Customer Success Manager

Job Description
We go FullCircl
FullCircl connects the insight you need when it matters most. We partner with more than 700 of the UKs leading banks, insurers and FinTech to deliver market leading insight on their business customers. Clients use our product to solve three mission critical business challenges, namely how to: identify & acquire, verify & onboard and retain & grow customers.
FullCircl connects the insight you need when it matters most. We partner with more than 700 of the UKs leading banks, insurers and FinTech to deliver market leading insight on their business customers. Clients use our product to solve three mission critical business challenges, namely how to: identify & acquire, verify & onboard and retain & grow customers.
Our web applications and APIs are now used by more than 15,000 end users in large clients including
Barclays, Lloyds, NatWest , and
Aon , as well as powering digital journeys for high growth challengers such as
Tide, GoHenry, Mettle, Caxton , and hundreds more.
Having established a roster of blue-chip enterprise clients in the UK, FullCircl is now looking to expand its reach through continued investment in the platform and exciting partnerships with category leading vendors including
Acturis, nCino and IDNow.
We have more than doubled in size over the past two years and is now a scale business that has been profitable since early 2022.
FullCircl was formed in 2021 following the merger of Artesian Solutions and DueDil. In September 2023 FullCircl acquired W2 Global Data Solutions. FullCircl is backed by top-tier investors which include Octopus Investments, Notion Capital, Augmentum Fintech and notable angel investors which include Dr Steve Garnett (EMEA Chairman SFDC).
We GRAFT to get it done
We want to hire like-minded people which is why our core values are important because if you
join us it is pretty important that you fit right in. Ask yourself, do they describe you?
Growth Mindset - We are the change we want to see
Resourceful - We find a way to get it done
Accountable - We do what we say
Factual - We tell it like it is (without being a jerk)
Team - We put the mission before ourselves
What we can offer you
We are a team that has a clear view of where it wants to go and are committed to supporting each other to get there.
We have created an environment where driven and accountable people thrive, and the development and progression of people in our team is a top priority.
We have been successful by building relationships with senior leaders in banking, insurance and FinTech and consistently delivering value to their teams.
We operate in an environment where your contributions will be meaningful and good work recognised.
We provide competitive compensation and benefits and believe employee ownership is a key part of cultivating the mindset we want from everyone.
THE ROLE
Reporting to the Director of Customer Success, as the Customer Success Manager, you’ll engage with our customers, not only with where they are today but also showing them a path to the future. Help our customers
do better business, faster !
Key Responsibilities
Discovery:
Identify risks to customers achieving their stated business goals and work with the team to build a risk mitigation plan.
Strategic vision:
Drive retention and growth for our customers by understanding their business objectives, helping them succeed and proactively identifying potential areas for further value.
Building champions:
Manage and run regular operational account review meetings with our customer champions/sponsors.
Execution-focused:
Monitor use of the service within assigned accounts to identify adoption levels, trends, concerns, untrained or inactive users.
Leading by example:
Monitor customer satisfaction by observing Net Promoter scores and follow up on survey responses with customers to drive increased satisfaction and higher Net Promoter Scores in the future. Also, keep cloud-based high-level notes of activities within each account so everyone is on the same page.
Coaching:
Partner with Sales to review and help deliver potential growth within customers.
Collaboration:
On larger accounts, collaborate with Marketing to design programs to align with customer initiatives, engage with our user base and increase adoption of our service.
Advocacy:
Collect and document evidence of how the service is being used by customers to promote good news and demonstrate ROI throughout the customer lifecycle.
Impact:
Promote our array of tailored training solutions to assist with increasing the adoption of our service.
You’ll be a self-starter, comfortable with a mix of challenges and fast pace. Day to day tasks will involve variety, from planning to execution and presentation of your ideas back to stakeholders.
You’ll be collaborative but also tenacious in order to achieve your goals for the ultimate success of our team. By understanding the product inside out and understanding its business impact, you’ll quantify and articulate the benefits the FullCircl platform can bring.
Our ideal candidate will have
Passion for building great customer relationships
Previous Customer Success experience
A clear connection with our mission of helping our customers do better business, faster.
Alignment with our core values (G.R.A.F.T.).
Self-driven, comfortable asking difficult questions and eager to contribute your own ideas.
Analytical, clear thinking with strong attention to detail.
A professional attitude with openness to feedback and coaching.
Excellent listening, presentation and communication skills at all business levels.
Ability to learn quickly and adapt to changing business needs.
Understanding of customer service and account management. Ability to partner with customers in developing their strategic direction.
Ability to navigate large complex organisations with strong collaboration and influencing skills.
Attention to detail and ability to deal with multiple concurrent initiatives.
Nice to haves
Experience working in a SaaS environment.
Experience of sales techniques/methodologies eg SPIN, MEDDIC, Challenger.
Negotiation skills.
CRM experience – Salesforce preferable.
Experience working with APIs or enterprise technology solutions.
Our Amazing Benefits
Hybrid/Flexible working model
25 days annual leave, with the ability to purchase more days!
Life Assurance and a fabulous Employee Assistance Programme
Private Healthcare for you - talk to us about adding your family!
Discounts on various retail stores, gyms memberships and a bike scheme
Access to LinkedIn Learning
Peer to peer recognition...and much, much more!
A little more about Us
We have a culture deeply engaged in D&I and have a team dedicated to overseeing this
There are 18+ languages spoken between us!
We actively engage with and support charitable initiatives and volunteer opportunities
Our skills are shared through our Mentorship program, all are welcome to join
All ideas and feedback are welcomed. We want all FullCircl’rs to have a voice
“ No matter what stage you are in your career, at FullCircl you are viewed as an individual and given the opportunity to own your career. During my time at FullCircl, the nurturing culture has grown my confidence and given me the opportunity to work with some of our biggest clients.”…. Chloe Weatherill – CSM