Customer Success Manager - Venues

VenueScanner; London; Hybrid; GBP 35,000 - 40,000

Job description

Customer Success Manager - Venues

£35,000 - £40,000

About VenueScanner

Our mission: Connecting people in the world’s best spaces

We are becoming the #1 destination for discovering and booking event spaces globally. We have built the best selection of venues across the UK and our recommendations engine matches event organisers with the spaces that are perfectly aligned to their requirements, and makes it easy to enquire, compare and book.

We provide venues - from major global chains to independents - with a powerful set of marketing tools to scale their venue hire business. We expand their reach to new customers, optimise their listings to attract the most relevant enquiries, and provide them with everything they need to convert new, high-value customers.

What you'll be doing

We are seeking an operationally minded and digitally savvy customer success manager to work with in our Venue Account Management team. You will be responsible for managing a large portfolio of primary low touch accounts so the ability to identify opportunities for efficiencies is imperative. Improvements made across your portfolio, after being tried and tested will form the foundations of efficiencies for the wider team so there is real scope to make meaningful impact quickly. You will be responsible for automating much of our customer success processes for venues without compromising on customer experience. Data literate, you’ll be able to assess where the quick wins are and project manage longer initiatives to scale the Account Management operation as efficiently as possible.

Core Responsibilities

Customer Onboarding & Engagement:

• Execute low-touch customer onboarding through automated workflows, self-service resources and personalised communication, ensuring that hosts have tools for success with the lowest touch
• Guide customers to successfully adopt and engage with our product by leveraging automation tools, email campaigns and playbooks

Playbook Creation, Education & Optimization

• Develop, maintain and refine playbooks that standardise customer interactions, including onboarding, upselling, churn prevention, renewals and support
• Continuously assess playbook effectiveness iterating to improve customer outcomes and operational efficiency
• Create and improve resources that support this including a knowledge base and video guides

Automation & Efficiency:

• Identify opportunities to automate repetitive tasks, communications and processes to scale customer success efforts without compromising quality

Customer Health & Retention

• Utilise data and customer insights to monitor health scores and identify at-risk customers or upgrade or renewal opportunities, and taking quick action to retain accounts
• Understand where there is value with certain accounts having a higher touch level and executing regular catch ups and QBRs
• Automate follow-up touch points and reminders to ensure that customers remain engaged and receive consistent value

Why we like you

• 2+ years experience in a customer success team working with and creating automated processes
• You are able to use your initiative to assess the greatest commercial outcome and prioritise accordingly
• Experience with hubspot / CRM programs
• Excellent project management skills, delivering projects at pace and not bogged down with "perfection"
• Digitally savvy, keen understanding and appetite to leverage technology & automation
• A self-motivator with high energy to deliver consistent results and an entrepreneurial spirit
• An excellent communicator and have proven experience in building both internal and external partnership
• You love working as part of a team and conduct yourself with kindness and integrity within the workplace

VenueScanner perks

Work flexibly: We have a flexible work policy

Work from anywhere August: Escape to the country, work from the beach...in August you can work from anywhere in the world! The London office will always be available to use but there is no requirement to come in.

Stock options: We give exceptional employees the opportunity to buy shares in VenueScanner

Socials: We like to bring everyone together for team lunches, drinks, and team away trips

Learning and training: We’ll contribute towards books, training courses and conferences

Personal development: Monthly personal development meetings for quick progression opportunities

Venue perks: Special invites to new venue openings and venue perks

About the team

Stand Together | Lead by Example | Make it Happen Today | Winning Mindset | Customer First | Embrace the Journey

We chose the above values as a team to define the type of business we want to work in and how we like to work with each other. They are rooted in everything we do and guide us in our day-to-day activity.

Stand together: We support each other in everything we do and work together to solve our problems. We go beyond our remit to succeed as a team and help our colleagues. We are open, respectful and candid with each other.

Lead by example: We’re not afraid to get our hands dirty! We aim to continuously educate, train and improve ourselves; we inspire each other and are inspiring the industry. We are always accountable and take responsibility for the success of the business. First and foremost, the customer always comes first.

Make it happen today: We turn up, engage and achieve as a team. We deliver at pace and take calculated risks. We push for today rather than put off to tomorrow and analyse, iterate and improve for our customers.

Bring a winning mindset: We’re resourceful and never give up. We’re bold and daring and aren’t comfortable being comfortable. We approach our work and our problems positively - our problems help us learn!

Customer first: We're real people who care about their customers. We are passionate about creating a positive and seamless experience by offering products our customers love while delivering exceptional service. We will always make time for our customers whether that be over the phone or face-to-face.

Embrace the journey: We are excited not just by where we are going, but by the stage we’re at. We celebrate each small win along the way. We see failures as necessary learnings that drive improvement. Each day we work hard and enjoy ourselves.