Customer Success Representative

Black Nova Group; City Of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A growing startup in construction technology is seeking a Customer Success Representative to enhance customer satisfaction and ensure onboarding success. In this hybrid role, you'll develop strong relationships with customers, manage their expectations, and facilitate training and support to foster long-term engagement. The ideal candidate will have excellent spoken English, exceptional interpersonal skills, and a passion for customer success.

Benefits

High-impact role in a fast-growing startup

Autonomy and responsibility from day one

Close collaboration with founders and teams

Opportunities for growth into leadership

Culture valuing feedback and shared success

Qualifications

• Fluent in English, able to communicate with international customers.
• Experience in building and maintaining customer relationships.
• Skilled in setting and managing customer expectations effectively.
• Ability to solve problems and think critically to prevent future issues.
• Self-starter capable of managing tasks independently.
• Familiar with B2B SaaS platforms, advantageous experience.
• Desire to learn customer industries and challenges.
• Ability to use data to assess customer engagement.

Responsibilities

• Lead onboarding journey for new customers.
• Manage a portfolio of customer accounts for satisfaction.
• Deliver training and share best practices with customers.
• Monitor customer activity for potential risks and issues.
• Capture feedback and influence product directions.
• Keep internal systems organized and updated.
• Collaborate across functions for a seamless experience.
• Refine internal processes and tools for efficiency.
• Stay updated on AI and automation trends.

Skills

Excellent Spoken English

Strong Interpersonal & Relationship Management Skills

Customer Expectation Management

Problem Solving & Critical Thinking

Autonomous & Accountable

SaaS/Software Experience

Curiosity & Willingness to Learn

Analytical Thinking

Tools

Monday.com

Freshdesk

Job description

Customer Success · Varicon Nepal Office · Hybrid

Customer Success Representative

About Us:

Varicon is a rapidly growing, venture-backed startup that provides innovative software solutions for the construction industry. We’re on a mission to simplify complex operational workflows for construction businesses. As a Customer Success Representative, you’ll play a key role in helping our customers succeed — from onboarding through to long-term engagement.

We work in a fast-paced, collaborative, and purpose-driven environment — and we’re looking for someone who shares our values and is ready to grow with us.

Key Qualifications:

• Excellent Spoken English (Priority): Must be highly fluent and comfortable communicating with Australian and international customers.

• Strong Interpersonal & Relationship Management Skills: Proven ability to build rapport, trust, and lasting relationships with key customer stakeholders.

• Customer Expectation Management: Skilled in setting, managing, and aligning customer expectations throughout their lifecycle.

• Problem Solving & Critical Thinking: Ability to identify root causes, resolve challenges efficiently, and prevent future issues.

• Autonomous & Accountable: Able to manage tasks, timelines, and customers independently, with minimal supervision.

• SaaS/Software Experience (Preferred): Familiarity with B2B SaaS platforms and customer success best practices is highly desirable.

• Curiosity & Willingness to Learn: Strong desire to understand customer industries, challenges, and how our software delivers value.

• Analytical Thinking: Capable of using data to assess customer health, usage, and retention risk.

What You’ll Be Doing:

• Customer Onboarding: Lead new customers through the onboarding journey, ensuring they reach key implementation milestones.

• Account Management: Own a portfolio of customer accounts, ensuring satisfaction, adoption, and long-term retention.

• Customer Enablement: Deliver training, share best practices, and help customers achieve their goals with our platform.

• Proactive Support: Monitor customer activity and usage data to identify risks, provide proactive support, and prevent churn.

• Feedback Loop: Capture customer feedback and collaborate with Product and Engineering to influence roadmap decisions.

• Internal Systems: Keep systems like Monday.com and Freshdesk organised and up to date.

• Team Collaboration: Work cross-functionally with Sales, Product, and Support to ensure a seamless customer experience.

• Process Improvement: Contribute to refining our internal CS processes and tools for greater scale and efficiency.

• Technology Exploration: Stay current with AI and automation trends to suggest improvements in workflows.

We’re Looking for Someone Who Embodies Our Core Values:

• Growth Mindset – You are always learning and improving, and you welcome feedback.

• Customer Obsessed – You go above and beyond to ensure customers succeed and feel valued.

• Challenge the Status Quo – You ask “why not” and look for smarter, better ways to do things.

• Inclusive by Design – You embrace diversity and build inclusive experiences by default.

• Take Ownership – You hold yourself accountable and follow through on commitments.

What You’ll Gain:

• A high-impact role in a fast-growing startup

• Autonomy and responsibility from day one

• Close collaboration with the founders and cross-functional teams

• Opportunities to grow into leadership as the team expands

• A culture that values feedback, experimentation, and shared success