Enterprise Customer Success Manager

Techwolf; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Equity

Hybrid working

Work from abroad 3 weeks/year

Learning and development

Job summary

TechWolf is seeking a Customer Success Manager to join as a founding member of the team in London. You will be the trusted advisor for strategic accounts, drive adoption of our skill data platform, and help clients transform into a skills-based organisation.

You’ll collaborate with sales, product and solutions, shape customer success plans for large enterprise customers, monitor health, and advocate for customers internally with a focus on renewals and upsell.

Qualifications

• 5+ years as a Customer Success Manager in B2B SaaS with enterprise experience.
• 5+ years in consulting in HR/skills space.
• Experience driving adoption and mitigating risk to drive renewal and upsell.
• Experience collaborating with enterprise customers to build and execute success plans.
• Consultative approach with ability to uncover pain-points and map internal resources to solutions.
• Strong interpersonal skills and ability to influence stakeholders.
• Flexible and adaptable to change.
• Curious mindset with willingness to learn and innovate.
• Based in London and willing to work from the local office 3 days a week.
• Bonus: experience with AI-first ways of working.

Responsibilities

• Trusted advisor for assigned accounts and main point of contact.
• Define path to skill-based organisation using our product and create value with skill data.
• Collaborate with sales, product and solutions team to identify needs and guide to value.
• Foster long-term relationships and advocate for customers internally.
• Help define early CS approach and track customer health.

Skills

Customer Success

B2B SaaS

Enterprise Accounts

Consulting

Adoption & Risk

Relationship Building

Stakeholder Influence

London-based

AI-first awareness

Job description

Our Customer Success team plays a crucial role in ensuring our customers get the most value possible out of TechWolf's innovative platform. We are on the lookout for a skilled Customer Success professional to join as one of the founding members of this team. Our Customer Success team acts as the trusted advisors and internal advocates of our customers representing their voice towards internal teams.

What you'll do

Customer Success Managers run targeted engagements to help customers derive maximum value from their skills data, leading to project success, retention, and renewal. You will thrive in this role if you are a natural relationship- and business builder, with a keen sense of detail and passion for driving towards actual business impact.

• Trusted advisor: You’ll be the trusted advisor for some of our accounts. You’ll be their main point of contact and ensure you understand the problems they are trying to solve, the outcomes they want to achieve with TechWolf and will help them drive and communicate the value internally.

• Skill Based Organisation Architect: Help customers define and follow a path to becoming a skill-based organisation using our product, and help them create value with skill data. You’ll be a key contributor in their transformation to a skills-based way of working.

• Cross-functional collaboration: Collaborate with sales, product and the solutions team to support the customer in identifying their needs and guide them towards value.

• Customer Advocacy: Foster long-term relationships and become the voice of the customer within TechWolf. This includes gathering customer feedback, advocating for customer needs internally, and proactively addressing any issues or concerns.

• CS Pioneer: Be among the first members of the Customer Success team and help define how we approach customer success at TechWolf and track, monitor and improve customer health.

Who you are:

• Eitheryou spent at least 5 years in a Customer Success Manager role with abackground in B2B SaaS, and experience working with large enterprise customers,

• Oryou spent at least 5 years in a consulting role within the HR and/or skills space.

• You have experience driving adoption and identifying/remediating risk with the goal to drive renewal, cross sell and upsell.

• You have experience collaborating with enterprise customers to build and execute customer success plans.

• You’re consultative, with the ability to uncover customer pain-points and apply internal resources to provide solutions.

• You have strong interpersonal skills, with the ability to positively influence internal and external stakeholders and to build and maintain strong customer relationships.

• You’re flexible and nimble with the ability to embrace and leverage change.

• You’re curious with a positive mindset and a passion to learn, innovate, and improve.

• You’re based in London and eager to work from the local office 3 days a week.

• Bonus: overall experience with AI-first ways of working.

What’s in it for you?

Fair & competitive salaries – we benchmark our salaries yearly and pay above the market median in every role and location.

Equity - everyone is an owner at TechWolf and can share in our success!

Hybrid working and flexible hours - make your work schedule work for you

Health insurance & retirement savings

Work from abroad 3 weeks each year

Learning and development opportunities

Walking culture - who doesn’t love brainstorming or connecting with colleagues while taking a walk around the office?

Fun teambuildings, social & sports activities

Sounds like your cup of tea? There’s more!

TechWolf is on a mission to make work better and fairer for millions of people by powering the shift from jobs to skills as a framework to model talent. Our enterprise software uses AI to provide the skill data needed to power that transformation.

We provide a unique opportunity to work with an all-star team and cutting-edge product, in a purpose-driven company that aims to empower people to flourish at work. TechWolf is growing fast and you’ll join a high-performing international team with a unicorn dream. Are you ready to build a rocket ship with us?

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