Customer Success Associate

Masonworth serves more than 10 million learners across schools, universities and businesses. Production studios in London and abroad record and edit thousands of hours of video a year. We started in 1989 and have grown to about 4,900 people.

The position:

This is a backfill for a team member who moved to another team. You will be the customer's main contact after the sale and their voice inside Masonworth. Remote position. Most of the team is in London, but nobody is required to come in. Flexible hours with a daily team call in the morning.

Key responsibilities:

• Escalate product bugs and feature requests through Jira with clear context
• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Coordinate with support on open tickets for your accounts
• Recruit happy customers for references and case studies
• Document every customer touch in Salesforce

Qualifications:

• 1-2 years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Travel up to 15%

Preferred:

• Background in healthcare, logistics or financial services customers
• Prior implementation or onboarding role
• Experience with usage-based pricing

£31,000 - £42,000 pa

Benefits:

• Flexible working hours

We are committed to equality, diversity and inclusion, and we welcome applications from everyone.

We may close the vacancy early if we receive a high number of applications.

You must have the right to work in the UK.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Masonworth Ltd.