Senior Customer Success Manager

Job Description

About Attest

Founded in 2015 and headquartered in London and New York, Attest is a consumer research SaaS platform for the world’s biggest and fastest growing brands. Attest’s easy-to-use, self-serve dashboard is coupled with on-demand research expertise, empowering anyone to quickly conduct high-quality research and be continuously tapped into the consumer.

Some of the notable brands leveraging continuous insights to put the consumer’s voice at the center of their business with Attest include Unilever, Santander, Walgreens/Boots, Klarna, Brew Dr. Kombucha, Trustpilot, JCDecaux among many others. To date, Attest has raised $90 million in venture capital with backing from investors such as Kismet, Schroders, and NEA. To learn more about Attest, visit www.askattest.com.

The mission for this role

A Customer Success Manager at Attest takes a genuine interest in their customers and market research, approaching each account with a customer first growth mindset. They bring deep and scalable expertise to growing a subscription-based book of business, and thrive on making meaningful impact for both the customer and Attest.

As the first CSM on the ground in our rapidly expanding US operations, you will be a truly cross-functional collaborator, partnering closely with New Business, and the wider Customer Team, as well as all other teams across the business, on a daily basis. As the commercial owner of each account, you will develop a deep understanding of each customer in order to map out their future growth potential and, through building out a strong network of key stakeholders, take Attest higher and wider across your entire customer base.

Your focus will be to

• Take responsibility for the commercial success of our US customer accounts, taking ownership of ongoing targets that relate to both retention and growth
• Understand our customers’ objectives, and how Attest can help to achieve them, mapping customer need back to Attest’s value proposition
• Establish, and nurture deep relationships with key senior stakeholders
• Through detailed, dynamic, Customer Success Plans, identify areas of growth within customer’s accounts, and work with management to implement the right expansion strategie, through both upselling to existing customer teams and cross selling to new teams and markets
• Identify and react to risk and work with the internal stakeholders to execute the relevant risk mitigation strategies
• Capture all customer feedback, and ensure the voice of the customer is heard at Attest
• Work with the Customer Research Team to seamlessly and effectively manage every customer through each cycle of the customer journey, from sales handover through to renewal

We’d love to hear from you if

• You have a background in Account Management or commercially minded Customer Success, in a SaaS business
• You are able to demonstrate consistently high achievements over time against net retention targets in your current and /or previous roles
• You are target oriented and thrive under pressure or when faced with a novel challenge
• You love the challenge of working in a startup environment, and being part of a quickly expanding team
• You have demonstrable experience of the commercial side of being a CSM (renewal and upsell)
• You understand the customer journey and the key touchpoints throughout
• You are well organised and able to manage a large book of business
• You value team success as highly as personal successes and support those around you
• You are comfortable adapting your approach to existing processes, templates and systems but provide actionable and data-informed feedback on how we can continuously improve
• You have a naturally human-centric approach to relationship management that makes you a trusted advisor to customers and fellow Attesters alike
• You are highly adaptable, ambitious, and enjoy a dynamic and ever-evolving learning and growth environment
• You have demonstrable experience working closely with senior decision makers (CXO, Directors) in B2C businesses
• You know how to get the very best out of existing client relationships both in terms of creating customer evangelists, and in terms of ARR growth
• You have a naturally positive outlook, are hungry to learn, and you operate at your best with focus and responsibility in your role
• You will be a natural relationship builder who garners and maintains a high degree of trust

Pay & benefits

We believe that everyone’s unique skills and experience are important and we celebrate every hire we make. Our pay and benefits programme is designed with a focus on the wellbeing, engagement and growth of our people.

• A competitive salary that fairly recognises your experience and potential
• We’re enthusiastic to offer all Attesters EMI share options in the company so that as the business succeeds, so do you!
• 25 days (UK) or 23 days (US) paid holiday per year. This is in addition to local public holidays and an additional 2 days off around the festive season
• To help you save for your retirement, you’ll be auto-enrolled to our group pension plan when you join
• Support with remote and flexible working both whilst we navigate the world as it is now and in the long-term. We’ll even give you £300 to set up your home office
• A generous career growth and development budget of £500 a year to support your learning
• Access to private and confidential coaching or counselling via Sanctus
• Spend up to 2 paid days per month - 10% time - focusing on your growth, giving back to your community or supporting your favourite charity
• 10 days paid sick leave a year - for your body and your mind
• 24/7 Employee Assistance Programme by Care First
• Your choice of equipment and access to great tools that support your productivity and impact
• An open, inclusive and supportive team where everyone is valued and all ideas and suggestions are welcomed

In-person and remote working balance ...

We are a flexible employer and continue to work with the team on the ground to navigate our way through the ongoing Covid-19 pandemic together.

As a company, we aren’t a fully remote company and place strong emphasis on teams being able to meet, and spend time together in a safe and flexible environment regularly, as well as being able to travel to meet customers when rules and safety considerations permit. We always want to ensure that is balanced against having a healthy approach to flexible working / working from home and nurturing your life outside of work as well as in work.

With that in mind, we have a permanent office location at WeWork at 135 Madison Avenue, New York City, where our team spend time together on a weekly basis. We don’t set specific rules, but expect folks to spend time with the team in the office on average 3 days per week.