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Customer Success Manager (First CS hire; zero-to-one)

Posted 4 days 2 hours ago by Deepstreamtech

Permanent

Full Time

Call Centre / Customer Service Jobs

London, United Kingdom

Job Description

Requirements

3-5+ years in B2B Customer Success, with proven zero-to-one or first/early CSM experience.
Product fluency - you can quickly understand technical concepts and translate them into clear, compelling business value.
You're a self-starter with a bias to action. You're at your best building structure from ambiguity.
You have stellar project management abilities and are able to manage multiple priorities at once.
You're have exec-ready communication and are comfortable dealing with senior stakeholders.
You're ambitious & driven and want to play an active role in growing the business.

What the job involves

You'll be the first dedicated CSM and the expert voice on how CS should run.
1. Own commercial responsibilities:
- Take responsibility for driving renewals & expansions, ensuring we maintain extremely high retention metrics.
- Shape the commercial motion as you go, implementing best practices to de-risk the process as much as possible.
2. Build the CS function:
- Design the operating system: playbooks, health scoring, QBRs, usage-led nudges, self-serve help, and a clean toolkit.
- Set the baseline metrics (TTLV, activation/expansion milestones, renewal risk), then iterate.
3. Product adoption & project management:
- Own structured onboarding that drives time-to-value fast.
- Build per-account project plans that ladder customers through Ploy's modules, increasing usage step-by-step.
- Partner with IT & Security leaders (often your day-to-day stakeholders) while staying aligned to senior buyers (CISO/CIO, Heads of IT/Security).
4. Customer support:
- Be the first line for product questions, troubleshoot with pace, and - when it's faster - roll up your sleeves and do it for the customer.
- Close the loop with engineering when issues surface; translate customer needs into crisp, actionable feedback.