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Customer Success Manager

We’re looking for Customer Success Manager to join a fast growing RegTech startup.

At PassFort, we share a powerful vision to enable businesses & individuals to establish trust online. We currently do this by giving regulated businesses the tools they need to automate and digitalise the onboarding, verification and management of their customers - that means customers can be onboarded in real-time, without ever having met in person.

And this is just the beginning - our technology allows us to define what ‘trust’ means across the digital economy. Our long term aim is to create a single network where people and businesses can share their digital identity securely and interchangeably - whether they’re applying for a mortgage, listing on the stock market, or applying for a new job. We're transforming how trust is established online, in the same way that Salesforce transformed sales, Stripe transformed payments and AWS transformed DevOps.

What you’ll be doing

As our first Customer Success Manager, we want you to be a trusted advisor to our customers. You’ll have a fantastic understanding of individual businesses, and the different needs of a diverse customer base.

You’ll help to shape, and closely monitor, our customer health metrics and how each customer will measure success. At any point in time you will be able to assess the health of customers and any potential risk.  Your strong relationships with customers will provide valuable insight into up-sell opportunities, which you’ll directly own and be targeted on. You’ll play a significant role in achieving our revenue goals (however you’ll only ever sell based on value to the customer, never just for the sake of it!).

You’ll be a customer champion internally, using feedback and data to have a real impact on strategy and process across the business, and understand how we can better predict customer behaviour and protect against churn. You’ll get exposure to a range of different functions across the business, working closely with Solutions Engineers, Sales, Technical Writers and Customer Support to ensure a fantastic customer experience.    

What we’re looking for

  • You have experience in a customer success role in a B2B Saas company
  • You have experience successfully working towards a target
  • You are analytical and data driven
  • You have excellent communication skills and are able to build strong relationships internally and externally
  • You are a self-starter and love autonomy and ownership in your role
  • You are user-centric - you genuinely care about customer satisfaction and how we can deliver this as a business, and you’ll measure your success by the customer’s success
  • Desirable - experience in a startup, or similar dynamic culture

The Perks

  • Equity! We want you to succeed as we do
  • Great location - we’re situated in a WeWork near Blackfriars with a fantastic view of the Thames
  • An annual learning & development budget to spend on professional or personal development, we’re invested in both
  • Birthday off - relax and put your feet up
  • Dental cover
  • Access to Perkbox - discounts to services and products (and honestly it’s fantastic)
  • Equally Enhanced Maternity/Paternity/Shared Leave pay
  • Generous holiday entitlement
  • Pension contributions - investing in your future is important
  • Pick your own equipment and kit
  • Biscuits… we’re a bit obsessed. We have a weekly ‘guest’ biscuit to broaden your biscuit horizons.


Apply for this job

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We invest in our people to ensure they know they're valued

  • Equity

    We want you to grow and succeed as we do

  • Investing in your development

    We offer an annual learning and development budget, so you can work towards personal and professional goals

  • 'What else?' you say?

    You'll get your birthday off

    You'll have access to hundreds of discounts to different products and services - health insurance, gym memberships, tech, fashion, food, drink... it's endless!

    Dental Cover to keep you smiling

    Equally enhanced Maternity/Paternity and Shared Leave pay

    We'll supplement your paid leave with unlimited unpaid leave

    You'll have a budget to pick your own equipment

    Finally - pension contributions, because investing in your future is important!

Workplace and Culture

There's lots we do towards building a great culture here, but a few things stand out

  • We have a pretty nifty office between Old Spitalfields Market and Brick Lane - foodies paradise!
  • We're flexible on working hours
  • We're a social bunch, with monthly team events, lunches, Friday drinks, or company events
  • We're a bit biscuit obsessed - expect to eat a lot of them
  • We're building our PassFort library, so we nominate monthly what books we'd all like added! 

Already working at PassFort?

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