Customer Success Manager

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.

About the role:

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Masonworth is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote within the UK. The team meets in London once a quarter, travel covered. Weekday working hours, with room to shift your day when needed.

Essential duties and responsibilities:

• Build success plans with measurable goals for each account
• Coordinate with support on open tickets for your accounts
• Drive renewals alongside the commercial team, starting 120 days out
• Document every customer touch in Salesforce
• Flag expansion opportunities to the account executive or account manager
• Recruit happy customers for references and case studies

What you need:

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Able to learn a technical product and explain it in plain terms
• Experience managing renewals or retention targets

Preferred qualifications:

• Prior implementation or onboarding role
• Experience with usage-based pricing
• Zendesk or Intercom experience

Pay: £48,000 to £60,000 per annum

Pay and benefits:

• Healthcare cash plan
• Pension scheme with 5% employer contribution
• 25 days holiday plus bank holidays
• Home working allowance
• Private medical insurance
• Life assurance (4x salary)

Successful applicants will be contacted within a week of the closing date.

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

Start: Flexible.

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