Customer Success Executive, at Clubmate, Remote – UK
£21-25k per annum + company bonus.
Clubmate is a UK based fishing club and fishery software platform that takes the hassle out of running a fishing organisation.
We are on a mission to unite every club, fishery and fishing venue on one platform by putting modern, affordable technology at the heart of the sport. We want to make running any fishing organisation simple, easy and efficient whilst making the sport more accessible for everyone.
We are a small, growing team and are now looking for our first dedicated Customer Success Executive. This is a remote based role.
5 reasons you should apply
1) We’re on a very exciting journey.
Clubmate is growing fast. We’re the leading provider of online solutions for the recreational fishing industry and and have ambitious plans both here in the UK and beyond.
2) You’ll have a huge impact.
As the first dedicated Customer Success employee you’ll have full ownership of the customers onboarding journey which is critical to the company’s success.
3) It’ll be both rewarding and fun.
Being part of a growing startup and seeing it succeed thanks to your efforts is hugely rewarding.
4) Exciting career opportunities ahead.
Joining a startup in the early days has the potential to dramatically accelerate your career growth. We’re planning on hiring more staff, do you want to lead them?
5) You can talk about fishing all day.
If you’re a passionate angler who loves helping others go fishing more often, this probably won’t even seem like a job to you.
About the Role
As a Customer Success Executive, you will serve as the primary contact for new customers once they have signed up. This will involve collecting all the information needed to get them set up, configuring Clubmate for their needs, delivering kick-off training and hand-holding through using the system in the early stages.
Amongst other things you’ll need to create efficient processes, training material that works for multiple customers, and deliver engaging training sessions and webinars. You’ll also become an expert in our platform; spot commercial opportunities and be continually tinkering with our processes to make sure that customers are up and running as quickly as possible.
About the ideal candidate
The ideal candidate is someone who is highly organised, has strong attention to detail, an ability to think on their feet, comfortable with technology and above all, loves helping people. The role will involve helping less confident tech users become comfortable with our solutions so patience and the ability to communicate empathetically must come naturally to you.
You are someone who has great communication (both verbal and written) and listening skills. An ideal candidate relishes talking to new prospective clients and building a deeper understanding of their challenges and problems.
You’ll be working from home so will need to be proactive, self-motivated and disciplined. You’ll also understand that working in a start-up might require you to help out your teammates (even if it isn’t your job). We’re all in this together.
All of our customers have one thing in common – a love of fishing. So if you are a passionate angler yourself, you’ve already got a foot in the door. It’s not mandatory to love fishing but a keen interest will be beneficial.
As the first dedicated Customer Success Executive, you have the opportunity to make this role your own, with a view to lead a team in the future. You’ll have the desire and ambition to take on more responsibility and help shape the future of customer success with Clubmate.
Responsibilities
- Provide a seamless onboarding experience to clients, including collecting user details from new clients; accurately uploading these to our platform and delivering kick-off training and webinars
- Address client and user queries and feedback over phone, Intercom and email in a timely, professional and friendly manner.
- Keep detailed records of client’s feedback to inform product development.
- Constantly strive to improve the current onboarding processes. This role is yours for the making.
- Proactively identify commercial opportunities and recommend features to clients and users based on their needs
- Identify opportunities for case studies to showcase our clients positive Clubmate experiences
- Drive renewal conversations and seek opportunities to upsell products and services to clients
- Work closely with our sales team to ensure customers receive the experience they deserve.
We’re looking for someone who has:
- 1-2 years’ experience working in a customer success / account management role, or similar
- A positive attitude with a desire to exceed expectations at every opportunity
- Self-motivation and the ability to work efficiently in remote / home-office
- Strong communication and presentation skills
- High attention to detail and willingness to get involved in problems and find solutions
- Strategic mindset, driving Customer Success initiatives through to completion
- Good self-management and organisation to balance time across multiple clients
- Ability to work with modern software tools
- A keen interest in Fishing (not essential but preferable)
Benefits
You’ll receive:
- From £21-25k salary per annum
- Flexible working environment and hours
- 22 days paid holiday+ 5 paid fishing days
- Company pension
- Annual bonus (based on company targets being achieved)
For us to consider your application, please include a cover letter and answer the following questions:
- Why are you choosing us? In other words, how does being the first Customer Success employee at Clubmate fit in with your career goals?
- Why should we choose you? In other words, how are your experience and skills a great fit for this specific role/company?
- Please explain the problem Clubmate solves in your own words and tell us why you find that exciting?