Customer Success Lead

Focaldata Ltd; London; On-site; GBP 40,000 - 80,000; Full time

Job description

We at Focaldata are on a mission to close the "understanding gap" between what organisations believe about people and reality. By leveraging AI, we provide deeper, more accurate insights at a fraction of the cost and time of traditional methods.

We have built an amazing team of research industry experts and great engineers to reimagine what is possible in research. We do impactful work with amazing organisations ranging from well-known brands to life-changing non-profits. Join us!

Focaldata is looking for a Customer Success Lead for Focaldata AI — our AI co-worker for consumer insight. Over the last 12 months, we’ve onboarded some of the biggest names in the consumer world including Estee Lauder and Fox. You’ll be responsible for delivering best-in-class support to customers to support sales and drive retention and expansion (around 70% of your time) as well as working hands-on with the Product team to bring your consumer qualitative research expertise into our AI coworker (30%).

What you’ll be doing

• Delivering a delightful trial and onboarding experience. You’ll spend the majority of your time helping self-serve customers get value from the product: you’ll be the product expert and an expert consumer insight consultant to the customer as they begin their journey with Focaldata.
• Advancing the quality of the AI co-worker’s qualitative AI research across a range of consumer use cases. You’ll help shape the product by collaborating directly with the Product and Engineering teams, helping challenge our AI product to truly feel like working with an experienced human researcher. From hands-on prompt engineering to writing best practices for particular use cases, you’ll help deliver improvements in capability and customer experience.
• Account management and sales. You’ll work with our CEO and Head of Growth supporting on late-stage deals and then be the customer’s main day-to-day contact point from the initial onboarding and onwards. You’ll also own your own new business opportunities outright.
• CS design and strategy. You'll support in building the foundation of our customer success strategy, working out how we’ll achieve best-in-class retention and expansion and maintain the happiest customer base possible. You’ll create best-in-class deployment and education guides and processes, initially hand-holding customers through the process, and later allowing them to self-serve.

Who you are

• You’re an expert, authoritative consumer researcher with strong qualitative research experience across a range of qualitative techniques, excited about building a new way of doing qualitative research. You know how to translate a client’s business objective into a highly impactful first product experience and insight.
• 4-7 years of customer success or consumer insight experience and you can point to examples where you have gone above and beyond for clients or other stakeholders.
• Ability to get things done and help build a Customer Success function for Focaldata AI from the ground up.
• Do whatever it takes to support and champion our customers in their journey with Focaldata AI.
• Excited to sell to customers and lead demos on your own from an early stage.
• Excited about the potential of AI, and to collaborate with our Product & Engineering teams creating the AI coworker, using your domain expertise to inform how we design, run and analyse consumer research using AI.
• Keen to get hands-on experience in shaping AI systems, including testing and feeding back consumer experience on our system to improve its knowledge and effectiveness.
• You’re an outstanding communicator: verbal, written, and when presenting. You are able to be clear & concise even when explaining complex things.

Please note that we're a predominantly in-office (4 days a week).

Focaldata is an equal opportunities employer. We believe in the value of a diverse and inclusive workforce for our business, team and customers. We encourage all applications regardless of age, disability, gender, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation.

We also understand that certain groups may not feel empowered to apply unless they match every single requirement. Please do apply even if you don't match 100% of every single requirement!