Customer Success Specialist

Job Description

About Ticket Tailor

Our mission is to empower a diverse range of event creators by making it easy and affordable to sell tickets online. We believe in doing business for the good of society and the environment, by growing better not just bigger.

Last year, over 6 million tickets were sold through the Ticket Tailor platform, for all types of events from art installations to water park entry. We have a world-class NPS score, and pride ourselves in building a simple platform built with a customer-first mindset, whilst making a difference to the planet by donating 1p to climate causes for every ticket sold.

We’re fully independent meaning we don’t have to answer to anyone except ourselves and our customers, allowing us to scale the company sustainably and with soul.

Our small, but stellar team value simplicity, transparency and collaboration. We love to work with inclusive and supportive people who share our belief that a happy workplace = happy customers.

About the role

As our first Customer Success Specialist, you’ll be setting up the foundations of our success program. We’re looking for someone who has already worked in at least one customer facing role (either support or success), loves building things from the ground up and isn’t afraid to learn as they go. You will get to know our highest value customers and develop in-depth knowledge of our platform and customer segments to provide a stellar onboarding experience, as well as nurturing existing relationships with retention as your primary goal.

The position will report into our Customer Experience Lead, who you’ll work closely with to share insights from customers, ensuring that we continue to evolve our product roadmap to meet the growing needs of event organisers.

Main responsibilities

• Conduct onboarding and training calls with high value customers to ensure they achieve their desired outcomes in using Ticket Tailor
• Communicate with customers through our customer software Intercom, to help them with the product and act as an escalation point from customer support
• Become a product expert – you’ll get to know our platform inside-out, so you can advise and educate our customers on making the most of our tools for their success
• Develop a deep understanding of the needs of our different customer segments (both high value, but also by industry) and ensure their account usage remains healthy
• Design scalable processes for monitoring customer health and retention
• Create educational materials and proactive campaigns to develop adoption of features and prevent churn
• Work with customer support to input learnings from customers into our feedback cycle to drive development of our product roadmap

Helpful skills and experience

• A minimum of one year prior experience in a customer facing role (bonus if worked with a SaaS product)
• Naturally customer focussed – you love chatting to people and making them happy and successful
• Tech savvy – comfortable learning a new tool and able to think with an adaptable mindset to speak knowledgeably with a wide-range of customers
• A self-starter with experience in building something from scratch (either independently or having been part of growing something within another team)
• A confident, articulate and attentive communicator. Naturally good at both written and spoken forms, with a meticulous eye for attention to detail
• Good with data and crunching numbers

This role will suit you if...

🐝 You enjoy working in a small, collaborative team

🏗 You’re looking for experience in building something from the bottom up

🌟 You love providing a stellar experience and making customers happy

🚀You're ambitious, enjoying constantly learning, and have a growth mindset

What we’re offering

• £30,000-£40,000 salary based on experience
• Annual profit share based on company growth
• Generous budget to set up your working environment
• £500 annual learning budget, including a Kindle upon joining
• £300 wellness budget (for gym, classes, massages etc)
• Private healthcare cover (including therapy, dental and optical)
• 25 days holiday (plus bank holidays)
• Flexible working hours and hybrid working
• Work in our lovely modern office (complete with cute dogs) in East London