Customer Success Manager

Hi, I’m Kieran, CEO at FlatPlan. We work with media companies to deliver breaking news articles to millions of people on Apple devices. We’re a small, passionate team that works closely with some incredible companies including ITV News, Formula One, The Premier League, and Apple. We have big plans – to transform how news media reaches readers – and central to those plans is an exceptional Customer Success Manager.

The Role

We are looking for an experienced Customer Success Manager to join our small, fully remote team. We're expanding our service offerings and your expertise will be pivotal in understanding our customer's needs, crafting tailor-made packages, and proactively identifying and resolving any challenges they face. You will also help our customers use our core product as effectively as possible by applying your expertise and creativity.

Opportunity

You will be working closely with the founding team to help shape this role. We work with a small, prestigious group of media companies, helping them reach a wide audience of readers, and as an advocate for our customers, you will make a huge impact on their businesses.

On any given day you could be chatting with Audience Development teams at a newspaper, looking for opportunities to drive growth for internationally known football clubs, helping onboard a fashion magazine, or demoing our product to the editor of a news website.

You’ll have a great deal of freedom, trust, and accountability. We’re a startup and there will be no long approval processes – you are free to take action and think creatively. This freedom goes hand in hand with responsibility.

You’ll be an integral part of our team, becoming a vital connection between customers and the FlatPlan team.

Why You Should Apply

We’re a small team of people based mainly in the UK and around Europe, working fully remotely. We’re all working together to build an incredible company that makes a genuine impact on media companies, and we’re having fun doing it.

We’re a supportive team that genuinely cares about each other, sharing team achievements and working closely together to solve problems. You’ll get to know many of our customers well, speaking with editors and journalists at world-renowned media companies. We’re growing fast, too, so you’ll learn a lot about a company of this kind and you’ll get plenty of opportunities for personal and professional growth. There are no layers of bureaucracy or work politics – you’ll be speaking directly with everyone from leadership to content marketing to support, and we’re a lovely bunch if we say so ourselves!

We are flexible on working hours and we’re fine with team members working from wherever they are in the world.

Responsibilities

• Product/Industry Expertise: You’ll learn all about FlatPlan and become the go-to expert on our features and benefits. You’ll also learn about what makes our customers tick, so you can speak their language and understand their needs.

• Account Management: You’ll compile and maintain detailed profiles for all key accounts in a CRM.

• Drive Expansion Revenue: You'll be pivotal in upselling our services, targeting an increase in MRR in your first year.

• Find Opportunity: You’ll help our customers find opportunities for growth using our product and you’ll identify areas for improvement at FlatPlan

• Running Demos: You’ll assist our team with customer demos and in time, take the lead in showcasing our software on demo calls.

• Customer Onboarding: You’ll collaborate with our team to help onboard new clients.

• Issue Resolution: You’ll work with the Support team to proactively find and address customer challenges, maximising customer happiness.

Minimum Requirements

• 3+ years of experience in a similar role

• Excellent communication skills

• Proven experience nurturing and developing strong relationships

• Customer-centric, friendly attitude

• Quick learner, organized, and curious

• Ability to work autonomously and as part of a team

• A proactive approach to problem-solving

• Proficiency with CRM systems, Google Docs, Sheets, and other related software

• Experience with Apple Mac computers preferred

Work Schedule and Leave Benefits:

• Work Hours: 10am-6pm GMT/Mon-Fri

• Holidays: 29 days

Our commitment to diversity, equity, and inclusion:

At FlatPlan, we're dedicated to building a diverse team that reflects the varied experiences and backgrounds of our customers and the audiences they reach. We believe in fostering an inclusive environment, where every individual feels valued, heard, and empowered. All qualified applicants will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, religion, national origin, disability, genetics, background, or age. We strongly encourage individuals from underrepresented groups to apply.

FlatPlan asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact FlatPlan directly.