Customer Success Manager

🌍 UK (Remote or Hybrid)

💰 £-Competitive

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

📚 Annual Learning and Development budget

🤸🏽‍♂️ Flexible working in a choice first environment - we trust the way you want to work

🏢 WFH Equipment (let us know what you need and we'll get it for you!)

🌴 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

🎂 Your birthday off

🤒 Paid sick leave

🍼 Enhanced Family Leave

⚕️ Optional healthcare plan

📈 The ability to share in the company's success through options

🍿 Perks including discounts on cinema tickets, utilities and more

🎉 Annual Chattermill summits plus regular socials throughout the year

🌆 If you're in London, a dog friendly office with great classes, events, and a rooftop terrace

🦸‍♀️ The Role

At Chattermill, we build a platform that helps customer-centric brands like Uber, Amazon, Wise, JustEat, Booking, HelloFresh etc. to continuously delight their customers by staying ahead of millions of feedback data they are getting across a number of channels - from surveys, reviews, social media, support conversations, etc.

We are leveraging the latest NLP and LLMs tech to make sense of what their customers are saying - and combine it with analytics and visualisation to deliver proactive, context-rich insights on what to do.

We are looking for a talented and enthusiastic Customer Success Manager to join our team, dedicated to ensuring our clients are getting the most out of the Chattermill platform, maintaining their satisfaction and ongoing support. As a member of our Customer Success team, you'll collaborate closely with the wider revenue team and technical departments.

👉 What you'll do as an Customer Success Manager:

• Discover upgrade opportunities within our enterprise key accounts, in addition to building and implementing strategies to close these opportunities.
• Use the capabilities of the Chattermill platform to identify insights for our key accounts on a proactive basis. You will have access to some of the most comprehensive customer feedback datasets in the world supported by cutting edge Deep Learning for the analysis of this data. The opportunity to find insights which have significant impact on our clients businesses is huge.
• Build deep customer relationships "high and wide" (operational through executive, across all the relevant functions).
• Become an expert in the use of the Chattermill technology and what it makes possible for our partners.
  
  

🧰 What you'll need:

• Experience working with large organisations, managing relationships with enterprise clients
• Confidence presenting to large groups of people and meeting clients regularly
• Understanding of commercial value of customer insight and how businesses use it to make decisions
• Comfortable working with numbers to form arguments and answer questions
  
  

➕ It'd be a bonus if you have experience with:

• Experience working with Net Promoter Score or a different customer experience methodology
  
  

✨ Chattermill - Who we are:

Co-founded by Mikhail Dubov and Dmitry Isupov in 2015 while at Entrepreneur First, Chattermill was born out of their frustration that it took weeks, sometimes months, for customer research to yield any quality insights. Often, these would be out of date by the time they reached decision-makers. And it was also financially out of reach for most companies.

When they started what eventually became Chattermill, they had a hunch that they could use the newly available tech of deep learning to help companies find insights amidst messy data. Their vision was to take what agencies and cutting-edge brands were doing by hand and automate it.

Today, our Customer Experience Intelligence platform is used by the world's best-loved customer-centric companies including Uber, Amazon, Wise, JustEat, Booking, HelloFresh of whom can now see, and act on their customer reality.

Our mission is to rid the world of bad experiences by making it easy for any brand to identify and prioritize the key issues their customers are facing.

🔎 Our Hiring Process

• Let's introduce ourselves – you'll have an introductory call with our Talent team - we'd love to learn more about you, your ambitions, and what you're looking for in your next step.
• Get to know your would-be team – you'll have a call with your would-be manager, Junior Hewitt (VP of Customer Success), and another member of the team, where they'll answer any of your role specific questions and you can show off your experience
• Show us what you're made of - We'll provide you with a short task to complete to further showcase your skill set
• How our values and your career goals align – you'll have a call with our cofounder to learn more about life at Chattermill and ensure we're the right place for your next stage of growth
  

💖 Our Values

🧞‍♂️ We are obsessed with experience – We take our mission to rid the world of bad customer experience seriously, and we practice what we preach.

🪂 We believe in the power of of trust – Whether it's with each other, our customers, partners, or other stakeholders we always communicate with openness and trust.

🔑 We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.

🌱 We share a passion for growth & progress – On every level, we're motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.

🌕 We set our ambitions high but stay humble – We've come together to build a product and a category that's never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal recklessly.

👥 We believe the right team is the key to success – At Chattermill we've learned that all our important achievements have been the result of the right people collaborating together – that's why we need you to apply today!

🌈 Diversity & Inclusion

We want to enable exceptional experiences for everyone, and to achieve this we need everyone's voice in our team. We are on a mission to bring more diversity into the business in 2024 and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec.

We realise that some may be hesitant to apply for a role when they don't meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we'd love to be part of your growth and we encourage you to apply!

We believe in removing unconscious biases from our recruitment process wherever possible. As part of this effort, we ask that you do not include your photograph or personal details with your application.