Customer Success Manager

Job Description

Build Rewarding Relationships with the UK’s Most Ambitious Founders

Do you thrive on building strong, long-term relationships? Are you eager to become a critical funding partner to the UK’s most exciting startups and scaleups? Are you eager to apply your Customer Success expertise to a cutting-edge client book, negotiating high-value contracts and ensuring client satisfaction to avoid churn, as well as holding the key to to multi-product cross-selling? Does the idea of working in a self-managed environment excite you.

If this sounds like you, read on!

GrantTree is the UK’s leading innovation funding consultancy, specialising in R&D Tax Credits, Grants, Video Game Tax Relief and Advanced Funding. We work with some of the country’s most groundbreaking businesses, helping them maximise their government funding opportunities and build technologies that will change the world. We have ambitious plans for the future and are looking for bright, passionate, and conscientious people to join our Client Growth team.

That’s where you come in!

As a Customer Success Manager, you’ll use your enthusiasm for innovation to help dozens of ambitious businesses access the funding they need to revolutionise their field and elevate people’s lives. You’ll split your time between two key areas: Account Retention and Account Growth. Your Account Retention responsibilities will include building strong, long-lasting relationships with your clients, securing contract renewals and ensuring an excellent standard of service by collecting and implementing feedback. Your Account Growth responsibilities stem from the relationships that you build with your clients, knowing precisely if and when a funding product is right for them and making introductions to our client acquisition teams.

Within 6 months, you’ll be expected to gain a deep understanding of the funding landscape, be able to consult with founders and c-level executives during their funding journey and introduce them to GrantTree products and partners to alleviate their pain points.

On a typical day you might:

• Host discovery calls with clients to understand their suitability for government and private funding
• Create renewal proposals to ensure minimal churn of your client book
• Introduce private and public funding opportunities to your client book, such as a VC’s investment mandate or a new competition from Innovate UK
• Provide client feedback to various GrantTree stakeholders to improve delivery standards and processes
• Proactively check in with your clients to understand their development and growth plans and deepen your relationship

Requirements

• Availability for a full-time position
• Minimum 2 years’ experience in an Account Management/Customer Success role
• Comfort working with a large client book containing businesses of various sizes
• Experience in successfully implementing strategies laid out by Account Directors in order to offer a consultative sales process for our clients
• Ability to self-motivate in a flexible work environment
• Ability to manage multiple stakeholders within various projects ranging both within and outside the scope of the role
• Comfort communicating with CEOs, CFOs, and founders via email, phone, and in-person
• Negotiation and contract management skills

Desirable

• Fluency in client retention metrics
• The ability to apply a land & expand methodology to an existing client book
• Experience in and passion for technology and innovation funding
• Project management experience, ideally where multiple teams are involved
• Experience working in or with start-ups and scale-ups
• An entrepreneurial mindset

Benefits

For this role, the salary will be £30K-£40k, depending on experience, plus commission. In addition to your salary, we are offering a place where you can be yourself, develop your skills and fulfil your potential. We also have a flexible approach to working. After you’ve passed your probationary period, you can work from wherever makes sense for you. Though we do have a fully serviced office in the heart of Shoreditch.

Other benefits include:

• 30 days paid holiday on top of Bank Holidays
• Friday afternoon off
• Training & development budget
• Monthly wellness budget
• A generous and inclusive parental leave policy
• Cycle to Work Scheme
• Discounted private health insurance
• Season ticket loan
• Study and charity leave
• Regular social and wellness events
• Access to premium platforms for mental wellbeing

Equal Opportunities

Teams are stronger when they have a diverse range of people. We welcome applications from everyone, regardless of the categories they put themselves in. We also encourage talented ‘square pegs’. If you think you’re the right person for the job even though you don’t quite fit the role spec, be daring and apply!