About native
native is a platform that connects students with amazing experiences, built out of a passion to help students have the best time at university and empower campus culture. We bring high quality virtual and IRL events to campuses across the UK and Ireland, whilst supporting Students’ Unions with powerful engagement tools.
Global brands & event organisers trust our platform to bring their events and content on to campus, and we’re proud to help support our SU partners with valuable marketing revenues and partnerships which their members feel truly engaged with.
About the role
As native’s Senior Customer Success Manager, you’ll be building fulfilling relationships with our amazing Students’ Unions partners, finding creative ways to help them reach and engage their student population. You’ll be working with Product, Brands and Events teams to build a compelling proposition for our customers, and leading a team of account managers to do the same - you will report to the Head of Customer Success.
Thriving in this role looks like increasing customer engagement, through nurturing a happy and successful team of CSMs, and increasing revenue performance across all accounts.
This is full time, Mon-Fri, and need to be within easy commutable distance of our office in Old St, London. We are very flexible on remote working, but this will require IRL visits to clients and campaigns, and office get-togethers.
What you'll be doing
- Building value driven relationships with your target accounts, generating success and happiness for our customers (Students’ Unions)
- Coaching and supporting a team of customer success managers (2 direct reports at the moment but we’re growing fast), developing their skills and empowering them to excel in their roles
- Day to day operational running of your team, ensuring achievement of KPI's and business goals
- Acting as a conduit for different products and services at native, finding solutions to your clients problems through deep product knowledge and creative thinking
- Working cross functionally to improve natives products and services, feeding back your knowledge of our customers at all levels of our business
- Working with data and technical tools to measure your teams success and progress & optimise areas that need improvement
Your Experience
- Hands on experience motivating and engaging account management teams to achieve a thoughtful and customer-obsessed experience
- Experience within Students’ Unions or Higher Education worlds would be a huge advantage!
- Experience working within fast growth startups where change is regular and ambiguity common
- Excellent communication skills (written and verbal) both internally and with our customers
- Track record of creative problem solving & process improvement
- You have a fantastic ability to put yourself in the customer's shoes and develop products with their needs in mind
- Experience working with cross-functional teams and influencing the organisation
- Experience managing multiple projects and balancing priorities
Why will you want to join us:
This is a great opportunity to join a fast-growing and dynamic start-up at an early stage. We’re building a fantastic team of creative and driven individuals who love what they do. We know you may not tick every box, but are open to hearing from you if you've got real potential and drive to learn & grow.
Our Benefits
- We have 25 days + bank holidays for most roles, PLUS a company-wide Christmas shutdown of around 7-10 days
- We benchmark salaries consistently, and have just launched clear frameworks for progression
- We are happy for you to work abroad for short periods, adding on time to holidays so you can travel further away or work in another country
- We give you all the kit you need to work from home
- We have a monthly wellbeing budget
- We are rolling out share options for everyone
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