Crisp is a fast-growing SaaS company that helps CPG brands and retailers drive performance through real-time data, collaboration, and actionable insights.
SKUtrak, a key demand intelligence platform within the Crisp ecosystem, delivers powerful supply chain visibility and performance analytics across major UK retailers, helping brands make smarter, faster decisions in an increasingly complex retail landscape.
Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together.

REQUIRED SKILLS & EXPERIENCE

• 2-3 years of experience in a customer-facing role, ideally in customer success management/account management
• Passion for speaking with customers, building a natural rapport to deliver exceptional customer experiences
• Excellent communication (written and verbal), presentation and relationship-building skills, with the ability to interact credibly with customers at varying levels
• Empathy and desire to help customers succeed and solve business problems
• Comfort and speed in learning new software and using many tools to perform day to day tasks
• Ability to troubleshoot and describe customer/product issues to diverse audiences across the company
• Ability to analyse issues and determine best course of action using available resources
• Self motivated with ability to work independently with strong multi-tasking, prioritisation and time management skills
• Accountability and dependability
• Strong collaborative nature when working with internal cross-functional teams and stakeholders
• Competent using CRM software (e.g. Hubspot, Salesforce, Vitally) and GSuite / Google Docs
• Preference given to candidates with:
• Previous experience managing customers in a SaaS environment
• Former FMCG experience

PURPOSE

Customer Success protects existing revenue and identifies growth opportunities with our existing customers. We protect revenue by understanding customer needs and measures of success, driving adoption and guiding them to find the most value from our products.

RESPONSIBILITIES AND DUTIES

• Your primary duties include, but are not limited to (for a defined portfolio of customers):
• Customer outreach and ownership of client reviews
• Establish deep long-lasting relationships by collaborating with customers to define success metrics against their goals and measure progress to demonstrate value in SKUtrak
• Share SKUtrak best practices to drive satisfaction, retention, additional usage and enrichment opportunities
• Adoption - Regularly analyse usage metrics to understand who and how SKUtrak is being used to encourage cross functional adoption to drive customer efficiencies across their organisation.
• Ensure timely identification and escalation of issues which could impact customer deliverables, usage, satisfaction or retention
• Stay up-to-date with customer and industry news and trends to support credible discussions in client reviews
• Capture all customer communications, product requests/feedback, and maintain up-to-date records, activities and interactions within CRM tools
• Solicit, record and share internally key customer use cases and feedback within Crisp. Be a strong customer advocate
• Collaborate with the Crisp Account Managers where required to support their account development plans
• Collaborate closely with Helpdesk and Product teams to share client feedback, resolve escalations, to enhance client satisfaction and retention
• Respond to neutral & negative NPS scores