Customer Success Manager

About Beacon

At Beacon we’re a growing technology startup building the best nonprofit-focused CRM in the world. We passionately believe in the power of technology to make a difference.

Chris and David founded Beacon in 2017 to build a new kind of charity CRM using the latest technology and design principles.

Now over 500 innovative charities around the world trust Beacon to run their core technology infrastructure. Animal welfare, human rights, disaster relief, cancer support - all powered by Beacon. You can see a quick demo of our product, here.

We have doing good at the core of our mission, but we're also profitable, privately owned, and our goals are for long term sustainable growth - not making a quick buck for venture capitalists.

At Beacon we're building a great brand on top of a great product that our customers love. In a recent survey by Fundraising magazine we were rated 5/5 for customer service, and 100% of our customers would recommend us - we want to keep it that way!

Responsibilities

Your focus will be on managing the ongoing success of customers throughout their lifecycle with Beacon.  You'll do this by working alongside the rest of the customer success team, to help our customers realise the full potential of Beacon for their organisation. This role requires great customer service skills, proactive decision-making, and the ability to deeply understand, and explain, a technical product.

You will:

• Build long-lasting relationships with Beacon customers and deliver a low churn rate
• Be the main point of contact for high-value customer accounts assigned to you, building a deep knowledge of their Beacon use cases
• Work closely with charities to understand the unique needs of their organisation in terms of processes and data storage
• Take ownership of managing the whole customer lifecycle, from onboarding to regular business reviews and renewal
• Give advice on how to configure Beacon’s flexible database to store all of the data charities need and to enable them to do their work efficiently
• Help customers to explore and evaluate new features and new use cases of Beacon within their organisation
• Compile feedback from customers to improve the Beacon product
• Collaborate with colleagues to iteratively improve our processes and approach to customer success
• Contribute to Beacon’s online documentation by writing snappy guidance that delivers a consistent voice for the Beacon brand
• Assist with the smooth running of online and occasional in-person events
• Provide ad-hoc cover for customer support via online chat

Requirements

You’ll have relevant experience in a B2B SaaS customer success role. You'll be as comfortable with technical details as you will be meeting customers and understanding how their charities operate. Ideal candidates will be able to demonstrate their ability to pick up new things quickly and communicate them in easy to understand language.

You'll need:

• 1-3 years experience in a B2B SaaS customer success role is absolutely essential
• A strong interest in the technology sector
• Empathy, understanding, and a desire to be the voice of the customer
• Ability to quickly grasp an organisation's needs and processes
• Comfortable working in a fast-paced agile way with Product and Customer Success colleagues
• Flawless written English, with the ability to write charming and pithy prose
• Experience with CRM, databases, or in the charity sector, would be a bonus

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Benefits

• Our customers are all charities - you'll get to build your career whilst having a genuinely positive impact on the world
• Four day work week. Our working model gives everyone a 3 day weekend, every week.
• We'll give you 6 weeks (24 days) of holiday every year, plus bank holidays
• Taking time off is important. And we really mean it: We'll pay you a £60 bonus for every day of holiday you take
• Banded salary system so that everyone is paid the same for doing the same job, and compensation growth within the organisation is clear.
• Guaranteed pay rise to adjust for inflation every 6 months
• Beacon is climate positive (beyond carbon neutral), so your employment won't hurt the planet. Learn more
• Flexible working hours and the ability to work from home when needed
• A proper pension - we'll match 150% of your pension contributions (up to 10%)
• Private health insurance with routine dental & optical cover
• Modern parental leave policy (12 weeks at full pay, and it's the same for everyone, regardless of gender or circumstances)
• Cycle to work scheme

Covid and our office

As a team we prefer to be together in our office (113 Shoreditch High Street) and we'd want you to join us - so this is not a remote role.

We passionately believe in doing our part to address the tech sector's diversity problem

We believe that in building diversity we build strength.

We encourage everyone with the required skills to apply, we consider building a diverse and representative team to be critical to our success, and we actively pursue building a more diverse team.

We have a banded salary system to ensure that nobody is paid differently for the same role. Salaries across the organisation, including executive pay, are entirely transparent.

Our parental leave policy provides for 12 weeks of full pay, and can be taken by any parent, regardless of their new parenting circumstances.

We take tremendous pride in working directly with customers who work to create a more equal society like Equality Now, Bloody Good Period, and African Gifted Foundation.

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