B2C Customer Success Manager

SeatPlan; Greater London; Remote; GBP 40,000 - 60,000; Full time

Job description

Direct message the job poster from SeatPlan.

Since launching in 2011, SeatPlan.com has become the number 1 resource for London theatregoers to see the view from their seat when buying tickets. We are proud that we have created a product that theatregoers love and are now expanding into the USA starting with New York.

We are self-funded and profitable.

Our team all work remotely with a meetup in London once per month.

About The Job

We’re looking for a B2C Customer Success Manager to be the voice of the customer and drive customer value from our services.

Your KPIs are reduction in reactive support, NPS, LTV, retention rates, Trustpilot and Google My Business ratings.

You will manage a Customer Support Associate to stay tuned to the reactive customer support side. We expect you to be very hands-on, getting into the reactive side as well as looking at the wider proactive picture of customer success.

We need a well thought-out customer success strategy, with qualitative and quantitative data to support recommendations. Identify segments and employ email marketing campaigns to engage customers and users alike. Build relationships with them. Always let the user hit “reply” to any email they receive from us and be ready to listen.

This is a B2C role and we are looking for B2C customer success experience. Five hundred thousand users per month use SeatPlan, we want you to identify the superusers and super bookers and engage with them to find out what problems we can solve for them.

Responsibilities

Customer Success

• Drive customer value from our product.
• Engage with customers from onboarding to purchase. Follow up with them. Find out what problems they are having. Be the voice of the customer.
• Identify reactive customer support themes and customer problems. Build quantitative and qualitative data sets then work with our Product and Development teams to solve problems by improving our services.
• Ideate and execute proactive customer success initiatives to build better customer relationships, help customers achieve their goals, and improve our offering.

Customer Support

• Oversee reactive customer support and manage weekend rota.
• Hands-on customer support cover to truly understand the nature of our users' experience.
• Oversee Trustpilot and Google My Business platforms, pushing both to stellar ratings by improving customer experience.

Metrics

• Reduction in reactive customer support.
• Trustpilot and Google My Business ratings.
• Net Promoter Score.
• Lifetime value.
• Retention rates.

Customer Success Projects

• Scale photo acquisition so that we help more theatregoers find great seats.
• Manage photo approvals process and photo quality, provide cover where needed.
• Manage Rewards program ensuring it meets customer needs.
• Manage seating plan updates so customers can book and add photos to all seats.

Team Structure

• You will report directly to the CEO.
• You will work with Content, Marketing and Product teams.
• If you need freelancers or agencies for specific projects and to scale we are ready.

Requirements

• 3+ years experience in a customer success role. Several more years in ecommerce businesses.
• B2C customer success is very different from B2B. We need B2C experience with a good dollop of marketing know-how.
• CRM - know how to segment a user base and conduct email campaigns for marketing and CX research.
• Analytics - master of customer analytics platforms.
• Real results - you have done this before, and can show results in a B2C environment.
• Vision - you have a vivid conception of what customer success could be at SeatPlan.
• Customer obsession - they pay our wages, let's do what they need us to do.
• Data - gather qualitative and quantitative data and present in formats that are easily understood.
• Leadership - you demonstrate care for your (small) team, you seek to make them heroes and support them however possible.
• Hands-on - you lead by example in the trenches.
• Passion - for theatre or live events is a huge bonus.

We offer the chance to work for a truly innovative, growing, privately funded and profitable company. We retain an entrepreneurial outlook and are looking to scale up our business with key personnel who will help drive growth. This is a truly exciting opportunity for the right candidate.

• Salary - £40-45k (depending on experience) + 10% performance bonus.
• Theatre Tickets – Free tickets to feed your passion for theatre.
• Pension - Up to 5% of salary contribution.
• Impact - Play a big part in our small machine. See the impact of your work and how it helps the company grow, feel the warm glow of appreciation from the thousands of theatregoers that we help each day. Contribute ideas to areas of the business that do not necessarily fall within your job specification.
• Personal Development - Exposure to different parts of the business are part and parcel of working in a company like SeatPlan.com. We have a transparent structure and all members of the team have visibility of company performance.
• Autonomy - We don't have a heavy management structure and expect members of the team to work independently or as a team as required.
• Work From Home - this is a remote role with once monthly team days in London where we always do something as a team, alternating between lunch or after work events.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Entertainment Providers