Customer Success Manager

 Published 3 days ago
    
 United Kingdom
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Why we exist:

Our mission is to build a future that everyone wants to live in. Why? Because if we don’t collectively work towards sustainable development then climate change, social exclusion, and public health become very real and scary for future generations. 

For centuries, businesses have operated the same. Financials first, everything else later. But things have changed. Customers and companies want to buy from purpose-driven brands, employees want to work for them and shareholders want to invest in them. Companies today want to do more good for society and the environment but don’t know how. That’s why we built Futureproof.



What we do:

Futureproof helps businesses manage, improve and publish their social and environmental sustainability. We blend smart technology with outstanding customer service into a unique proposition that helps businesses improve what they do for people (social), our planet (environment) and stakeholders (governance).

In just two years with no outside funding, we’ve helped 100s of companies become more sustainable from fast-growing start-ups, to household brands, to award-winning agencies. But we’re only getting started. Success for us is when sustainability is the norm. Success is when every company uses sustainability software just as they do accounting.



What you’ll be doing:

As a Customer Success Manager (and Employee Number 5), you will be working closely with the Head of Customer Sustainability to ensure all companies are successfully onboarded to the platform, and are able to become as sustainable as possible via expert support. You’ll also be assisting external consultants to help manage their client base through our software.

In all you’ll be helping grow and scale Futureproof to become the #1 sustainability software of choice for companies worldwide.

Responsibilities:

  • Onboarding all new companies onto the platform, eventually owning this process and continually improving how it can be optimised and scaled to make all new companies have the best and easiest experience possible.
  • Account manage and build strong customer relationships - advising companies along their sustainability journeys - with varying goals from B Corp, to Net Zero, to general improvement across ESG (Environmental, Social, Governance).
  • Monitor performance across the platform, owning our scorecard and assessing where companies may need extra support.
  • Respond to requests and platform questions, helping customers navigate the variety of tools & features within Futureproof.
  • Customer Knowledge base to help further educate and inform our customers as we scale.
  • Capture new sustainability needs and ideas that will help improve the value of our product and service for companies.
  • Work closely with the Founder and Head of Customer Sustainability in crafting new features and tools within the platform - with the mindset of how we can continually improve and scale the platform.

Requirements

Salary: £35-40K

Location: Remote (GMT time zone)

Start date: Immediate

Who we're looking for:

  • 1-3 years of working in a customer-facing role (ideally customer success for a tech company).
  • Process and systems-oriented; you’re always looking to improve efficiencies for scale.
  • Sustainability-oriented; you’re passionate about all things sustainability and have ideally taken on responsibility in the past in improving a company's sustainability (either internally or externally).
  • Confident and personable; you’re able to handle customer challenges with ease.
  • Organised and efficient: you’re comfortable managing multiple work streams at once.
  • Articulate; you have excellent written and oral communication skills, with proficiency in English.
  • Analytical; you’re extremely data driven and have strong attention to detail.
  • Creative problem solver; you relish finding new ways to overcome obstacles.
  • Self-learner; you don’t wait to be told what to do, you’re action-oriented.
  • Mission-driven: you’re deeply connected to our mission of creating a better future for everyone to live in.



Nice to haves (but not essential):

  • Experience working in a fast growing startup/scale-up.
  • Experience with sustainability regulations/certifications such as GRI, CSRD, SECR, ESRS, B Corp, ISOs .
  • Have worked in a fully remote/hybrid position before, so are used to this approach of working.

Benefits

Why Futureproof?

  • Be Employee Number 5 at a fast-growing startup.
  • Join a team that is making a difference in building a sustainable future 
  • Personal development and learning opportunities.
  • Volunteering opportunities.
  • Workspace / home office grant .
  • Fully remote
  • Bi-annual team internal retreats (with the next one scheduled for the start of July!)
  • 30 paid days off holiday (outside of your location bank/public holidays)
  • Get immediately rewarded for helping us grow, from team profit share, to customer retention bonuses, and even commission if you bring in new companies (not a requirement for CS!).
  • We’re at an incredibly exciting stage of growth and there is so much opportunity for you to define your role and help shape the company as we grow.

Everybody’s welcome:

Futureproof is for everyone. We believe an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission.  

Futureproof is an equal opportunity employer. We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We commit to a focused and sustained action to dismantle racist systems, policies, practices, and ideologies within ourselves and our networks. We have zero tolerance for intolerance.

We don’t want a culture fit, we want a culture plus. Anybody and everybody. To whomever is reading. We welcome you.



Our Recruitment Process:

1)  📥 Upload your CV answer and answer the two questions → link here

2)  👋 30 mins initial chat for us to learn more about each other (via Google Meet)

3)  👩‍💻 60 mins interview and short presentation (via Google Meet)

4)  😄 45 mins final chat with the rest of Team (via Google Meet)

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