Customer Success Manager

Job Description

Our mission is to make meaningful learning a part of your everyday 🧠. The shelf life of our skills is now less than 5 years. So, if you stopped learning today, your skills would soon be irrelevant. Think that’s a big problem? You’d be right.

Enter HowNow. Founded in 2019, our Learning and Skills Platform is disrupting the way people learn and upskill through technology. Whether it's finding a quick answer, learning skills or tapping into shared knowledge, we make it easy for people to learn what they need, when they need it.

Already used by fast-growing scale-ups and global enterprises, such as Trainline, Depop and Sanofi, we’re pushing the boundaries of how people learn.

Hi I'm Sam, the Head of CX HowNow 👋🏾 I’m looking for an experienced Customer Success Manager to join us.

There has never been a better time to join HowNow. From raising Series A last year, to signing our most exciting contract to date, we are on the precipice of something big, and you can be part of this journey.

We are looking for someone excited by change, who embraces the unknown, and loves to solve challenging L&D business problems our customers face.

Alongside the opportunities to develop and grow your career, we're a fun and friendly bunch. Have a watch of the video below to get an understanding of what it's like to work here.

Day-to-day tasks will include 📩

• You’ll collaborate with your customers (a few examples here) to define and deliver value aligned to their business needs
• You’ll discover amazing stories of success within your customers, shout about them, and champion their successes
• You’ll never stand still in the pursuit of excellence, you’ll look to always build and improve, delivering value constantly, not just once
• You’ll be your customers biggest voice in HowNow, representing their interests across the business to ensure we guarantee their success through everything we do
• You’ll be an L&D and/or Skills expert - acting as an extension to your customers teams, not just a tool
• You’ll manage your customers success through our customer success tools, including Success Plans, Account Maps, and Playbooks

The key things that we will be looking for in applicants 🔑

• You have previous experience as a B2B Customer Success Manager
• You've worked with, and shown the value to your customer of a complex SaaS platform
• You have excellent written, verbal communication and presentation skills at all levels of a business
• You are comfortable operating across multiple stakeholders, with varying demands, across multiple touch-points
• You are able to prioritise what matters most in a fast-paced working environment
• You have a strong sense of empathy for your customers and desire to see them success

What you’ll get:

💰 Our salaries are calculated using a SaaS benchmarking tool called (Figures). Happy to disclose upon application. You’ll also receive a 10% performance based bonus on top.

🏡 Hybrid working (2x a week in our London office, Tuesday and Thursdays) and flexible working hours

🌍 Work From Anywhere, for up to two weeks per quarter, which you can read about here

💆 Wind-down Fridays. No meetings from 2pm onwards on Fridays, for you to wind down for the weekend. Our HowNow’ers use this time to exercise, study, or spend some time with their family and friends, which you can read about here

👼🏼 Enhanced maternity and paternity policies which you can read about here

🌴 25 days holiday, plus bank holidays and your birthday day off

💰 An enhanced employee pension scheme

👩🏾‍⚕️ Private health insurance through Vitality

📚 An annual £500 learning and development budget

🐶 Dog friendly offices - we love our pets! 🐾

🤩 Monthly socials, which have included mini-golf, Hijingo, shuffleboarding, 5-a-side football and Badminton

💡 Access to the very best learning platform out there (HowNow+) to keep you at the top of your game

🚲 Cycle to Work scheme

What's next? 🤔

Once you've applied, we'll get back in touch with you. This is usually within the next 3 working days. Sometimes it can take slightly longer, but we will get back to you as soon as we can, irregardless of what the outcome of your application is.

1. You'll be invited to a 30-minute video call with Dom, our Senior Talent Partner.
2. A 30 minute interview with Lulu, our Head of Customer Success
3. A 1hour, task-based interview delivered to Sam, our Head of CX, Lulu, our Head of CS, and James Adie, our Senior Account Manager