Senior Manager, Customer Success

Job Description

Infogrid is helping protect the planet and improve the lives of billions of people by making every building a smart building.

Our goal is to be the global provider for connected devices in smart buildings. We already handle millions of events every day from tens of thousands of sensors and we’d like you to help us scale that by an order of magnitude over the coming months.

Sustainability is at our heart; buildings account for 39% of global carbon emissions and we’re creating real solutions to impact this!

We are still early in our journey but have already achieved a lot; we raised a successful series A funding round, grew 5x in employee numbers within 12 months, and voted one of the top 10 most flexible places to work.

As Infogrid grows we need to offer our customers great support as part of the core product. Our customers range from small housing associations to some of the largest corporations globally, and their ability to gain insight into their buildings by using our sensors is key to helping them run efficient systems and reduce their environmental impact.

We are hiring our first Senior Customer Success Manager in the UK to manage a growing team of 5 CSMs. This role will report into the Global Head of Customer Success. In this role, you will be involved in everything post-sales (Onboarding, Installations, Support, Expansion, Reporting, Renewals). You will be happy being a player/manager, and be a strategic advisor to customers, helping them achieve their business outcomes.

You will be the true Customer evangelist, as comfortable in front of customers as you are in data and processes. You will be comfortable owning some of our larger accounts whilst also managing a team. Your role will be to ensure that customers are getting continuous value from Infogrid, at all points of their customer journey, by focusing on customer onboarding, carrying out Monthly or Quarterly business reviews, and being a port of call for any questions or support they may need. You will also be responsible for managing and mentoring your team, ensuring we build a world class Customer Success function. We would like for the person in this role to be interested in improving processes and the way we do things here - the team is less than a year old, so there are lots of opportunities for improvement!

Must have:

• Self-starter with minimum 5+ years experience in customer success or account management with grit, determination and a growth mind-set
• Experience scaling a Customer Success team
• 3+ years experience managing a Customer Success team
• Comfortable working with customers through renewals, upsells, and account management needs
• Experience working in a B2B environment (ideally enterprise)
• Excellent communication skills
• Experience working for a fast growing start up

Nice to have:

• Second European language would be a plus
• Process improvement mindset - how can you make tomorrow better than today?
• Interested in tech and not afraid to get stuck into our hardware
• Experience working for a Global company, with teams in different time zones
• Experience working in a fast growing startup environment would be ideal

We think Infogrid is a great place to work - we’re a recently funded and rapidly growing startup so it’s not perfect but:

❤️ Feel good about your work: Infogrid is actively helping big companies reduce their environmental footprint. We also offset everyone’s carbon footprint.

🤸 We’re flexible: We encourage remote working and offered flexible working hours before COVID and we’ll keep that flexibility afterwards.

📚 Learn and get promoted: Join us at the start of our journey - we’re growing quickly and believe in promoting from within. You can learn and grow your career here.

🌟 Improve yourself: We give everyone a day per month to focus on personal development.

🧑🏽‍🤝‍🧑🏽 Make friends: Everyone here is lovely.

🏠 Added bonus: We give everyone options in the company.

🚀 Join a legitimately secure tech start-up: $15.5M funding round is great of course but more importantly we have real paying customers and a good, growing revenue stream.

And we'll do everything we can to support you during your application. If you need us to make any adjustments to your recruitment process, speak to our recruitment team who will be happy to support you.