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<div>Join our team and play a key role in helping our clients succeed with RotaCloud.</div>
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<div>As a Customer Success Manager, you’ll manage a shared portfolio of clients, focusing on driving adoption, boosting retention, and fueling growth. You’ll proactively connect with clients showing low engagement or satisfaction, helping them get the most from our platform and achieve their goals. Through training sessions, webinars, and open office hours, you’ll share best practices and introduce new ways for customers to unlock value with RotaCloud.</div>
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<div><strong>What you’ll be doing:</strong></div>
<ul>
<li>Develop and manage your own customer portfolio of enterprise and strategic accounts.&nbsp;</li>
<li>Providing personalised support for high-value customers including, but not limited to EBRs and executive calls.</li>
<li>Proactively reach out to customers with low health scores, low product usage, or low NPS to re-engage them and improve outcomes.</li>
<li>Work with customers to identify and act on expansion opportunities, assisting them through the process where required.</li>
<li>Deliver personalised training sessions to help customers adopt more features and use RotaCloud effectively.</li>
<li>Host tailored webinars and office hour sessions to address customer questions, share best practices, and showcase product capabilities.</li>
<li>Assist customers with the rollout and adoption of new features.</li>
<li>Monitor account activity and trends, taking action to prevent churn and drive product adoption.</li>
<li>Maintain accurate and detailed records of all customer interactions in Hubspot to ensure smooth handovers between teams.</li>
<li>Collaborate with colleagues in Customer Success, Support, Education, and other teams to share insights and advocate for customer needs.</li>
<li>Gather, document, and share customer feedback to inform product development and improve the customer experience.</li>
<li>Contribute to content creation, including resources, success guides, and webinar materials.</li>
<li>Travel to customer sites may be required from time to time. This will not be any more than 20% of the role. &nbsp;</li>
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<div><strong>You’ll thrive in this role if you:</strong></div>
<ul>
<li>Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast.</li>
<li>Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product.</li>
<li>Harbour a love of technology and curiosity about how things work.</li>
<li>Possess the drive, enthusiasm, and a hunger to keep learning and growing.</li>
<li>Have sharp analytical skills — you can read data, spot trends, and use insights to guide your outreach.&nbsp;</li>
</ul>
<div><strong>What we're looking for:</strong></div>
<ul>
<li>Experience in Customer Success, Account Management, or similar relationship-focused roles in SaaS or tech, ideally 3+ years.</li>
<li>Exceptional written and verbal communication skills, including:</li>
<li>Confidence on the phone</li>
<li>Competent writing/ speedy typing</li>
<li>Ability to explain complex topics in a concise and accessible way</li>
<li>Strong organisation and time management skills, with the ability to manage a varied workload effectively</li>
<li>Proven ability to build trust quickly and foster long-term customer relationships.</li>
<li>Organised and able to manage a varied workload across multiple accounts.</li>
<li>Comfortable using data (e.g. health scores, usage reports) to guide actions and priorities.&nbsp;</li>
</ul>
<div><strong>What’s in it for you?</strong></div>
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<li>Competitive salary + bonus structure depending on experience</li>
<li>Hybrid flexible working - need to drop the kids off at school? No problem</li>
<li>34 days holiday (inc. BH's with a length of service increase to 41) &amp; options to buy and sell</li>
<li>Discretionary bonus</li>
<li>Private healthcare</li>
<li>Paid lunch break</li>
<li>Enhanced family-friendly benefits</li>
<li>£500 per year to spend on learning and development</li>
<li>Eye health support</li>
<li>Paid time off for volunteering</li>
<li>Fortnightly work events, monthly department lunches, bi-annual company events</li>
<li>And if this wasn’t enough, we have plenty more, less exciting, but equally useful benefits!&nbsp;</li>
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<div><strong>Where you’ll be working</strong></div>
<div>This is a hybrid role with 2 days a week spent in our open-plan office in the centre of historic York and the flexibility of working in your own home.&nbsp;</div>
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<div><strong>What are you waiting for?!</strong></div>
<div>Don't worry if you don't meet all of the criteria - we work with people, not CVs. So if you think you'd be a valuable addition to our team, please get in touch.</div>
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RotaCloud

Customer Success Manager

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