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Customer Success Manager

Job Description

Posted about 1 month ago

About us

Fair HQ is the first tech platform to help startups, scale-ups and VCs embed diversity & inclusion across their businesses and remove bias from their process & behaviours. Some of our customers have called Fair HQ their "Head of D&I", which we find both rewarding & fitting. We're an early stage startup backed by prominent London VCs amazing tech founders.

We exist because the world we’re living in today is not (yet) fair — someone's background & identity still influence how they're able to navigate the world of work. We're here to change that. Join us on our mission to create a truly meritocratic society. We're Fair (it's in the name!) — we don't judge you on your background, but on your passion, skills and experience.

About the role

As our first Fair HQ customer success manager, you will be focusing on the end-to-end customer journey - from first product demo, helping customers launch Fair HQ internally, to checking in regularly to see how they're doing and learning what they need next. You will be part advisor, product specialist, coach, customer advocate and project manager - all at scale with hundreds of customers over time.

You'll be at the core of our team, working closely with the CEO, behavioural science and dev team. We are a fully remote team that periodically meet in person in cool cities in UK & Europe - your day will be a mix of Zoom/Around calls with the team and customers, focused thinking time, and shared collaboration using online tools.

What you’ll be doing:

  • Know Fair HQ product our roadmap inside out so you can support customers and inform them about any product updates or bugs
  • Take over and continuously improve the customer success journey - from a product demo to automated campaigns to embedding effective change into our customers' businesses
  • Create supporting materials such as templates, checklist, loom videos, blog posts and other training materials to help customers succeed — with help from behavioural science (Bibi), design (Majo) content (Ruby)
  • Identify and capture common customer challenges and suggest better solutions to the product team to test
  • We're a startup and everyone wears multiple hats, so expect to own some other exciting responsibilities outside of the CS role
  • As we grow, you can be the one growing an amazing customer success team around you
  • Requirements

    What will help you do the job well

    • You are passionate about making the world more diverse and inclusive and believe improving the world of work is a great place to start
    • You have experience working closely with customers in a tech startup
    • You've used Intercom or a similar tool to set up personal, yet automated campaigns to help users succeed, including measuring the impact of these campaigns
    • You're energised by meeting new people, learning about them, and helping them where they want to get to
    • You enjoy mastering new tech tools without loads of hand-holding
    • IMPORTANT: please apply even if you don't have experience with all of the above. We're really happy for you to learn on the job

      Benefits

      What do we offer?

      • 💸 Salary is £30,000-45,000/year for UK based employees. Exact salary will be decided according to your experience, it is negotiable.
      • 🚀 Employee stock options - get a piece of the company success you help to create (after probation)
      • 🐙 Flexible remote working
      • 💻 MacBook
      • 🎧 Remote home working set up (using HOFY) or access to part time hotdesking in your location (after probation, but can be agreed earlier if needed)
      • 🏝 30 days of holidays incl. UK bank holidays + plenty of paid leave options (see our full Holidays paid time off policy )
      • 🤓 Personal development plan: access to tools, books, people
      • 🍝 Fascinating lunch learns with experts
      • 🌆 Team retreats in cool locations such as Lisbon, Amsterdam Prague
      • 🩺 Private health insurance or online GP to up to £35/month - (after probation)
      • 💪 Other tailored benefits to your needs
      • 🎁 Some surprise presents throughout the year
      • We're committed to being fair and transparent, which is why we're asking you to complete a quick survey. We'd love to get to know you by learning about your experience and skills. In fact, we don't need a cover letter or your CV!

        👉 Apply here: https://fairhq.typeform.com/to/w1Xnxenl

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