Head of Customer Success

Job Description

We are looking for an enthusiastic individual who will join us as our first Customer Success Manager. Throughout the past year, we’ve built successful pilot programmes, and now have paying customers! Demand has been high and we have an innovative product. Your role will be to ensure our customers are receiving the highest value add to their business, through our solution.

What will you do?

- Work closely with the Head of Operations and the sales team to ensure our customers are receiving continuity of service- You will be a trusted advisor to our customers; showcasing how to embed our product further into their processes and expanding to more and more clients- Work with our customers to identify their needs on both a short and long term basis, presenting action plans where necessary (think: how does our product fit into their goals?)- Include our customers on our Comma journey; ask what features are important to our customers and relay to our product team- Act as a subject matter expert; making sure you’re keeping up to date with industry trends, market knowledge and product updates- Continue to look at our customers’ usage & historic journey, and predict future trends- Work with the management team to better our sales:customer success transition, and general workflows- Work with support and engineering to relay to customers upcoming feature releases

This is a great opportunity for anyone who is ambitious and sees themselves in a startup environment. You will be joining a team which is integral to the rapid growth of the business.Who are you?

- You'll need prior customer success experience, preferably within the fintech/payments space- Being the first on the ground, prior experience with building customer success workflows would be advantageous- You have experience in delivering action plans based on customer goals- Results driven - we’re not talking revenue metrics but rather retention, churn rate etc- You're an active listener and able to learn & adapt based on what you hear- Your communication skills are impeccable - fluent English is a must- You're naturally engaging and find it easy to connect with people- You'll need to understand accounting basics - payables, receivables, bills & invoices- You're a self starter and have great interpersonal skills- You have a creative flair and think of new ways of doing thingsWhat will you receive?

We know the working environment is a critical part of anyone's decision to join a new company, which is why we've put a lot of emphasis on creating a culture that cares about our customers, each other and the mission. We offer remote working and flexible hours; we don’t need to see people every day to know they’re doing a great job.

People don't work for Comma; people are a part of Comma. This is why everyone has share options in the business. Our success comes from your hard work and dedication.

We want to build a talented team that will remain nimble. A place everybody can grow and shape. Your development matters to us and we will empower you to ensure your time at Comma propels you to where you want to be in your career.

Knowledge sharing is paramount to success and so we have a group of talented advisors from companies like Amazon, Improbable, Revolut, WageStream and fast growing startups to help advise you should you need it.

We’re building a company for smart people to grow, and make things they’re proud of. If you want to be part of that, get in touch.

Comma is an equal opportunities employer and welcomes applications from all sections of society. We believe that diversity makes us a stronger team so seek to employ people with different ideas, styles and skill sets, each able to contribute in unique ways to our organisation’s growth and success.