Customer Success Manager

ABOUT HIVE LEARNING

Hive Learning is on a mission to disrupt corporate learning; a pursuit that is more relevant now than ever before, as face-to-face training is mostly impossible but most traditional online systems are grey, boring... and frankly rubbish if you ask us! Our magic? Peer learning. All the stuff that makes social media addictive and more - we are all about creating behaviour change by getting communities to drive daily habits together. We are making learning exciting and modern. We help workforces all over the world build cultures of learning, inclusion, collaboration and innovation. Our apps, content and activation teams help millions of people learn together every day.

We are proud to work with the likes of Boots, Legal & General, Inchcape, International Olympic Committee, Deloitte, two leading financial services brands, two of the world’s top business schools and multiple world-leading sports organisations and not-for-profits like Shout and Place2Be.

We’re backed by Europe’s leading venture builder, Blenheim Chalcot, and founded by legendary Rugby World-Cup-winning coach Sir Clive Woodward. And we’re a team of 50 people (all working remotely right now!) spread across London, New York and many places in between.  

And now, thanks to new client growth, we’re looking for people who share our passion to help our clients rapidly accelerate culture change in their organisations so they can continue to grow and help their people grow with them.

At Hive Learning, our products are striving to create a more equitable world. And for that reason, we take diversity and inclusion seriously in our hiring processes too. We are committed to building a team that represents a whole host of backgrounds, perspectives and skills and we’re proud to be an Equal Opportunity Employer. We strongly encourage candidates of all different backgrounds and identities to apply. If this job speaks to you but you're not sure you have the "right" experience, we'd encourage you to apply anyway and tell us why you'd be great here in your cover letter.

THE OPPORTUNITY

This role would be well suited to someone with a few years of experience. You should have a passion for helping people learn and working in a digital environment. This role provides lots of opportunities to learn and grow; our Customer Success Managers have a high level of responsibility, including working with very senior stakeholders, strategic thinking, consultancy, analysis and more. You will also learn a lot about technology and will work closely with our product team. As a Customer Success Manager, you will report to our Head of Customer Success and be joining an energetic, supportive team with a proven track record of delivering high impact and value to our clients.

The Customer Success team is one of the most important teams in our business as they fuel our growth by ensuring customers have a first-class experience. It's a challenging role, balancing both commercial and experiential priorities, but get it right and it's one of the most rewarding in the company. This is a rare opportunity to help shape an exciting business from the outset, working in a passionate, welcoming team with the chance to succeed in a growing market. 

YOUR MISSION 

  • Leading customers through the on-boarding process (post sales) and setting the tone for the excellent service they will receive.
  • Helping customers continually achieve their objectives and ensuring their measures of success are met.
  • Managing the whole delivery process for clients - including onboarding, regular communication with clients, driving engagement, analysis and insights of data, testing and learning - and more!
  • Being the main point of escalation for customers; their guardian within the business.
  • Spotting opportunities for us to help customers grow their business, improving the potential for the Partnerships Team to grow revenue for the business in the process.
  • Helping to identify customers that are 'at risk' and set recovery plans in place to win them back round.
  • Ensuring that for every customer, we know what they love about our platform, and what we could improve.
  • Helping to determine, design and develop new ways for our customers to get the most out of our platform.
  • Ensuring smooth customer transitioning and training as our product develops.

A LITTLE BIT ABOUT YOU

  • Degree level education or equivalent life experience
  • You'll be working with clients a lot, so ideally you'll get energy from working with people. You're comfortable communicating and building relationships
  • You have a growth mindset and you’re always looking to learn; we’re looking for someone who can both grow the role and their career at the same time
  • You excel in a high-growth environment, working at startup pace, embracing change and adjusting course regularly
  • You’re a strategic and analytical thinker who has a proactive approach to solving problems.
  • You have an autonomous, self-starting approach with a natural curiosity of how things can be done better
  • You get pleasure from doing a great job and going the extra mile for clients
  • You have a creative side; you’re able to come up with ideas to help us deliver the product in new ways.
  • You have a sharp attention to detail and are highly organised 
  • A bonus would be that you have experience working in or with corporate HR, Learning & Development or Diversity & Inclusion functions

WHY US?

  • The opportunity to be part of a forward-thinking, energetic and enthusiastic team with a passion for learning and making a difference
  • The opportunity to be part of a start-up to scale-up, disrupting a major market - be part of building a unique product that is becoming a house-hold name in corporate tech
  • Opportunities to learn, grow and try something new in a teamwork-focused and encouraging environment designed to help you be your best self
  • Continuous opportunities to learn; take part in frequent development events and expert sessions hosted at Blenheim Chalcot, plus connect and be mentored by some of the incredible people that work here in the 30+ other start-ups we share a building with
  • Fun activities, nights out, office fruit, beverage fridge stocked with everything from beer and fizz to coconut water and San Pellegrino
  • Salary 27k per annum
  • 25 days annual leave + a bonus day off on your birthday
  • Life assurance
  • Pension scheme
  • Up to £800 flexible benefits package – you pick a combination from a list including medical insurance, dental cover, gym membership and much more.
  • At Hive Learning we embrace diversity and equal opportunity, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be
  • NOTE: At the moment the role is home based. Once restrictions are lifted, you'd need to be able to be in London up to a few days per week, only travel beyond this would be paid in addition

 

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Blenheim Chalcot Group are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.