Enterprise Customer Success Manager

About Hook

Hook's mission is to empower subscription businesses with machine learning in order to help them improve customer loyalty and revenue generation from existing customers.

We’re a Series A company who have raised $multi-million in funding from some of the top investors in Europe and the US (e.g. Balderton Capital and Lightspeed) and have an enviable list of customers that we’re working with including some of the fastest growing companies in the world. We’re looking for ambitious people that want to be part of our meaningful vision of changing how businesses engage with their customers, and of building one of the world’s leading workplaces for great people along the way.

The Role:

We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever-growing customer base. In this role, you’ll be responsible for ensuring the success of our customers during the full lifecycle, from initial strategy sessions right through to closing renewals. You will be accountable for partnering with our customers to drive value by increasing adoption, optimizing their Hook experience and being a trusted partner for their customer success and revenue teams. 

In this role, you have the opportunity to not only deliver excellence for your customers, but to shape how this is done for many years to come as we build out our best-in-class customer team.

If you love solving customer problems, excel at juggling multiple tasks, and have a knack for turning data into insight, then this could be the perfect opportunity for you.

What will you be doing?

• Project managing the success of your customers and driving all commercial conversations at renewal

• Review the health of your customer base and prioritise your time accordingly; be an advocate for best in class usage of Hook

• Become a product expert, developing best practices to share with customers, helping them leverage the full functionality of Hook

• Map out key customer stakeholders and proactively build strong relationships to ensure every department can achieve maximum value

• Coordinate with multiple internal teams including product and engineering, to ensure that deliverables for your customers are met and that we’re able to deliver outstanding customer experiences

• Continuously improve and iterate on current processes to ensure we’re delivering excellence and optimising for scale as our customer base grows

Who are we looking for?

• Prior experience in a Customer Success or Project Management role

• Experience in a saas/technology company, ideally working with more technical software

• You’re comfortable operating in an environment where not every playbook and resource exists yet and you’re excited by the prospect of building things as you go

• Proven track record achieving commercial targets and experience managing renewals.

• Exceptional communication skills, both written and verbal, with experience of presenting to large and small audiences.

• Experience in building outcome-driven customer success plans and managing multiple projects and workstreams for customers

• You’re organised; prioritising your accounts and managing your time effectively, but equally as happy solving a problem on the fly

Benefits

🏖️ 27 days holiday (option to buy and sell holiday) + bank holidays

📈 Generous stock options

🏥 Private health insurance so you can get the best care you need

🧘 Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food

📚 Annual learning & development budget for every employee

🏢 Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street

💻 The best equipment for everyone to work with

Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start-up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.