Customer Success Manager

Location: Remote UK or US. 

Eligibility to work in the UK / US: We welcome applications from candidates already eligible to work in the UK / US or those who can apply for a visa granting permission to work in the UK / US (e.g. dependent visas, ancestry etc.) that do not require sponsorship from Whereby. You will be asked to share proof of this prior to receiving any offer of employment.

Interviews: Around 6 hours over a few weeks, including some practical tasks.

Salary: Base salary starting from £ 60,000 ($ 80,000) + 20% bonus, based on goal achievement.

Reporting to: Managing Director, Finance & Operations

Your mission at Whereby

We are looking for a Customer Success Manager to join our team to be a founding member of the Customer Success team and building the foundation of Customer Success at Whereby for years to come. You will own the full spectrum of Customer Success activities at Whereby, from working with large to small customers to driving strategic discussions and expanding their usage. Be the catalyst of shaping the function, sky is the limit!

As our Customer Success Manager you will be our eyes and ears of all customer needs to be able to impact the roadmap with the Head of Engineering and the executive team. You will be exposed to all parts of the business and learn more in 1 week at Whereby than at any other company.

The ideal candidate will be hard working, ambitious and willing to go above and beyond for both the customers and Whereby, consistently delivering on the goals set out. 

This is an exciting opportunity to join a small, but highly skilled team and develop your career in a fast-growing business that has an exciting roadmap ahead.

Whereby’s vision and mission

Our Vision: A world in which anywhere works

Our Mission: Empower telehealth and other businesses to connect seamlessly through video calling, enabling them to unlock their full potential.

📍 Our global HQ is in Norway, but our users (and team) are worldwide - Whereby has been used in nearly every country in the world by millions of people. 🌏

To succeed in this role, you will need to be a highly skilled communicator, thrive in a fast-paced environment, and collaborate remotely with our global team.

Benefits include unlimited holiday, flexible, hybrid working setup, home office budget, enhanced parental leave, equity, and more.

What we’re looking for in our Customer Success Manager

Operate as a business-impact obsessed consultant to our large to medium customers and the accountable owner for their success with Whereby

• Develop and execute strategic action plans for each account to ensure customers’ success throughout the customer journey

• Own the relationship with a cross-functional team of our customers’ senior leaders across Product, Engineering, and Legal, and be a trusted advisor on their strategic priorities as it relates to Whereby

• Map customer’s business priorities to solutions in Whereby. Be prescriptive and highly consultative in with customers on how we will drive their success.

• Audit the business impact of the customer’s Whereby program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s ProdEng organization

• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans

• Build & communicates a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team

Drive adoption directly and indirectly by managing the customer to effective change

• Owns the project management of activities (ours and the customer’s) and actions to drive adoption

• Develop programs to create power users and influencers ready to champion and enable others in the business

• Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Whereby is embedded in the core product

• Ensure the customer has the right training and enablement assets available to their ProdEng organisation

• Identify potential power users, low adopters and bubble up to program leadership for action

• Educate users with product enablement & training

Own customer renewal and expansion:

• Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business

• Completely own the renewal and expansion process, while working closely with our sales team to identify strategic areas of expansion beyond active contacts

Build customer success and be the voice of the customer:

• Translate learnings from past experiences and time at Whereby to iterate and improve on all parts of CS at Whereby, including customer journey, rituals, and processes

• Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more

• Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Engineering on ProdEng roadmap

Skills & Competencies

• Independent problem-solver who thrives in collaborative environments

• You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow.

• Proactive self starter with ambition to learn and grow and a passion for continuous learning

• You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”

• Excellent communication skills with ability to work collaboratively across the wider team

• Organised and detail-oriented with consistent delivery of high-quality work

• Comfortable working in a dynamic, fast-paced environment

• You are excited about working in an early stage, fast paced environment where you can have meaningful ownership and impact on the business

Qualifications

• 5+ years of Account Management or Customer Success experience in a B2B SaaS role, managing customer relationships with 6-figure contracts at technology startups

• Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals

• Experience working with and effectively collaborating with technical and non-technical stakeholders in product, engineering and legal

• Strong business acumen - you think business outcomes first, and can connect product adoption to business value

• Experience managing complex programs and initiatives, spanning hundreds of users, and many teams to quantifiable success

• You know how to communicate effectively to drive impact, across all forms (docs, emails, Slack messages, presentations) and at all levels (from AE to CRO).

• You’re a top performer, and can prove it. You have a track record of success with your customers

Nice to have but not a must:

• Deep understanding of typical SaaS go-to-market motions and Sales strategies

• Experience in a Sales org as BDR/SDR, AE or AM

• Familiarity supporting Product or Engineering teams in previous roles

You've read all this way... you may as well apply! 🙌

If you have any more questions, take a peek at our Recruitment FAQ on Notion or drop us an email to careers@whereby.com. You can always read more about Whereby here on our open handbook.

Background checking: We perform background checks on certain roles. For more information about how and why we carry out background checks, this document is a great starting point. For anything further, please email careers@whereby.com or your Talent Partner. Whereby’s background checks will be carried out by Zinc.

Legitimate posting: If you aren’t seeing this role advertised on https://jobs.lever.co/whereby the role is likely closed for new applications. Unfortunately, we are not always in control of where our roles are posted as many websites post our roles without our express consent. For this reason, you may be reading out of date information - we are so sorry about that. Our careers team is always on hand to answer questions, drop us a line at careers@whereby.com