Riskhub Limited
Customer Success Manager
London, Farringdon, United Kingdom
Hello there. We’re Riskhub.
Since starting our journey in 2016, we have built the UK’s leading property compliance solution, providing powerful risk management to organisations with property portfolios.
But it’s more than just compliance. We are setting a new industry standard.
Our SaaS solution simplifies the end-to-end compliance lifecycle from scheduling and digital recordings of buildings, such as fire risk assessments, to managing issues found during inspections and providing a golden thread of data across the process. Our solution takes away client stress of ensuring that their properties are meeting legal requirements and allows them to focus on providing their residents with great service with the assurance that their buildings are safe.
About the role
Hello there. We’re Riskhub.
Since starting our journey in 2016, we have built the UK’s leading property compliance solution, providing powerful risk management to organisations with property portfolios.
But it’s more than just compliance. We are setting a new industry standard.
Our SaaS solution simplifies the end-to-end compliance lifecycle from scheduling and digital recordings of buildings, such as fire risk assessments, to managing issues found during inspections and providing a golden thread of data across the process. Our solution takes away client stress of ensuring that their properties are meeting legal requirements and allows them to focus on providing their residents with great service with the assurance that their buildings are safe.
About the role
We are seeking a dedicated and dynamic Customer Success Manager to join our growing team. The successful candidate will play a crucial role in managing a portfolio of client accounts, ensuring customer satisfaction and retention, and fostering long-term relationships with our clients. They will collaborate closely with cross-functional teams including product, engineering, marketing, and sales to ensure the success of our customers. Additionally, they will be responsible for managing our social media channels, writing customer facing documentation and branding collateral, and supporting in organising internal and external events.
Typically you will be:
Serve as the primary point of contact for a portfolio of client accounts.
Build and maintain strong long-term relationships with clients, understanding their needs, challenges, and goals.
Conduct regular Customer Success Reviews to evaluate client satisfaction.
Identify opportunities for upselling or cross-selling additional products or services to meet and excel client needs.
Advocate customer needs cross-departmentally.
Support in onboarding clients and new users.
Proactively anticipate and handle client enquiries efficiently.
Work closely with the product and engineering teams to prioritise and relay customer feedback, insights and requests.
Collect and act on customer feedback, feeding insights across the business.
Manage the social media channels, responsible for creating and scheduling social media posts that highlight customer and business success stories, product updates, and company news.
Help manage and update documentation including user guides and FAQs, ensuring branding is consistent and aligned with the company.
Assist in organising customer events including workshops, client events, charity events and user forums.
We are seeking a dedicated and dynamic Customer Success Manager to join our growing team. The successful candidate will play a crucial role in managing a portfolio of client accounts, ensuring customer satisfaction and retention, and fostering long-term relationships with our clients. They will collaborate closely with cross-functional teams including product, engineering, marketing, and sales to ensure the success of our customers. Additionally, they will be responsible for managing our social media channels, writing customer facing documentation and branding collateral, and supporting in organising internal and external events.
Typically you will be:
Serve as the primary point of contact for a portfolio of client accounts.
Build and maintain strong long-term relationships with clients, understanding their needs, challenges, and goals.
Conduct regular Customer Success Reviews to evaluate client satisfaction.
Identify opportunities for upselling or cross-selling additional products or services to meet and excel client needs.
Advocate customer needs cross-departmentally.
Support in onboarding clients and new users.
Proactively anticipate and handle client enquiries efficiently.
Work closely with the product and engineering teams to prioritise and relay customer feedback, insights and requests.
Collect and act on customer feedback, feeding insights across the business.
Manage the social media channels, responsible for creating and scheduling social media posts that highlight customer and business success stories, product updates, and company news.
Help manage and update documentation including user guides and FAQs, ensuring branding is consistent and aligned with the company.
Assist in organising customer events including workshops, client events, charity events and user forums.
You should apply if you
Are passionate about customer success and have experience working in a fast paced environment.
Have experience in a Customer Success role.
Excel in communication.
Are results-driven and are motivated by achieving customer satisfaction and retention goals.
Have a creative flair and enjoy creating content to be posted on social media.
Have a customer-centric mindset and are able to prioritise the needs and success of our clients.
Are passionate about customer success and have experience working in a fast paced environment.
Have experience in a Customer Success role.
Excel in communication.
Are results-driven and are motivated by achieving customer satisfaction and retention goals.
Have a creative flair and enjoy creating content to be posted on social media.
Have a customer-centric mindset and are able to prioritise the needs and success of our clients.
It would be nice if you
Have previous Proptech experience
Have experience working on a CRM platform, including Hubspot or similar
Have basic design skills
Have a data driven approach
Have previous experience in Marketing
Have previous Proptech experience
Have experience working on a CRM platform, including Hubspot or similar
Have basic design skills
Have a data driven approach
Have previous experience in Marketing
Benefits
In addition to working with fantastic colleagues and enjoying perks such as coffee machines and fruit bowls, we offer the following benefits:
Private healthcare
Performance-related bonus
In addition to working with fantastic colleagues and enjoying perks such as coffee machines and fruit bowls, we offer the following benefits:
Private healthcare
Performance-related bonus
Work location
The role is based in our London hub, located in Farringdon for 5 days a week.
We prioritise diversity and inclusion, recognizing the importance of representing our diverse customer base. We strive to attract the best talent and create an environment that supports and includes all individuals
The role is based in our London hub, located in Farringdon for 5 days a week.
We prioritise diversity and inclusion, recognizing the importance of representing our diverse customer base. We strive to attract the best talent and create an environment that supports and includes all individuals
Interview process
Our goal is to keep the interview process fairly simple to keep you engaged, but thorough enough to help us each understand if we’re a good fit for each other.
This is what the process will look like for this role:
Step 1: 60-min initial meeting with our Head of Customer Success to get to know each other and discuss your background and past experiences – so that we can understand if your skills and expertise match what we’re looking for
Step 2: 30-min interview with our CEO and/or Managing Director to get to know each other
Throughout the process we’ll give you insights into Riskhub, our current product suite and vision for the future. We welcome any questions as we want to make sure you’re joining a team and company you’ll be excited to be part of.
If you’d like to, we’ll also be able to arrange for you to meet more people from the team.
This is what the process will look like for this role:
Step 1: 60-min initial meeting with our Head of Customer Success to get to know each other and discuss your background and past experiences – so that we can understand if your skills and expertise match what we’re looking for
Step 2: 30-min interview with our CEO and/or Managing Director to get to know each other
Throughout the process we’ll give you insights into Riskhub, our current product suite and vision for the future. We welcome any questions as we want to make sure you’re joining a team and company you’ll be excited to be part of.
If you’d like to, we’ll also be able to arrange for you to meet more people from the team.
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