Customer Success Manager
Full time
2 days per week in the Brighton office
StoryStream’s mission is to help brands turn authentic content into commerce. We are the next generation of User-generated Content and social commerce experiences that inspire and convert. We want to create the world’s best content curation platform used to humanise eCommerce. Our AI-powered technology helps businesses acquire and activate authentic, high-impact content at scale, and implement it throughout their customer’s buying journey. The result is increased brand loyalty, relatability and trust, which ultimately translates into higher engagement rates and increased sales!
As a leading content platform we specialise in the eCommerce and Automotive sectors working with brands such as John Lewis, Boden, Sainsbury’s, Sweaty Betty, Porsche, and Mercedes.
We are a VC-backed, fast-growing, MarTech start-up based in London and Brighton and are expanding our team to capture the significant opportunity of becoming the content curation platform defining the next generation of marketing technology.
You’ll be coming on board at an incredibly exciting time for the business as we ramp up our growth and build deeper relationships with the world’s most exciting automotive and eCommerce brands. StoryStream has just become a certified B-Corp business, demonstrating our commitment to our colleagues, sustainability and environment. We are also proud to wear the Great Place to Work badge for 2023.
Are you ready to start your story?
The role
As a Customer Success Manager at StoryStream you will be responsible for helping to ensure our customers achieve value from our platform and that we’re helping them to achieve their business goals. Our CSMs are StoryStream experts and provide strategic guidance to customers throughout their journey with us. You will be responsible for ongoing reporting to help customers realise value, providing strategic guidance to help customers meet their goals, with the ultimate aim of working to renew and grow your accounts.
We’re looking for somebody with Customer Success experience, familiar with a high-touch Customer Success environment and used to working with Enterprise brands. Reporting to the Head of Customer Success, the Customer Success Manager will be responsible for a portfolio of eCommerce clients (e.g. John Lewis, Sainsbury’s, Lululemon, Boden, L’Oreal) and the role will include tasks such as:
- Owning the customer lifecycle post onboarding, from establishing value, through to scaling success, renewal and growth
- Be laser focused on driving adoption and proving value for each client
- Take a consultative approach to understanding each client’s business goals and map out a joint plan for helping them to achieve these through StoryStream’s solutions
- Work collaboratively with other teams across the business to help troubleshooting client issues and raising product improvement suggestions based on client feedback
- Lead compelling review sessions with various stakeholders, using data to help present value and provide actionable insights
- Ensure clients are using StoryStream in the right way and providing best practice guidance and recommendations
- Identify growth opportunities by discussing client challenges and KPIs, work with other team members to close these opportunities
- Work to facilitate commercial conversations to help secure licence renewals
About you
- 3+ years of Experience in a customer success / similar role
- Experience in a high-touch customer success environment
- Ability to interpret data and present insights
- Able to build relationships with different levels of stakeholder within a client organisation
- Excellent project management, organisation and prioritisation skills
- Use of a Customer Success platform such as Planhat preferred
- eCommerce or automotive experience/knowledge would be preferred
What we offer
At StoryStream we offer a highly competitive benefits package that rewards hard work and develops you in your career:
- Competitive salary and OTE
- 28 days holiday (24 flex days + your birthday and 3 extra days around Christmas)
- Training & development opportunities
- Collaborative and creative company culture
- Regular team days out and events
- Private Healthcare through Vitality and Bupa dental (after successful probationary period)
- Cycle to work scheme
The most important thing we offer is the opportunity to join an exciting company at an early stage, and play a pivotal part in its growth story. Customer Success is quickly becoming a key function in all SaaS companies, and the opportunity to start or continue your career within such a technology company is one not to be missed! For the right candidate this could be a hugely rewarding career opportunity.
Please submit a CV and cover letter to our applicant portal, via this link.
