Customer Success Manager

Plinth; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Plinth, a fast-growing London-based tech startup, is hiring a Customer Success Manager to lead onboarding from kick-off to go-live for charities, foundations, and local government clients. You’ll work with a small, ambitious team and directly influence how quickly new clients extract value from our platform.

You’ll meet clients where they are, navigate diverse procurement processes, and design scalable processes.

Qualifications

• Coaching or tutoring experience to guide others
• Hospitality mindset with service and de-escalation skills
• Event/production management to juggle moving pieces and pivot fast
• Experience in community organising or activism and working with limited resources
• Consulting mindset: parachuting into chaos and extracting tasks
• User research or UX skills to understand needs and translate feedback
• Knowledge of the charity sector is a strong advantage and helpful for data migrations
• Technical experience with data migrations can help manage client transitions

Responsibilities

• Lead onboarding from kickoff to go-live and drive early value for clients

Skills

Coaching / Tutoring

Hospitality management

Event/production management

Community organising/activism

Consulting

User research/UX

Knowledge of charity sector

Data migrations

Job description

Customer Success Manager

Plinth is a fast-growing tech startup working with charities, foundations and local government. Small and local charities are highly effective but largely hidden. They have no spare time and no spare money. We're building the tools these organisations need and shining a light on the work they do. Read more on our blog. We're growing fast. 3-4x this year. We get 7+ new clients a month and we're shipping new features every few days. This means things move quickly and your work directly shapes how we scale. You'll have real responsibility from day one. It's really impactful work. Our clients are charities and grassroots organisations across the UK, and soon internationally. When you help them succeed with our platform, you're directly amplifying their impact. Every successful onboarding means a charity spends less time fighting with their systems and more time on their actual mission.

You'll work with impressive people. Our team is talented, collaborative and slightly strange(?). We value impact, speed and openness. We work in person in our office in Old Street because we genuinely enjoy each other's company (most of the time). It's a high trust, creative space where if you think something's a good idea, you just go do it.

You need to be able to:

• Work both fast and slow: You'll navigate slow public sector procurement cycles one minute, then help us ship a new feature over lunch the next. The whiplash is intense but it keeps things interesting.
• Keep it real: You'll be getting the train to community centres and youth clubs where the heating doesn't work and where the paint is peeling off the walls. It's rarely glamourous. You need to be willing to meet clients where they are, literally and figuratively.
• Listen to problems, ignore solutions: Clients will tell you exactly what they think they need. Your job is to understand the actual problem and guide them to what will really work, even when they're convinced they already know the answer. This requires self-confidence, understanding of the platform and genuine listening in equal measure.
• Teach people: Most of our clients don't love shiny gadgets. If you're the kind of person who enjoys teaching your gran to use a smartphone, this is ideal. You need to explain some fairly complex systems clearly without being condescending and still getting user adoption.
• Automate and document yourself away: We're small and growing fast. Build systems and processes that make your job increasingly redundant. There's always plenty more to do.
• Understand the difference between "urgent" and URGENT - When you're managing 4-8 concurrent client projects and everyone thinks their issue is critical, you need to distinguish between what must happen for launch versus what can wait. This is harder than it sounds.
• Grow with the role: we need someone who is comfortable with our clients and team doubling every 6 months. Your role will rapidly change to reflect that, but it leaves you with lots of room to grow in responsibility.

What kind of background do we think would be a good fit?

• Coaching / Tutoring: You know how to meet people where they are and guide them to better outcomes
• Hospitality management: Service mindset, de-escalation skills, managing expectations when things don't go to plan, letting the customer think they're right when they aren't
• Event/production management: Used to juggling moving pieces, keeping stakeholders calm, making last-minute pivots when things go wrong
• Community organising/activism: Already comfortable in the spaces you'll be visiting, get the mission, used to working with limited resources
• Consulting: You're used to parachuting into chaos, extracting actionable tasks, and keeping multiple clients calm simultaneously
• User research/UX: Good at understanding what people actually need versus what they say they need, synthesising feedback into actionable insights
• Knowledge of the charity sector is a significant advantage, whether that's as an employee, consultant or as a long term volunteer. It would also definitely be helpful if you have any technical experience to help with managing data migrations.

Importantly, This is a list of suggestions. If you have experience in only some of this, or have only some of these skills, please do apply anyway.

How can you measure your success?

• Speed of getting customers successfully using Plinth: From signed contract to actively using the platform and seeing value.
• Positive recommendations: Clients recommending us positively to their networks - it's a big source of our growth.
• Increasing use of Plinth: Clients expanding how they use the platform over time, not just maintaining baseline usage.

The role Client Onboarding (70%) - Lead onboarding from kick-off to go-live. Break do