JL
Founded: 2015
Website > https://zeroheight.com/
Highlights
The
Job title:
Customer Success - Employee #1
Company:
ZeroHeight
What they do: 

 

zeroheight makes it easy for teams to document their design system together using beautiful living styleg uides synced with design and code ✏️🎨 

Design systems allow product teams to collaborate on design efficiently and deliver consistent user experiences as they scale.

We're backed by Entrepreneur First, Adobe and Y Combinator and our home is an office with a lot of plants in London, UK 🌱🇬🇧

What you'll do: 
 

We're looking for someone with mid-level/senior experience in a customer-facing role (not necessarily CS) who has the attitude and ambition required to own and lead Customer Success at zeroheight.

Full Job Description

5 reasons why you should apply

  1. We're on a super exciting trajectory. zeroheight is at the cutting edge of the UX industry and thanks to the backing of investors like Y Combinator and Adobe we have everything we need to become the leader in design systems.
     

  2. You get a clear path to leadership. You’ll build up and own the CS function which will make you the obvious person to lead it as zeroheight scales.
     

  3. You'll have a huge impact. This is an opportunity to join a growing design startup as one of the first 10 employees in a role that can truly help the company succeed. That's why it comes with equity.
     

  4. zeroheight users are awesome. They are product-makers themselves so they often go out of their way to share useful feedback.
     

  5. It'll be both rewarding and fun. Being in the early team of a growing startup and seeing it succeed thanks to your efforts is hugely rewarding. Also, startups are fun :)

     

What will you be doing?
 

TLDR: You’ll own the customer success function end-to-end and be the go-to person for all customers.

Here are some of the things involved:
 

Learning
 

Learning about the product, roadmap and industry inside-out to become a true zeroheight expert

Supporting
 

Answering questions, onboarding customers, reporting bugs, solving billing issues and creating help resources for users

Managing feedback
 

Keeping track of feature requests and reporting them back to the product team

 

Measuring and improving

  • Segmenting customers, analyzing usage data and reporting on CS metrics such as retention, churn and expansion
     

  • Owning renewal and using data to proactively check in with customers
     

  • Owning expansion and using data to proactively find upsell opportunities

     

Managing enterprise relationships

Responding to pricing inquiries, gathering requirements, doing demos, owning the enterprise pipeline and helping with procurement
 

Are we a good match?
 

👩‍❤️‍👩 You're looking for a serious relationship
 

You want to get stuck in and work somewhere long enough to have a real impact. You're super ambitious and not afraid to be autonomous, own the customer success function and take on more responsibilities as the company grows.
 

✨ You’re great with customers
 

You're great at communicating with customers: listening, empathizing, prioritizing and speaking/writing clearly and concisely

🖥 You're design-and-development literate
 

Think of it the same as what a zeroheight product manager would need to know to do their job effectively. Do you have the ability to quickly become a true zeroheight expert?
 

📱 You love products and all things UX
 

Are you excited to spend the next few years continuously learning everything you can about UX design and best practices in design systems?
 

📊 You speak B2B SaaS
 

You understand the role customer success plays and are familiar with things like churn, retention, expansion, NPS etc.

Let's make this happen!

About us
 

Company perks
 

  • Flexible working hours and work-from-home culture

  • Free boxing, HIIT, yoga, wellness and fitness activities

  • Lunch out with the team every month

  • £1k yearly education budget for online courses and conferences

  • Generous new starter budget to spend on your workspace

  • Unlimited free books

 

 

About the team


 

👨‍👩‍👧‍👧 We're a (growing!) team of 2 co-founders, 2 product engineers and a senior product designer

🤸‍♂️ We have a flexible work-from-home culture and no fixed work hours — we value ownership and judge people by what they deliver, not how many hours we see each other in the office

🌱 We're based in a lovely co-working space in London called Second Home — it's a unique, inspiring place with many, many plants, curved walls and a lovely community of people (and showers!)

🎨 We're design-driven — we think outstanding design gives companies a competitive advantage so we take a lot of pride in the product we're building and listen very carefully to what our users want

😂 We're pretty light-hearted and don't take ourselves very seriously

🌮 We eat lunch together

😴 We avoid long and/or unnecessary meetings and we value asynchronous communication and uninterrupted periods of deep work

📆 We use sprints and issues to track work, but don't go overboard with agile and only introduce processes when it's actually necessary

🎉 It's easy to always focus on the problem that's around the corner even when making great progress, so we make sure to celebrate small wins!

About zeroheight

There is a fundamental shift in the UX industry towards using "design systems" to build products, aka systems of reusable design components that allow companies to create and ship user interfaces much more efficiently. All the leading design-driven companies have one, and we believe that in the future every company will.

But there's a problem — most companies don't have the resources to do it all themselves. This is where zeroheight comes in: we make it possible for any company in the world to have the same quality of design system tools that companies like Facebook and Google have.

How to apply...

Full managed

 

We take care of the entire process for you so we can manage and remove poor experiences like ghosting, no feedback, no updates and so on  🙌

 

All you have to do is let your Relationship Manager know you’re interested, ask them any questions you have and they will take care of the rest.

Straight to the front

From there, what’s next is super simple  😇

If you like the initial sound of the company/ role. We then act as your “in” with them and set up an initial phone chat with you and the Hiring Manager there. 

 

The chat will be pretty informal and should only last 10-15 minutes - It's a fact find for both of you. 

 

More than prepared 

 

Before the call we will send you EVERYTHING you'll need to know about the company / who they are looking for / format of the call and so on. 

 

You will be fully prepared and know what to expect at every stage 😀