We are a VC-backed startup operating in the exciting FinTech space. We've created a bank-linked rewards app, allowing retailers to ditch paper loyalty cards and reward customers when they simply pay by debit card. Leveraging new technology, we also give retailers the tools to engage with, surprise and delight their top customers, which leads to increased brand loyalty and customer satisfaction.

We are looking for a passionate customer success manager to join us as we scale our product.

As a customer success manager your primary goal will be to ensure our customers are happy. You will be involved with all customer touch points, including onboarding, support, account management, product demos, education and more. The role is based in Belfast (it is temporarily remote due to Covid-19, but we work from the excellent Ormeau Baths co-working hub). Travel (within Ireland) will be required on a regular basis.

Responsibilities

• Measure and work to improve our own customer satisfaction levels using appropriate tools and metrics (e.g. NPS, HubSpot)

• Assist with the onboarding and training of new customers

• Support customers throughout the entire customer lifecycle, turning them into loyal customers and referrers for our brand

• Gain a deep knowledge and understanding of our platform and communicate product features clearly to prospective, new and existing customers

• Own and maintain our Help Centre with relevant FAQs, how-to guides and support articles

• Ensure customers are getting the most out of the loyalBe platform with semi-regular check-ins

• Represent the voice of the customer within the company and ensure that the team, the roadmap and our company vision is aligned with customer needs

• Manage general comms with clients (new features, etc)

• Communicate with prospective customers and assist with product demos

• Help to design and implement strategies in order to mitigate customer churn

• Help us to surprise and delight our customers

Essential Skills & Experience

Experience

• 2+ years in a customer success, account manager or similar role

• Proven track record of working in a customer facing role

• Experience with relationship building with clients

• Experience with help desk / support ticketing tools (preferred but not essential)

Skills

• Excellent communication skills (written and verbal)

• Excellent interpersonal skills and be able to build rapport with customers

• Be a creative problem solver

• Be able to operate effectively and adopt quickly in an uncertain and fast-paced environment

• Driven, pragmatic, self-motived, enthusiastic with a 'can do' attitude