Customer Success Manager Customer Experience London Hybrid Remote

Our mission is to make meaningful learning a part of your everyday. The shelf life of our skills is now less than 5 years. So, if you stopped learning today, your skills would soon be irrelevant. Think that's a big problem? You'd be right.

Enter HowNow. Founded in 2019, our Learning and Skills Platform is disrupting the way people learn and upskill through technology. Whether it's finding a quick answer, learning skills, or tapping into shared knowledge, we make it easy for people to learn what they need, when they need it.

Already used by fast-growing scale-ups and global enterprises, such as Trainline, Depop, and TomTom, we're pushing the boundaries of how people learn.

Hi, I'm Sam, the Head of CX HowNow, and we're looking for an experienced Customer Success Manager to join our awesome team.

There has never been a better time to join HowNow. From raising Series A in 2022 to signing our most exciting contract to date, we are on the precipice of something big, and you can be part of this journey.

We are looking for someone excited by change, who embraces the unknown, and loves to solve challenging L&D business problems our customers face.

Day-to-day tasks will include:

• Collaborating with customers to define and deliver value aligned to their business needs.
• Discovering amazing stories of success within your customers, shouting about them, and championing their successes.
• Pursuing excellence by constantly building and improving, delivering value consistently.
• Being your customers' biggest voice in HowNow, representing their interests across the business to ensure their success.
• Acting as an L&D and/or Skills expert - an extension to your customers' teams, not just a tool.
• Managing customer success through our tools, including Success Plans, Account Maps, and Playbooks.

The key things that we will be looking for in applicants:

• At least 3 years of experience as a B2B Customer Success Manager within L&D/HRTech, with good knowledge of the L&D ecosystem.
• Experience demonstrating value to customers through a complex SaaS platform.
• Excellent written, verbal communication, and presentation skills at all business levels.
• Comfort operating across multiple stakeholders with varying demands.
• Able to prioritize what matters most in a fast-paced working environment.
• A strong sense of empathy for customers and a desire to see them succeed.

What you'll get:

Our salaries are calculated using a SaaS benchmarking tool. The salary band for this role is £45,000 - £57,000, with a 20% performance-based bonus on top.

Hybrid working (2x a week in our London office, Tuesday and Thursdays) and flexible working hours.

Work from anywhere for up to two weeks per quarter.

Wind-down Fridays: No meetings from 2pm onwards on Fridays.

Enhanced maternity and paternity policies.

25 days holiday, plus bank holidays and your birthday day off.

An enhanced employee pension scheme.

Private health insurance through Vitality.

An annual £500 learning and development budget.

Dog-friendly offices.

Monthly socials.

Access to HowNow+ to keep you at the top of your game.

Cycle to Work scheme.

Financial wellbeing support.

What's next?

Once you've applied, we'll get back in touch with you within the next 3 working days.

1. You'll be invited to a 30-minute video call with Pauline, our Head of People.
2. A 30-minute interview with Lulu, our Head of Customer Success.
3. A 1-hour, task-based interview with Sam, our Head of CX, and Lulu.
4. A 30-45 minute meet with our COO and Co-Founder, Kuvera Sivalingam.