Customer Success Manager

Base pay: £45k-55k

Specialist 2-3 level as per our Career Development Framework.

Bonus: Annual company bonus up to +/- 20%

EMI Share Options: £10,000

We've calculated this compensation in line with our Benchmarking Philosophy.

Role: Customer Success Manager (Individual Contributor)

Reporting to: Customer Success Team Lead

Location: This is remote-first position, with a mix of attending events, customer travel, as well as limited company and head office gatherings.

Our mission

At Switchee, we believe that everyone deserves to live in a decent home and that the environments we inhabit have a massive influence on our ability to enjoy life and prosper.

One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes, and live in cold, mouldy properties they can’t be proud of.

We believe that radical innovation in internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.

This approach led us to reimagine the most mundane household object: the thermostat, into a product that automatically reduces energy bills, looks great, and offers control to those who want it. We are also revolutionising the way social landlords manage their housing stock with an obsessively tailored SaaS property dashboard and handy alerts on things like when the boiler is going to break.

Our goal is to perfect the ultimate connected hub for the social home. It’s going to revolutionise the way residents interact with their homes and landlords manage their properties.

At Switchee your growth and development will be the focal point for your quarterly performance and progression conversations with your manager. We will encourage you to reflect on our Career Development Framework to enable you to grow in line with your scope of role and responsibilities. Our CDF is divided into levels where a selection of expected behaviours describes your ability to move up on the career ladder for your role. We have had 20% promotions in the last 12 months, and our manager:employee ratio is 1:3.

Your responsibilities

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. The successful candidate will play a pivotal role in driving customer satisfaction, retention, and overall success. As a Customer Success Manager, you will be responsible for building strong relationships with our clients, understanding their needs, and proactively ensuring they achieve their goals by using our products and services.

Key Responsibilities:

• Build mutual success plans with your customers, providing strategic guidance, enablement, and day-to-day advice to deliver their strategic objectives with Switchee

• Use data-driven insights and shared metrics to prove the impact on our customers organisation and ensure retention

• Onboard customers effectively to accelerate their transformation, including the delivery of product training sessions and creation of resident engagement and installation strategies

• Partner with Account Managers to maximise product usage and partnership growth, identifying new or unused Switchee features that could provide value for your customer and represent an upsell opportunity for Switchee

• Build and manage relationships with senior leaders to solve complex challenges; both internally and externally

• Coordinate with other Switchee teams including Technical & Operations teams to ensure issues are resolved with mutual satisfaction

• Drive customer advocacy by building and maintaining strong, long-lasting customer relationships that create mutual value by promoting success stories, testimonials, and case studies

• Act as the voice of the customer within Switchee, bringing valuable insights to our Product and Tech teams. Simultaneously, represent our values and decisions to clients, ensuring a two-way communication channel

• Utilise data to drive strategic decisions and improvements in customer success processes

Who You Are

We promote a diverse, inclusive and empowering culture at Switchee. The following qualities are ideal, but not essential, as we know some people are less likely to apply for the role unless they are 100% qualified. We do hope that these are qualities you’d be able to nurture and develop within the role:

• Experience working with and influencing C-suite and/or Executive teams

• Proven record of independently driving customer outcomes within complex customers with multiple stakeholders

• Excellent communication and interpersonal skills with a strong ability to build relationships with others

• Proven ability to manage multiple accounts and work streams simultaneously with a high level of attention to detail

• Proven ability to influence cross functional teams (eg. product and sales) to get things done

• Ability to design and present compelling stories to large and varied audiences

• High attention to detail and a love of continuous learning and development

• Excellent problem solving and decision making abilities

• Demonstrated ability to work collaboratively in a team-oriented and fast-paced, ever changing environment

• Experience in the Housing sector would be a plus

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, and culture is how we function as a group and how we live our values as individuals.

• You deeply care about Switchee’s mission; you have a desire to build something revolutionary that will disrupt an industry, and positively impact people’s lives.

• You care about the environment, are interested in energy efficiency and have thought about the challenges and opportunities posed by an evolving domestic energy market.

• You like technology and neat solutions to complex problems.

• You thrive on challenge and change; you naturally gravitate to the hardest questions first and love thinking differently to solve them.

• You’re proactive and happiest when you’re “getting stuff done”.

• You’re open, positive and straightforward. You’re not afraid to stand up for your convictions, even when it’s hard to do so.

• You celebrate your colleagues’ successes and thrive on your failures; you grasp any opportunity for learning and personal growth.

Perks

• Unlimited holiday policy + Bank Holidays so you can take as much as you want! No need to count those Winter break days anymore!

• Everyone at Switchee enjoys flexible working hours and is the master of their own routine.

• We have a remote-first Hybrid Working Model, with offices near London Bridge.

• We will provide you with all the necessary equipment to work from home in a safe and enjoyable manner.

• We socialise together with regular outings in London, Quarterly Company Off-sites and an annual “working remotely” trip where you have the option (but no obligation) to join us in working from a fun location.

• We are hosting regular Virtual Socials and keep finding creative ways of staying connected with each other.

• We provide an L&D budget and access to our Switchee Library, where you can request new books monthly.

• We provide access to ThanksBen - a platform with plentiful discounts and free virtual well-being sessions.

• We offer Spill, a Mental Health app at your fingertips, where you can get in touch with a therapist in record time.

P.S Switchee is a Disability Confident Employer and we aim to provide reasonable adjustments for our new hires to ensure they are successful and supported in their roles. We also practice an anti-bias approach to recruitment. Read more about it here.

Application Process:

1. Phone Screen - with Talent Manager

2. Technical Interview - with Customer Success Team Lead & a member of the Commercial team

3. Task & Role play - with Rachel and other members of the wider team

4. Culture Fit interview - with Head of People & another SLT member

To prepare for the interview stages, review all the available information about Switchee online, and our careers website and most importantly, prepare real-life examples of having dealt with the responsibilities listed in the job description.

This role will be accepting applications up until the 29thth November 2024