Customer Success Manager

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🔍 At a Glance

Us: We’re transforming the world of insights with our AI copilot, helping our customers complete research analysis in 70% less time. Our platform is already trusted by over 200 leading consultancies to tackle some of the most complex research challenges. Now we need a Customer Success Manager to help us manage and turbocharge this momentum

You: A customer-obsessed problem solver who takes real pride in for helping people succeed. You're ambitious, strategic, and you know how to empathetically build strong relationships by delivering value.

💼 The Role

As a Customer Success Manager at CoLoop, you'll help researchers leverage AI to achieve their goals. You'll onboard new users, build strong relationships, and ensure they get the most out of CoLoop’s platform. Acting as the voice of the researcher, you’ll collaborate with teams to drive product improvements and customer satisfaction.

Your Mission

You’ll focus on converting pilot users into long-term customers, boosting satisfaction, and increasing account value. Relationships are key to driving CoLoop's growth through exceptional support and proactive account management. You’ll need to hit the ground running, learning quickly and mastering both the product and the industry it serves.

If you’re a hungry, ambitious self-starter looking to build a career in tech-sales, this is the role for you.

💻 What You Will Be Doing

Expect your day-to-day activities to include:

• Building Relationships: Develop and maintain strong relationships with our researchers, ensuring they receive the support and resources needed to succeed.
• Helping Researchers Achieve Goals: Work closely with researchers to help them achieve their desired outcomes, acting as their strategic partner and problem solver.
• Monitoring Researcher Satisfaction: Track researcher health indicators, measure satisfaction, and create action plans to address any issues proactively.
• Support and Onboarding: Lead onboarding sessions to ensure researchers start using CoLoop’s AI platform confidently and effectively.
• New Product Releases & Feedback: Generate excitement around new product releases, gather feedback, and represent researcher needs to the product team.
• Process Improvement: Identify opportunities to optimize internal customer success processes, driving greater efficiency and satisfaction for our researchers.
• Account Management & Customer Support: Own and manage a portfolio of researchers, ensuring seamless onboarding, resolving issues, and driving customer engagement. Handle sales admin tasks such as invoicing and account updates with precision and attention to detail.
• Collaboration & Advocacy: Work closely with the sales, product, and engineering teams to support new product rollouts. Act as the voice of the customer within CoLoop, leading community engagement and ensuring feedback is used to improve the platform.
• Account Expansion: While this is primarily a customer success role, identifying upselling opportunities and expanding researcher accounts will be part of your responsibilities.

😊 What You’ll Bring

• Experience: 1+ years of experience in customer success, account management, or similar roles, ideally in a SaaS or AI-driven company.
• Empathy: You understand our researchers' needs, identify their challenges, and ensure our platform is the right fit for their requirements.
• Self-Starter Mentality: Thriving in sometimes unstructured, fast-paced environments.
• Love the pace: Working in a fast-paced, sometimes unstructured environment excites you!
• Compelling Communicator: You communicate in a clear, compelling, and friendly way.
• Creative Problem-Solver: You view problem-solving as a fun, creative process.
• Keen Eye for Detail: You have the ability to keep track of all the details.
• Ownership: You take full ownership of tasks and strive to innovate beyond the given brief.
• Data-Driven: You make decisions based on data, and your instinct rarely leads you wrong.
• Date-First: You prefer to gather information before coming to conclusions or offering your thoughts.
• Critical Thinker: You don’t mind asking questions and providing critical analysis when needed.

🚀 Even Better If You Have

• Experience in sales, customer service, or consulting roles, particularly in a SaaS or AI-related field.
• An interest in AI and its potential to transform market research.
• Familiarity with CRMs and customer success platforms.
• A background in qualitative research or consulting.
• The ability to spot upsell opportunities and contribute to researcher account growth would be a strong plus.

📚 What You’ll Get

• Flexibility: Hybrid work model (West London office with remote options).
• Competitive Salary: £30k-40k, plus performance bonuses.
• Growth Opportunity: Be part of a fast-growing, startup, with opportunities to advance into sales or account management as you grow within the role.
• Culture: A small, collaborative, and highly adaptive team that embraces challenges, learns quickly, and enjoys building something meaningful.

💬 Our Interview Process

1. First Interview: Get to know us and share your journey.
2. Practical Assessment: Show us how you’d tackle key challenges in customer success.
3. Final Interview: We’ll dive deeper into your career aspirations and how they align with our mission.