Customer Success Manager

Appfox; Oxford; Hybrid; GBP 35,000 - 40,000

Job description

Permanent employee, Full-time
Reading, Hybrid
Customer Success Manager
£35,000 - £40,000 per year

Your mission

Company Overview:
AppFox is an innovative software development team specializing in creating cutting-edge apps for ecosystems like Atlassian, Monday, and Miro. It is part of Automation Consultants (AC) but markets its products under the AppFox name. Our solutions are used by high-profile organizations such as Twilio, Deloitte, Microsoft, Oracle, and Ocado, among a customer base of over 3,000 organizations worldwide. Our focus is on enhancing document and data management to streamline workflows and boost productivity.

AC, our parent company, offers Agile and DevOps consultancy, providing full-spectrum solutions across the software development lifecycle, including consultancy, migrations, training, and managed services.

Position Overview:
We are seeking an enthusiastic and customer-driven individual to join us at AppFox as a Customer Success Manager. You will be instrumental in helping our customers achieve value faster, working both at scale and directly engaging with our strategic customers. As a Customer Success Manager, you will be a key advocate for our customers, liaising with the AppFox product, customer support, and marketing teams to enhance and share valuable resources.

In addition to ensuring our customers' success and satisfaction, you will play a key role in driving renewals and reducing churn, with performance bonuses tied to these metrics.

Location: AppFox's offices are located near Reading, Berkshire. Employees may work at the office or remotely. Office attendance typically takes place for collaborative work but is not normally required more than once per quarter.

Your profile

Key Responsibilities:

• Develop and maintain strong relationships with our strategic customers to understand their needs and ensure they derive maximum value from our products.
• Use tools and techniques to provide support at scale to all our customers, including a large number of smaller customers, as well as to gather insights about customer needs and preferences.
• Proactively monitor customer health metrics to anticipate and mitigate potential churn risks.
• Act as a routine contact point for customers, handling a wide range of inquiries, particularly those not involving technical support.
• Work with the Customer Support team to handle more technical inquiries, such as those requiring technical fixes to the products.
• In conjunction with the marketing team, use marketing technologies for customer engagement tasks, and assist in implementing customer engagement and loyalty initiatives.
• Work collaboratively with the product team to communicate customer feedback and contribute to product improvements.
• Assist the marketing and product teams in creating and curating materials that educate customers and highlight product value.
• Collaborate with customer support to identify and address common customer issues and enhance the support experience.

Qualifications:

• Education:
  • A bachelor's degree, minimum 2:1 or equivalent vocational qualification.
• Relevant Experience:
  • 2+ years of experience in a customer success, support, sales, or related role, in a SaaS or tech environment.
• Skills and Competencies:
  • Excellent communication and interpersonal skills, with a talent for building strong relationships with customers.
  • Ability to work cross-functionally and collaborate effectively with internal teams.
  • Problem-solving skills and a proactive approach to identifying customer needs and potential challenges.
  • An understanding of the tech industry and experience with ecosystems like Atlassian, Monday, Miro, or similar is a plus.
  • Familiarity with customer success software and tools is advantageous.

Why Us? Salary and Benefits:
£35,000-£40,000 per Annum plus performance-related bonus. Our team members are among the best in the industry, and we do everything we can to help them develop and grow. We offer ongoing training and professional development, tailored to the individual's professional needs and aspirations, as well as creating a team environment that fosters learning and collaboration. Our perks and benefits include:

• 25 days holiday (plus bank holidays)
• Flexible working environment. Most of our team works remotely, or you can come into the office.
• Private healthcare
• Dental insurance
• Enhanced maternity and paternity plans
• Dedicated ongoing training plan and budget
• Flexible working hours and environment
• Access to the electric car scheme
• Access to Automation Consultants' Cycle to Work scheme
• Pension scheme
• Top spec machine
• Onsite gym, showers, yoga lessons, and more
• Regular company-wide events and team social events

Why Join AppFox?

• Be part of a dynamic, innovative team within a fast-growing company.
• Opportunities for professional growth and development within a supportive environment.
• Collaborate with diverse teams dedicated to providing exceptional products and services.

About Us:
Automation Consultants is a leading Agile and DevOps consultancy, dedicated to improving business performance through digital transformation and software automation, as well as selling our own software under our AppFox brand. We are specialists in Atlassian and AWS, delivering industry-recognized automation solutions, software development, and technical support. Our customers range from start-ups to global organizations.