Customer Success Manager - SaaS
A Cloud Guru
Twickenham, England, United Kingdom
2d ago

The Customer Success team is a tight-knit group whose core focus is the support of our B2B clients. We are looking for an engaging, proactive, Customer Success Manager to take on a book of client accounts, spread across the EMEA region, in addition to on-boarding and owning new accounts.

Hello, we're A Cloud Guru

Our friends call us ACG.

We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful.

The people are the #1 reason employees say they stay at ACG. We’re a quirky, tight-knit crew that cares about our customers and each other.

No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.

It’s an exciting time to join the team, because we’re in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.

What makes the Customer Experience team awesome...

We are dedicated to making sure our cloud gurus are successful in every single stage of their cloud-learning journey. We don’t just solve problems we champion our customers in multiple ways.

We take our jobs and customers seriously, but we don’t take ourselves too seriously. Keeping it fun is such a big part of our culture.

We're all working hard, but we're having fun along the way.

There is no stifling of ideas or individuality. Your ideas are very much welcomed and encouraged. - Kellie, Cookies Guru (and Senior Customer Success Manager)

As a Customer Success Manager at ACG, you’ll get to

  • Participate in Quarterly Business Reviews with clients
  • Work with the team to continuously evolve our client on-boarding process
  • Create meaningful relationships with clients, establishing yourself as a strategic partner to their business
  • Be the voice of our customers and advocate for improvement in every aspect of the B2B customer experience
  • We are looking for someone who can

  • Help to cultivate learning cultures inside of our client's organization
  • Learn new technologies quickly, in order to accurately deliver A Cloud Guru’s value proposition
  • Lead our clients through the entire on-boarding process, post-sale
  • Engage with key stakeholders post-sale, driving customer on-boarding, adoption, satisfaction and ensuring retention
  • Drive engagement and customer usage for our B2B clients
  • Maintain a deep understanding of product offerings and speak with customers about the most relevant features for their specific business needs
  • What you bring to the table

    We focus on hiring values-aligned people, because we believe the right person can learn all the things to be successful in their role.

    Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so.

    A University degree is not required for any role, and career gaps or switches are welcome.

  • 3+ years of experience in a Customer Success Manager role, owning multiple client relationships
  • Experience delivering on key Customer Success metrics - Churn being the most important to ACG
  • Background in Customer Success includes running QBRs with clients
  • Proven ability to quickly develop meaningful relationships with clients
  • Start-up experience a plus!
  • We want the people who care about doing a good job. The ones who have the humility and hunger to learn. - Sam Kroonenburg, Co-Founder and CEO

    More than a job

    Where you work isn’t just a career decision it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives.

    Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

  • 5 weeks of PTO per year
  • 2 weeks of sick leave
  • Generous gender neutral paid parental leave
  • A Cloud Guru Idea hours - We set aside 2 hours per week to learn something new
  • Quarterly continuing education stipend
  • Catered lunch 2X a week, in office
  • A well stocked fridge - fruit, snacks and kitchen
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