Work For Us
Head of Customer Success
Founded in 2013, Zapnito is a rapidly-growing London, UK-based tech start-up, providers of a SaaS community platform built to showcase expertise.
Innovative media companies, professional services firms and other knowledge providers use the Zapnito platform to promote thought leadership, increase revenue, and build engagement and trust with their audiences.
Customers include world-leading scientific publisher, Springer Nature, international associations like the OECD and household-name consumer brands like Kelsey Media’s Psychologies magazine.
We are not successful unless our customers receive demonstrable value from our service. As such, we need a senior executive to own our customers’ success. We are looking for an awesome Head of Customer Success that wants to help build a growing a tech start-up and who is passionate about helping our customers succeed.
Managing our customer accounts, working directly with our customers to ensure they get the most from working with us and using our software;
Ensuring we provide excellent service to our customers through our support desk, managing the support team and driving improvement to our support process;
Onboarding new customers with in-person training and via training materials and courses created by you;
Monitoring customer usage and other KPIs to track product adoption and define strategies to increase adoption;
Encouraging advocacy from customers, helping them to help us in attracting new business;
Ultimately, retaining and growing our customer accounts.
Required experience & skills
5+ years’ direct experience of customer success, account management or other customer-facing activity, ideally for a SaaS company;
Publishing industry experience would be a bonus, as would sales experience;
Both strong empathy for customers AND commercial awareness;
Ability to prioritise and self-start, to work with minimal supervision;
Excellent communication and presentation skills;
An analytical and process-oriented mindset;
You must be organised, literate and passionate about Zapnito!
What we offer
25 days' holiday (plus bank holidays);
Flexible / home working;
Cool offices in Mindspace Shoreditch;
A fun environment, in which you will work with hugely talented individuals.
How to apply
Email firstname.lastname@example.org with your CV and covering letter, explaining why you would love to join the Zapnito team.