Customer Success Supervisor overseeing client interactions and satisfaction at SolarGrid, leading a team and ensuring client retention with positive support.
About the role
- Customer Success Manager ensuring customer success and driving renewals in a SaaS setting. Collaborating with cross-functional teams to create and manage customer success plans.
Responsibilities
- Drive customer outcomes and renewals: project manage success plans, run strategic reviews, and lead all renewal/commercial conversations.
- Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.
- Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.
- Map and influence stakeholders: engage cross-functionally with customers across revenue, operations, product and data teams.
- Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.
- Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.
Requirements
- Prior experience in a Customer Success or Account Management role, ideally in a SaaS/technology environment.
- Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.
- Proven track record achieving commercial targets, including renewals and expansion.
- Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.
- Experience building outcome-driven customer success plans and managing multiple workstreams simultaneously.
- Organised and proactive: able to prioritise accounts effectively while also thriving in a fast-moving environment with evolving playbooks.
Benefits
- 27 days holiday (option to buy and sell holiday) + bank holidays
- Generous stock options
- Private health insurance so you can get the best care you need
- Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food
- Annual learning & development budget for every employee
- Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street
- The best equipment for everyone to work with
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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