Customer Support Manager (Customer Success) UK Founded Series A SaaS Launching Into US Remote
The Company This UK founded Series SaaS scale-up is shaking up the way eCommerce retailers do business. They have grown from 40 to 90 heads in the last year and this is only the beginning of what is going to be an amazing growth story. With proven product market fit, a recently completed investment round, and fantastic sales trajectory, they are now looking to make their first hires outside of the UK and embark on building a best-in-class team in North America. They already have a huge client footprint in place. In fact, most of their existing customers are based there, and now is the right time to support this major expansion with experienced boots on the ground. It's important to note that you won't be on your own - they are simultaneously recruiting for a range of CS, Partnerships and Sales roles - with the view of having a team of 6-10 in place this year this followed by serious growth in 2022. We are immediately looking for a Customer Support Manager (Customer Success). The RoleYou'll be the first line of support for US-based customers. You'll guide customers when they have difficulty integrating products and features and be on hand to answer technical queries. You'll help with debugging technical issues and writing bug tickets for our Application Support Engineers and developers and advise customers on what is and isn't possible using their APIs and SDKs - and how to get there.You'll contribute to a rolling team initiative to improve public documentation as they build out and improve self-serve solutions. But the role will be about so much more than simply owning customer support, as being one of the first employees on the ground in the US you'll be ideally placed to develop the systems, processes, and ways of working required to support our international growth! You will work closely with the Director of Customer Success to help establish the Customer Success team in North America and leverage your experience to improve the Global Customer Success group.This is a pivotal role with high visibility from the leadership team that offers multiple significant progression opportunities. The Person We're looking for proven experience working in a client-facing technical support role and be able to demonstrate a strong troubleshooting mindset. You'll be able to demonstrate a deep understanding of SaaS technologies and success methodologies. As this is a remote role you should have proven experience working effectively in a distributed team and have a true enjoyment of remote work. If you thrive working in an office with your team each day this likely won't be for you. You should be extremely comfortable owning strategically important customers and dealing with senior stakeholders daily. Ideally, you have experience or exposure to eCommerce ecosystems; however, this would be a bonus rather than an essential requirement. There is a learning culture through the whole business and self-development drives you, and you're always looking for ways to enhance your knowledge and experience and you have the skill to apply your learnings within the team. And finally, data is your default. Gut feel is great (sometimes it's all you have!), but your default position is to look at the data. You should be as comfortable in an excel sheet (or equivalent) as you are working with clients.