Customer Success Manager

An exciting opportunity to join a growing Customer Success team! We are data-driven and enthusiastic about delivering the best possible experience for our clients.

Fospha is a small startup that is providing a leading growth platform for direct-to-consumer eCommerce brands. Our measurement product solves the biggest problem marketer’s have today by combining 1st party data and machine learning to deliver privacy-safe attribution of sales to marketing activity, to help our clients acquire customers sustainably, forever. 

Visit our careers page - https://www.fospha.com/careers - to learn more about our core value and working at Fospha!

Who are you?

• 2-4 years relevant experience owning and driving client relationships, either in a business-to-business offering, a marketing agency, or transferable client-side experience - management consulting experience and marketing experience are a bonus!

• You have a demonstrated basic understanding of commercial processes, with experience in identifying and helping realise upsell and/or renewal opportunities with clients

• You will be able to quickly become an expert on Fospha’s platform, and enable your clients and client teams to achieve success - the customer is at the heart of everything we do and you will be an embodiment of this at Fospha

• You have comprehensive written and verbal communication skills, and you are able to motivate, persuade, and inspire others, both internally and externally

• As the team is growing, this role is crucial to providing support and education to some of the more junior members of the CS team, and there is quick progression opportunity to become a line manager. And as a part of a small but fast-growing business, there will be significant opportunities to get involved in many areas, including helping to shape the Customer Success processes as we scale

• You are excited by data, and finding patterns and insights that clients would otherwise miss. Working knowledge of excel (formulas, pivot tables, macros etc), and know how to translate complex analysis and insights into actionable and measurable outputs for our clients

• You are confident working across multiple simultaneous projects, and you provide effective project and risk management, as you will be working across numerous client accounts

Interview process

1. 30 min Pre-Screen call with our Head of Customer Success to give us an opportunity to tell you more about the role and to learn more about your experience

2. 1hr Competency Interview with our Head of Customer Success and Head of Customer Onboarding split into 2 parts:

   1. 30 minute Data Task - You will be sent a sample set of customer data and have 48 hours to prepare a short presentation. We want to know about your approach to problem solving, working with data and presenting back to customers

   2. 30 minutes of scenario-based questions to see how you would respond in different real-life customer-facing situations

3. Two 15-minute Team Chats to see how you fit in with the rest of the Fospha team

4. 30 minute Exec Interview with our CEO to ensure our values match with your own

Benefits & Perks 

• Competitive salary

• Pension scheme

• Private healthcare

• Work perks scheme and discounts

• Regular hybrid all-company social events throughout year

• Upsell and Renewal commission scheme for Customer Success account teams - 5% on upsells and 2.5% on renewals

• We believe growth never stops and that is why we encourage all our employees to upskill: taking part in our Fospha L&D activities, partaking in structured training and leadership development programs as part of Blenheim Chalcot, and making the most of our individual L&D budget to sign up to any other courses or training relevant to your role or career progression