Customer Success Manager
Applied is the platform for fair and debiased hiring. We’re pushing back against outdated hiring methods and have redesigned the process to focus on skills. We use cutting edge behavioural science, research and data to build a product with purpose. It removes opportunities for bias, enabling organisations to surface the best candidates and take the guesswork out of hiring meaning happier candidates and high functioning teams. Come and join us!
Given what we do, we’re keen to build diverse teams. We have a remote-first working style and trust people to get their work done in the ways that suit them best. We get together as a company a couple of times a year and have opportunities for smaller scale meet ups as well as some coworking options throughout the year.
Due to internal progression, we’re looking for a new Customer Success Manager (CSM) to help our varied customer base get the most out of Applied. In this role, you’ll work to deepen relationships and spot opportunities to expand product usage with existing customers. Working with customers, you'll uncover barriers and opportunities, highlighting them to our product and commercial teams to shape a better product for the future. You'll be responsible for renewal conversations, forecasting and updating customer commercial information as part of a small but ambitious and passionate team. We have a lot to do, and a key part of this role will be prioritising where to put focus and what to set aside for now. Knowing how to balance short term wins with long term planning will be important.
You’ll report into to the Head of Customer Success and work alongside three other CSMs. We believe that diverse teams both perform better and make for a richer work life. As such we’re open to candidates wherever they’ve derived their skillset and passion for this role.
Our Customer Success Manager will:
Enjoy engaging with our Customers, building and then owning values based relationships with them
Have great listening and communication skills, natural empathy for our users and passion for our mission
Be comfortable engaging stakeholders at all levels within customer organisations
Be the voice of customers in internal conversations, feeding back their needs and priorities whilst balancing these with business objectives and available resources
Be/become accountable for keeping customer data clean and up to date to inform company-wide planning
Be/become confident using basic data in decision making, forecasting and for enhancing customer stories
Have a love for learning - in a startup, none of us have all the answers, so openness and willingness to constantly test and learn are key
Feel comfortable to work in an early-stage environment with a good deal of autonomy
In your first 6 months at Applied you'll:
Get to know our customers and learn how Applied fits into their business objectives
Learn all about our Product and how to take customers through their de-biased hiring journey
Learn about our commercial processes and growth strategy
Negotiate renewal contracts with guidance from the team
Have your say as we prioritise the features and upgrades that our customers will need in 2023
Like the rest of the Applied team members you'll benefit from:
Equity in the business
Wellbeing benefit & access to Spill
Flexible and remote working (happy to consider part time)
Remote working budget & Internet Allowance
Involvement in other aspects of the business, from strategy, management and training, to shaping team culture
Being part of something that's both commercially successful and socially important
What are the next steps?
Our process is progressive - instead of submitting a CV, you’ll answer 4 work-related questions. Our goal is to assess your approach to problems and better understand your relevant knowledge and skills.
Whilst we appreciate ChatGPT can answer these questions, we know what it has to say and aren't looking to hear that again. We're far more interested in hearing your perspective written in your own words.
After the job closes, your answers will go through our sift process: all answers will be anonymised, randomised and then reviewed by a panel of reviewers.
If you're shortlisted, we’ll invite you to interview, which will also be managed through our platform. We love giving feedback, so at the end you'll see how well you performed at each stage of the application process.
Right to work: We do not provide visas so please only apply if you have a right to work in the UK.
The Applied platform also asks some demographic questions before you start your application. We only ever see these as summary statistics to help us check if our candidate pool is balanced and if everyone has an equal chance to get hired irrespective of their background. If you prefer, you can easily opt out of answering these questions.