Background

This UK founded Series SaaS scale up is shaking up the way eCommerce retailers do business.

They have grown from 40 to 90 heads in the last year and this is only the beginning of what is going to be an amazing growth story.

With proven product market fit, a recently completed investment round and fantastic sales trajectory, they are now looking to make their first hires outside of the UK and embark on building a best-in-class team in North America.

They already have a huge client footprint in place. In fact, most of their existing customers are based there and now is the right time to support this major expansion with experienced boots on the ground.

It's important to note that you won’t be on your own – they are simultaneously recruiting for a range of CS, Partnerships and Sales roles - with the view of having a team of 6-10 in place this year this followed by serious growth in 2022.

We are immediately looking for a Senior Customer Success Manager.

Opportunity

Senior Customer Success Manager

North America – Remote (Eastern Time Zones)

$80-85k + 10%

As their first Senior Customer Success Manager in North America, you will own relationships with a small portfolio of high value eCommerce customers.

The goal of the Senior CSM is to deliver exceptional value to customers by helping them implement programmes that deliver a major ROI. You’ll support your clients by sharing industry best practice and ensuring high levels of adoption and usage that leads to exceptional outcomes. The true measure of your success will be customer retention.

But the role will be about so much more than simply owning the relationship with strategic accounts, as being one of the first employees on the ground in the US you’ll be ideally placed to develop the systems, processes and ways of working required to support our international growth!

You will work closely with the Director of Customer Success to help establish the Customer Success team in North America and leverage your experience to improve the Global Customer Success group.

You’ll also own key interactions with other teams in the business and be a key part of the face of the North American Team to the wider business.

This is a pivotal role with high visibility from the leadership team that offers multiple routes of progression.

You

We’re looking for proven Customer Success experience with large customers and you’ll likely have progressed your career in CS over the last 4-5 years.

You’ll have a deep understanding of SaaS and success methodologies.

As this is a remote role you should have proven experience working effectively in a distributed team and have a true enjoyment of remote work. If you thrive working in an office with your team each day this likely won’t be for you.

You should be extremely comfortable owning strategically important customers and dealing with senior stakeholders daily.

Ideally, you have experience or exposure to eCommerce ecosystems; however, this would be a bonus rather than an essential requirement.

There is a learning culture through the whole business and self-development drives you, and you're always looking for ways to enhance your knowledge and experience and you have the skill to apply your learnings within the team.

And finally, data is your default. Gut feel is great (sometimes it’s all you have!), but your default position is to look at the data. You should be as comfortable in an excel sheet (or equivalent) as you are at a client meeting

Us

PIE is a rare breed of recruitment agency.

Our mission is to cut out all the hassle and funny business that comes with job search. Above all, we believe in delivering a more bespoke service that puts people front and centre.

We’re sector specialists. We live and breathe the Automotive, Consumer & SaaS & Tech markets. And when it comes to people - sales, marketing & digitally minded folk are our bread and butter.

If you’re actively looking for something new, or you’re interested in staying up to date with what’s happening in your market, give PIE a call on 01494 360 360.