Join the Team! Customer Success Executive

Customer Success Executive 

£23k – £33k doe, Full time.

Hybrid position, Manchester/UK based. 

About Us

We want to give the world a voice, and we can’t do that without a talented and passionate team to get us there! We would love you to be a part of it.

We started life as the world’s first pupil voice app, giving children and young people a safe space to talk about their worries and concerns. So far we have given over 500,000 pupils a voice! We had programmes funded by the UK Government, our original founders were named on the Forbes 30 under 30 list, and we were recently named as one of Tech Nation’s Rising Stars!

In March 2020 we launched our second product Stribe, a SaaS product that solved how HR teams could listen to, and understand their employees, in dispersed and remote workforces.

As a small start-up, culture is important to us. You’ll be naturally curious and always interested in learning more. You’ll make mistakes (we all do!) but you’ll learn from them for next time. Most importantly, as part of tootoot, you’ll be a big team player, working towards the same goal as everyone else – making organisations happier and safer places to be.

A few things you should know about the role…

Our customers are at the heart of everything we do at Stribe. The Customer Success role is an exciting opportunity for an individual who has experience in customer support and is looking for a new role in a tech scale-up!

You’ll be working to improve the customer experience and customer communications for our product Stribe as we move towards being a profitable scale-up. 

Day to day you’ll be supporting customers with queries, delivering training sessions, and helping them embed Stribe into their organisation; ultimately contributing to their overall success with us! You’ll report to, and work closely with Lucy, our COO, as well as other teams across the company, to improve the customer experience and the product itself.

This role is the perfect opportunity for someone who has experience working in a previous customer-facing role, is tech-savvy and has a passion for employee wellbeing, mental health and engagement. 

What we’re looking for:

• You have a minimum of 1-2 years of experience in a customer success role within a software company.
• You have a passion for employee wellbeing and engagement.
• You have experience managing customer relationships and a proven ability to understand and empathise with customers. 

• You have a track record of leading technical conversations, and creating and bringing customers on board with a plan that will help them reach their goals.
• You are great at verbally explaining things to people and have flawless written English.

• You are able to multitask effectively and work across multiple systems (we use ActiveCampaign, Capsule, Trello, Monday and the Google Suite).

• You can confidently and accurately write for a range of materials such as emails, support articles, blogs etc. 
• You have an entrepreneurial spirit, love problem-solving and have a willingness to go the extra mile to make a real impact on our customers’ experiences.
• You are able to thrive in a fast-paced, hybrid environment and react to changes in requirements as the business and team evolve.
• You are a self-starter who can flourish when working in a remote team.

Your role will be to:

• Help customers have the best experience possible with our product, working proactively across email, phone and chat to support them with queries and drive product adoption.
• Provide Stribe training and education to customers to help them achieve their goals. As a part of this, you will also keep our customers up to date on new Stribe features.
• Carry out proactive calls to new clients, welcoming them to Stribe, helping with their set-up, and working with them to successfully launch Stribe.
• Create support and training materials to help more customers use Stribe’s features
• Update our online support centre as our product evolves and new features are released, as well as in response to customer questions
• Develop a strong working knowledge of our product and speak fluently about employee engagement and Stribe’s best practices, helping our customers to achieve success without any technical barriers. 
• Act as a customer advocate to our product team by collecting and sharing customer feedback and ideas.

• Collaborate with our product and development teams to diagnose issues to fix and improve the product experience for our customers.

Benefits

How we approach hybrid working

The majority of the Stribe team works remotely, with occasional office-based days for collaborative working. Whilst there is no set schedule for office/working-from-home days, you must be willing to travel to Stribe’s Manchester-based office for ad-hoc office days (when required) and quarterly company get-togethers.

Flexible hours

We offer flexible working hours, with core hours of 10am – 2pm to aid communication and collaboration. Outside of those hours we trust you to work enough hours to do your job well, at times that suit you and your team. 

Wellbeing and personal development

We give every employee dedicated time each week for personal development and/or wellbeing, as well as a monthly budget to spend too.

As well as…

• 22 days of holiday + bank holidays
• Share options
• Quarterly team meet-ups and socials
• Mac laptop and accessories
• Private health cash plan

To apply please submit a CV and Cover Letter to lucy@stribehq.com.