Customer Success Manager

🌍 UK (Remote or Hybrid, it’s up to you!)

💰 £40,000 base pa plus OTE (dependent on experience)

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

📚 Annual Learning and Development budget, increasing with length of service

🤸🏽‍♂️ Flexible working in a choice-first environment - we trust the way you want to work!

🖥️ Work From Home Allowance

🌴 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

🎂 Your birthday off

🍼 Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave

⚕️ Optional Healthcare Plan

🛟 Life & income protection (Location dependent)

🤝 Employee Assistance Programme (UK Only)

📈 The opportunity to share in the company’s success through options

🌆 If you’re in London, a dog-friendly office with great classes, events, and a rooftop terrace

🦸‍♀️ The Role 🦸‍♀️

Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh (and more!) put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence platform continuously analyses explicit and implicit feedback to enable our clients to identify what they should do next.

We're now looking for a talented Customer Success Manager to join our XLG Team!

👉 What you'll be doing:

You’ll take ownership of a portfolio of Bronze and Silver customer accounts, guiding them towards fully operational, high-impact use cases that run smoothly day to day. Our approach to renewals is growth led, meaning we anchor them in the value and outcomes we deliver, not just contract milestones. You’ll work in a fast-moving AI environment with ambitious brands, solving meaningful, commercially impactful problems having ownership and accountability from day one.

In this role, you will:

• Partner with customers to integrate their core use cases into everyday workflows so they become part of business-as-usual operations

• Develop and maintain a clear view of the value delivered within each account, using it to support a growth-led approach to renewals

• Manage the health of your account portfolio by monitoring adoption, identifying and tracking risks, and ensuring accounts stay on track

• Own the renewal process for your accounts, proactively identifying risks early and working through them to resolution before they escalate into issues

• Build trusted relationships with key stakeholders and gain a clear understanding of what success looks like for each customer

• Collaborate with Analysts, Tech Support, and Product teams to resolve issues quickly and keep accounts progressing smoothly

• Maintain accurate account records and health data to ensure the wider team always has a clear, up-to-date view

• Learn from the XLG Team around you and actively contribute ideas to improve how we work and deliver value

🧰 What you’ll need:

• Experience in a Customer Success, Account Management or XLG role

• Confident managing a portfolio of accounts and keeping multiple customers progressing smoothly at the same time

• Ability to build credible, trusted relationships with customers quickly and effectively

• Highly organised, with a strong track record of following through on commitments

• Exposure to SaaS platforms is beneficial but not required

• Commercially aware, with an understanding of how customer value links to business outcomes

🔎 Our Hiring Process

1. Let’s introduce ourselves – you’ll complete an introductory asynchronous interview - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step.

2. Get to know your would-be manager – you’ll have a call with Holly Travis, our VP of XLG, to learn more about the role and show off your experience.

3. Show us how you work - you’ll create a short presentation to showcase your skills to the team.

4. Get to know your would-be team – You'll meet people you'll be working closely with from our Commercial teams.

5. How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth.

💖 Our Values

• We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.

• We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.

• We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.

• We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.

• We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.

• We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

🌈 Diversity & Inclusion 🌈

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

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