Customer Success Manager

Role Overview

We’re an HR Tech company, and we’re looking for someone to help our customers achieve success with our talent assessment software.

If you can learn new things, stay organised, and build rapport with customers, you could be perfect for this role. If you have previous experience in a SaaS customer success role then even better. This will also suit someone with Talent Acquisition experience looking for an interesting pivot into helping your peers.

About us

Test Partnership designs talent assessments to help our customers make smarter hiring decisions. Our candidate assessment software is trusted by thousands of in-house talent professionals, and our tools are built using predictive behavioural science.

What sets us apart is our focus on scientific rigour, and our dynamic interactive assessments which are future-proofed against candidates using AI to answer questions.

We’ve grown out of start-up mode, but we are still very much scaling. This means you will be hands-on, helping to shape how customer success is done at Test Partnership. This is your chance to make a real difference, feel good about helping our lovely customers, and see the impact of your work from day one.

About the Role

You’ll work closely with our product experts, psychologists, software developers, and marketers. We’ll teach you all about assessments and what you need to know about our software. We’ll set you up for success, so that you can take charge of keeping our customers happy.

Ultimately, you will help our customers be successful with our assessments. This leads to high customer retention, satisfaction, and opportunity for more business.

Key Responsibilities

• Onboarding new clients to make sure they know how to use our software and get the most out of our assessments.
• Increasing engagement with, and adoption of, the software.
• Building relationships with clients to become their trusted point of contact for support and training.
• Keeping everyone on track. When multiple people all need to be on the same call, you’ll use tact and persistence to make it happen.
• Taking charge of renewal conversations, to hit revenue retention targets.
• Identifying upsell and cross sell opportunities to drive revenue growth.
• With support from our product experts, conducting quarterly business reviews with customers. You’ll find out how customers are using our software, what they want to achieve next, and make recommendations on how they can get maximum value.
• Directing customers to the right support documentation, sample reports, and example tests.
• Collaborating with Sales and Product team to influence software roadmap, and to ensure customer post-sale experience aligns with pre-sale expectations.
• Identifying customer advocacy opportunities, including testimonials and referrals, in partnership with the marketing team.
• Providing a mix of reactive support (for example login issues, test resets, re-sending emails) and more strategic advice (for example where to use assessments in the selection process, or how to integrate an ATS).

Skills & Experience Required

• Experience in a B2B SaaS customer success role, or experience in a Talent Acquisition role with an interest in pivoting to the supplier side.
• Willingness to learn: you will quickly become a product expert, being able to explain to customers how our software works and what assessments to use.
• Curiosity: you will want to really understand our client’s pain points, and you’ll want to help solve their challenges.
• Organised: success happens when you keep on top of timelines, plan ahead, and make lists.
• Goal-focused: the best success is measurable. You’ll want to help customers achieve their goals, and track net revenue retention.
• Conscientious: You’ll work hard to keep our customers happy.

What We Offer

Salary: £40,000 - £45,000 per year

Hybrid working: One or two days per week in our London office, the rest remote.

Growth: Opportunity to shape this role and develop quickly.

Support: We want you to succeed, so we will teach you everything we know.

Pension: workplace pension with salary sacrifice scheme.

How to Apply

We’re a talent assessment company, so guess what; you’ll start by taking our online assessments. We built these ourselves, and they’re a great way for us to objectively and fairly measure your chances of being successful in this role.

If you do well in our online assessments, we’ll then invite you to a short online video call. Then the final step is an in-person interview in London with our Director Oliver Savill.