Customer Success Manager

ABOUT HIVE LEARNING

For the past five years, Hive Learning has helped some of the world’s most influential organisations create and embed culture change digitally and at scale. And in the past 18 months, our mission has become even more urgent. 

We specialise in accelerating culture change in areas like inclusion, mental health, sustainability, and innovation –– areas that today are more critical today than they have ever been. 

And our approach works. 88% of our learners change their behaviour thanks to our unique approach. Our technology combines network science and nudge theory and everything we do is underpinned by a five-part methodology developed from studying over 20,000 change programmes and real-world social movements. 

In short, we’re on a mission to disrupt the outdated and ineffective world of corporate learning and help corporate learning teams overcome one of their biggest challenges — holding every person in their organisation accountable for their behaviours and making sure change sticks. 

THE OPPORTUNITY

This role would be well suited to a graduate with some internship experience or 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 are comfortable presenting in front of clients 
  • 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 a basic understanding of data incl. Excel knowledge. Knowledge of PowerBi is a plus
  • 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, virtual and in-person socials
  • Salary 27k per annum
  • 25 days annual leave + a bonus day off on your birthday
  • Life assurance
  • Pension scheme
  • Up to £800 per year flexible benefits package – you pick a combination from a list including medical insurance, dental cover, gym membership and much more.
  • We currently work in a hybrid environment and share our time between home office and our new Scale Space office in London, where you will work with your colleagues approx 2 days a week
  • Budget to support your home office equipment
  • 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

A quick note on how we hire

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’re 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. 

And if this job speaks to you but you're not sure you have the "right" experience, we'd love you to apply anyway and tell us why you'd be great for this role in your cover letter.

If we can help with any special accommodations for your application or interviews, just let us know.

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