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Customer Success Manager

  • Edinburgh
  • Negotiable
  • Permanent

Customer Success Manager

About Trickle

  • Trickle is an employee voice platform that transforms employee's ideas into action, so that meaningful change can be made.

  • In just one click, Trickle empowers employees to raise ideas, offer feedback, praise peers, and more. With optional anonymity, it promotes a safe, open environment for impactful communication and collaboration.

  • Unlike typical employee feedback tools and pulse surveys, Trickle stands out by offering a secure and psychologically safe platform for real-time discussion of employee ideas and suggestions.

  • Trickle are looking to bring in a Customer Success Manager to support onboarding, retention and growth of our customers.

About the role
Working closely with our customers, you will be focused on ensuring customers have a market-leading onboarding experience with Trickle, by partnering and building relationships with our clients, understanding their needs, running product demo's and ensuring the continued success of the product through effective onboarding and adoption. You will be the face and voice of Trickle; putting our customers first by ensuring that the product is effectively implemented and adopted whilst also dealing with queries, understanding problems and articulating solutions.

You will join a small team, and certainly won't be just a cog in the wheel! You'll be dealing with a diverse range of clients and stakeholders - from small scale start-ups right through to large scale organisations like the NHS - to ensure that their employees' voice is heard and that they are engaged. On a day to day basis, you will:

  • Work with the CSM team to complete needs analyses, run demo's and ensure an incredible onboarding experience

  • Competent facilitating conversations with entry level teams through to senior leaders

  • Build lasting client relationships through effective client/account management and ensuring a fit-for-purpose solution is delivered

  • Be the product expert for any client questions, queries or concerns

  • Gather relevant feedback and analyse engagement trends to inform future product development

  • Have an input in to the ongoing development and improvement of our Customer Success processes and onboarding procedures

Alongside this, you will be given the chance to interact across our entire business, to have a say in how the business strategy as a whole is aligned, and to help drive profit in a moral and ethical way in tune with our cultural values.

About You
You'll be passionate about building relationships and the overall customer experience. You'll be a natural collaborator with enthusiasm, exceptional communication skills, the ability to understand our clients' needs and propose effective solutions within the Trickle suite. You'll have experience in a similar B2B focused Customer Success, Client Relationship Management, Account Management or equivalent position.

Everyone in our business is firmly focused on providing great service, and you will have a consumer first approach, putting their needs at the heart of everything you do. Our culture is based on teamwork- everyone mucks in and helps everyone else, and it's important that you are on board with that. We are in the growth stage of our journey - and the right person for this role will be intrigued by the opportunities this provides, and keen to get started on helping us see continued success.

Beyond giving our customers a phenomenal experience, you'll provide insight and analysis to help inform the development of our products as we grow and our clients' needs evolve. A self starter, you will be passionate about your role in the organisation, ambitious to succeed, and happy to get involved in a whole range of tasks.

What Trickle offer

  • Competitive salary

  • 4 day working week

  • Remote first working

  • Excellent professional development opportunities

  • Opportunity to work alongside a team with a proven track record of creating multi-million-pound businesses

  • Opportunity to have an impact on a small yet incredibly ambitious organisation as we grow

Aimee Ryder
Point of contact
Aimee Ryder
Senior Resourcer
0141 410 1012