WHO WE ARE

We’re Site Manager Pro (SMP), an exciting SaaS company that helps contractors working for the nation’s largest house builders become more effective and efficient and increase their bottom line.
SMP is quickly becoming the go-to SaaS product for trade contractors working for house builders like Barratt Homes, Taylor Wimpey, Bloors etc.
But we’ve only just started. We’re a bootstrapped, founder-led SaaS business that will grow rapidly in the next year, and we’ll need great people to help us achieve that.
Now is the time to get on board on the ground floor and join us for what we believe is going to be an awesome journey. You’ll be part of a small, close-knit team that will each have the opportunity for role growth within 12-24 months.
We’re looking for a smart, articulate, enthusiastic Customer Success Manager.
You may well have an account management, software sales, in any case, you’ll be energetic, full of enthusiasm, and engaging with customers.

ADVANTAGEOUS SKILLS:

• UX knowledge: Understanding the principles of good user experience would be helpful.
• Software knowledge: You’ll have used one or more CRM/ERP/App workflow management systems. (It could be Mailchimp, Hubspot, Salesforce or any other CMS - basically, we want to know that you’re used to using any form of online software - and if it’s in our sector even better).
• B2B sales: If you have experience in B2B sales, this could be even better. We believe in a consultative sales approach, which is why pre-sales is SO important. But if you have sales experience, you’ll quickly get our approach.

THE ROLE:

The headline is that as a Customer Success Manager, you’ll play a pivotal role in our future growth plan and long-term success. SiteManagerPro is a tech scale-up, so now is a great time to get onboard as we believe in promoting from within, a successful Customer Success Manager can have the opportunity to progress within our company as we grow.
Your work will be instrumental in helping grow our subscribers and sales of SMP.

WHAT YOU’LL BE DOING:

• You’ll learn Site Manager Pro, inside-out. That includes more than just how it’s used, you’ll be a champion of why contractors need it and how it’ll transform their business (it does BTW).
• Together with the Sales Director, map out what successful onboarding looks like and create/then own our onboarding strategy.
• You’ll be customer-facing, delivering confident SMP product demos via Zoom to prospective customers in a pre or post-sales capacity.
• You’ll help teach the use of product features to new customers.
• You’ll be in regular contact with customers, hosting Q&A sessions (Zoom), listening to their changing needs and challenges so we can develop new business-impacting features and make existing modules even better.
• You’ll liaise with the dev team about feature requests so that SMP can stay current with our customer’s needs.
• You’ll monitor accounts and product updates identifying upsell and cross-sell opportunities, and mitigate churn risks.
• You’ll track progress towards meeting your goals.
• You’ll be creating reports based on account activity such as product utilisation, feature usage rates, and customer effort score.
• You’ll engage with marketing on events and campaigns to drive successful outcomes.
• You’ll provide weekly updates to Sales Manager about your progress and results.
• You’ll be a vocal advocate and contribute fully to team, sales and marketing meetings.
• You’ll be the data champion, updating and cleansing CRM data daily.
• You’ll embrace all tools and skills to deliver the required message to our prospects or customers.
• You’ll use our CRM and outreach platform to support sales activities effectively.
  Because you’ll be the first full timer in our Customer Success team, and while we build our customer base, you’re likely also be required to be active in some pre-sales role capacity.