Customer Success Executive

Fully-remote

A little flex time

At Capdesk, we’re rewriting how companies use equity to empower their people.

We help businesses unite founders, investors and employees through better equity management and greater access to liquidity – no more waiting for the company to IPO.

In the last few years, we’ve become a leader in our field, providing the easiest way for 1000s of private companies to digitise their equity information and manage employee share schemes. There are no longer any excuses for denying employees a share of the wealth they helped to create.

2021 was eventful – we raised £8m and launched in multiple new European markets – but we’ve set our sights even higher for 2022 and we’re counting on every new joiner to help us get there. We’re staying as lean as possible, so every hire matters.

Capdesk is a remote-friendly startup with a team-first mentality. We have amazing people all over the world but many employees are based in Copenhagen or London where we still have brick-and-mortar offices. Applicants are welcome from every time zone within UTC -5 and +2.

About the role

Capdesk has reached a pivotal moment. We have over 1000 customers, our product is solid and it needs a solid Customer Success team to match. We strive to provide a best-in-class service and an incredible experience for each and every customer, so we need a kick-ass team to help us deliver this! This is a fantastic opportunity if you are looking to fast-track your career in Customer Success; having a major impact on our internal team and customers.

You'll be responsible for managing our large segment of customers who do not have a named Customer Success Manager. You will be reporting to our Lead Customer Success Manager, Rosie, and together, you will own the overall relationship of our customer base, which will include: increasing platform adoption and engagement, ensuring retention, and ongoing satisfaction.

If this sounds like the role you've been looking for, read on…

In this role, your responsibilities will include:

  • Responsible for increasing and maintaining high levels of engagement for our large segment of valuable customers.
  • Focusing on a one-to-many approach, we want you to get creative and think of new strategies to engage our customers at scale! Campaigns, webinars etc.
  • Collaborating with other internal teams to help enhance Capdesk (feature requests & improvements). Notably Product, Finance, Onboarding and Sales.
  • Supporting customers in maximising the value of Capdesk with advanced knowledge of the product.
  • Monitoring customer health through available metrics and assessment and carrying out follow-up actions as necessary.
  • Being accountable for retaining Capdesk customers, alongside the wider Customer Success team. Don’t worry our churn rate is very respectable!
  • Maximising revenue growth of your customer base through product engagement and renewal revenue upgrades.
  • Along with the whole CS team, you will help to identify and resolve challenges around product adoption encountered by our customers.
  • Maintaining accurate, up-to-date reporting of customer statuses in internal systems.

About you

Below are the skills and experience we’re looking for.

Must-haves:

  • Empathetic positive attitude with a desire to help customers reach their goals.
  • A minimum of 1 year of experience working in a role that requires relationship building with customers/clients in a customer-facing role.
  • Highly adaptable and quick to learn new information.
  • Flexible approach – able to operate effectively with uncertainty and change.
  • The ability to confidently present, communicate and work alongside C-level customers and stakeholders (eg CEOs and CFOs), in a professional yet thoughtful way.
  • Finely tuned problem-solving skills; you never present a problem without a solution.
  • Strong listening skills and ability to understand others’ viewpoints.
  • Possess a strong work ethic and relentless attitude to achieve success.
  • Open to a culture of innovation, professional development, and collaborating with others in a team.

Nice-to-haves:

  • Working knowledge of HubSpot and Notion.
  • Having worked in a Customer Service / Customer Success team.
  • Experience in campaign management. such as planning & executing campaigns to drive growth.

Bonus points for:

  • An understanding of business investing or private equity.
  • The ability to speak a second language fluently (especially German, French or Norwegian).

Working at Capdesk

What we can offer you:

  • Starting salary ranging from £27-30,000 depending on the level of experience and where you are in the world.
  • Performance-based bonus scheme
  • Transparent equity ownership. We practice what we preach – everyone shares in the profits and wealth at Capdesk.
  • Mental health and wellbeing support as well as access to therapists with Spill
  • 25 days holiday per year, plus national holidays (you also get an additional day for every year you've been at Capdesk)!
  • Enhanced parental leave - 26 weeks maternity, 17 weeks paternity (also includes adoption), and in the unfortunate circumstance we also offer miscarriage leave
  • Very flexible working – we trust you to get the work done, wherever you are.
  • You get your very own company credit card (Pleo), so no more expenses hassle.
  • Semi-annual company trips (ask a Capdesker about our #supersocials).
  • Onboarding budget of £1,500 to spend on equipment you need so you can work to the best of your abilities.

Want to know what other people think of Capdesk?

  • Hear from our current and past hires on Glassdoor
  • Hear from some of our customers on Capterra
  • We're one of AngelList’s startups to work for in 2022
  • We're on Otta's 2021 Rocket List: London's fastest-growing companies to accelerate your career

Capdesk is proud to be an equal opportunity employer. All applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Fully-remote

Core hours 12 - 5

Dog friendly