Customer Success Manager

Location

Remote | Canada

Job description

Who we are:

Our passion is to help build stronger leaders, thriving teams and ultimately better business. To do this, we bring together world class coaches with a high impact, digital learning platform so that people can access personalised coaching and learning on the go.

Our purpose is to empower leaders and professionals to be at their best, to feel more confident, effective, purposeful and inspired in their careers and lives. We imagine a world where any professional will have access to a coach-in-their-pocket, to support their learning and performance, in an intuitive and affordable way. This is why a core part of our mission is to ‘democratise coaching’.

Founded in 2019, our SaaS platform has enabled us to take coaching to over 1,900 leaders and professionals across Europe, the US, AsiaPac and Australia. Our clients are progressive about developing talent, and passionate about bringing a fresh approach to creating engaging, high performing cultures and workplaces. We partner with organisations, ranging from small, high-growth start-ups to global, corporate businesses. . We are a scale-up venture, able to flex, move quickly and make a real difference.

The role:

We are passionate about what we do and are looking for an engaging, consultative and organised Client Success Manager to help us continue to build and strengthen our approach to client partnering.

The successful candidate will have a proven track record of building and scaling clients in a fast-paced environment. We find that people who fit best with us are driven, energetic, goal oriented professionals who care deeply about delivering outstanding work and go the extra mile to empower our clients and members to realise their full potential.

What you’ll be getting up to:

Overall responsibility for successful, high impact client deliverables that lead to our clients retaining and growing their accounts with us year on year. This includes:

• Building strong relationships and seeking out opportunities to pass over to the PDs

• Following the onboarding process from discovery call with the PDs to the launch call ensuring all timelines are met and any issues are resolved

• Achieving 85% engagement on all programmes

• Achieving an average of 4.5/5 on client feedback scores

• Team-work is paramount. You will be responsible for driving great relationships internally ensuring everyone is on the same page and working in a way that drives engagement, collaboration and the best outcome for the client

• Developing and evolving processes to provide a seamless and connected journey so that we continue to improve the client experience year on year.

• Managing client programmes end to end, ensuring they run seamlessly to time and to standard.

• Onboarding and working with clients so they feel they are safe hands and know exactly what they need to do and by when.

• Creating client stories on each programme to show impact and results

How will you know if this role is a great fit for you?

You’ll know Mindbeat is the place for you if you thrive when working with a team of bright, passionate and collaborative colleagues who care deeply about delivering outstanding work. We’re a playful, curious bunch who care deeply about helping our clients grow and develop stronger people and cultures! Given Mindbeat is a scale-up venture, being comfortable with ambiguity and with working in a fast paced environment is an important requirement in the role. You should feel comfortable with challenging up, across and down the organisation and taking ownership for your area.

In addition, you'll know the role could be right if:

• You have a proven track record of building brilliant client relationships and delivering solutions on time and with great feedback

• You are a team player at heart and thrive in an environment where we are passionate about what we do. You are predominantly In it for the team, our clients and our members.

• Outstanding presentation, written and verbal communication skills

• Great attention to detail and a data-driven approach

• A can-do style with an aptitude for developing solutions

• A process-driven approach, meticulously organised and self-motivated

• Flexible, able to evolve your approach to match the evolving needs of clients and colleagues

• While we are a remote-first company, the role will be based in London where many of our clients are located

• You have a passion for this space and want to continue to learn more about personal development and how coaching can superpower teams and organisations.

Apart from having the opportunity to get in at the early stages of a fast growing scale-up, the role offers opportunities for career development and comes with a competitive compensation package. Our team say the biggest benefit, however, is that of being able to make a difference to people’s careers and lives, to work in a space that feels purposeful, and to have fun along the way!

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Salary