Role title: Customer success manager
Date posted: 1 November 2018 (updated 6 December 2018)
Salary: Very competitive mix of salary/equity/bonus, based on experience
Location: London

Flourish is a cutting-edge data visualization tool that enables non-coders to produce stunning interactive graphics and stories. Launched in 2018 and backed by leading VCs in the UK and US, it is already in use by many leading companies, from Toyota and Moody’s to EY and PwC.

We are seeking a talented customer success manager to be the main point of contact for key Flourish business customers, helping them succeed and maximising the chances of spreading the product further throughout their companies. You’ll have a meaningful equity stake, independence in how you work, and an opportunity to help shape a successful, genuinely disruptive business with huge potential.

Responsibilities

  • Act as relationship manager and main point of contact for key customers

  • Communicate product value and new features to assigned customers

  • Provide basic product training to customers and promote self-service training materials

  • Support customers with customization such as setting up on-brand styles

  • Identify opportunities to help Flourish to spread across assigned customers’ businesses

  • Close upsell deals directly or pass over to the sales team

  • Understand customer aims and their success and failure in achieving them; identify themes and communicate these to the product team

  • Develop a strategy to maximise renewals, identifying and mitigating blockers in advance

  • Ensure customer queries are dealt with promptly

  • Liase with members of the Flourish experts network to handle bespoke customization requests

  • Understand Flourish brand values and concepts in the context of customer business objectives

  • Gather testimonials, quotations and success stories to support sales

About you

  • You have proven experience of juggling the needs of (and managing the expectations of) multiple customers

  • You can quickly get to grips with our software and run demos and run basic training sessions

  • You can demonstrate competence with data – e.g. you’re comfortable using Excel or other relevant tools

  • You’ve got excellent communication skills, and proven experience of building successful commercial relationships

  • You are demonstrably commercially creative, so you’ll be able to see and act on upsell opportunities

  • You enjoy getting to know your colleagues and work well in a close-knit team

  • Prior interest in data graphics or interactive content a strong advantage

About us

Our company: Flourish is a small talented team combining decades of collective experience in development, data, visualization and journalism/publishing. We grew out of the award-winning agency Kiln. Read more about the team.

Our values: We’re a friendly and supportive team that values kindness, honesty and irreverence. We’re open and try new things with enthusiasm – everyone has “free Fridays” to experiment and improve Flourish. And we’re high-momentum, focused on delivering magical products that our users love.

Our backers: We developed Flourish at Founders Factory before closing a seed round with leading VC funds based in the UK (LocalGlobe) and US (Founder Collective). We also have a partnership with Google News Lab to provide Flourish to newsrooms all over the world.

Our location: Our office in central London is an exciting place to work, with a fun and collaborative vibe. Some of our staff work remotely, but for this role we’d like you to be based in the London office the majority of the time.

To apply

Send a CV and covering letter to jobs@kiln.digital. You must already have the right to live and work in the UK. Got questions about the job? Feel free to email us for a chat.

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