Customer Success Manager

Job description

# Customer Success Manager ## **🌍 About us** Plinth is a fast-growing tech startup working with charities, foundations and local government. Small and local charities are highly effective but largely hidden. They have no spare time and no spare money. We're building the tools these organisations need and shining a light on the work they do. Read more on our blog. **🚀We're growing fast.** 3-4x this year. We get 7+ new clients a month and we're shipping new features every few days. This means things move quickly and your work directly shapes how we scale. You'll have real responsibility from day one. **❤️It's really impactful work.** Our clients are charities and grassroots organisations across the UK, and soon internationally. When you help them succeed with our platform, you're directly amplifying their impact. Every successful onboarding means a charity spends less time fighting with their systems and more time on their actual mission. **🤝You'll work with impressive people.** Our team is talented, collaborative and slightly strange(?). We value impact, speed and openness. We work in person in our office in Old Street because we genuinely enjoy each other's company (most of the time). It’s a high trust, creative space where if you think something's a good idea, you just go do it. ## **💼 You need to be able to:** - **Work both fast and slow:** You'll navigate slow public sector procurement cycles one minute, then help us ship a new feature over lunch the next. The whiplash is intense but it keeps things interesting. - **Keep it real:** You'll be getting the train to community centres and youth clubs where the heating doesn't work and where the paint is peeling off the walls. It’s rarely glamourous. You need to be willing to meet clients where they are, literally and figuratively. - **Listen to problems, ignore solutions:** Clients will tell you exactly what they think they need. Your job is to understand the actual problem and guide them to what will really work, even when they're convinced they already know the answer. This requires self-confidence, understanding of the platform and genuine listening in equal measure. - **Teach people:** Most of our clients don't love shiny gadgets. If you're the kind of person who enjoys teaching your gran to use a smartphone, this is ideal. You need to explain some fairly complex systems clearly without being condescending and still getting user adoption - **Automate and document yourself away:🤖** We're small and growing fast. Build systems and processes that make your job increasingly redundant. There’s always plenty more to do. - **Understand the difference between "urgent" and 🚨 URGENT** — When you're managing 4-8 concurrent client projects and everyone thinks their issue is critical, you need to distinguish between what must happen for launch versus what can wait. This is harder than it sounds. - **Grow with the role:** we need someone who is comfortable with our clients and team doubling every 6 months. Your role will rapidly change to reflect that, but it leaves you with lots of room to grow in responsibility. ## **🧩 What kind of background do we think would be a good fit?** We’d expect a few years experience in something like the following: - **Coaching / Tutoring:** You know how to meet people where they are and guide them to better outcomes - **Hospitality management:** Service mindset, de-escalation skills, managing expectations when things don't go to plan, letting the customer think they’re right when they aren’t - **Event/production management**: Used to juggling moving pieces, keeping stakeholders calm, making last-minute pivots when things go wrong - **Community organising/activism:** Already comfortable in the spaces you'll be visiting, get the mission, used to working with limited resources - **Consulting:** You're used to parachuting into chaos, extracting actionable tasks, and keeping multiple clients calm simultaneously - **User research/UX:** Good at understanding what people actually need versus what they say they need, synthesising feedback into actionable insights - Knowledge of the charity sector is a significant advantage, whether that’s as an employee, consultant or as a long term volunteer. - It would also definitely be helpful if you have any technical experience to help with managing data migrations. **Importantly, This is a list of suggestions.** If you have experience in only some of this, or have only some of these skills, please do apply anyway. ## **📈 How can you measure your success?** - **Speed of getting customers successfully using Plinth:** From signed contract to actively using the platform and seeing value. - **Positive recommendations:** Clients recommending us positively to their networks — it’s a big source of our growth. - **Increasing use of Plinth:** Clients expanding how they use the platform over time, not just maintaining baseline usage ## **🧠 The role** **Client Onboarding (70%)** — Lead onboarding from kick-off to go-live. Break down complex projects into clear phases. Manage timelines, priorities, and expectations across 7+ new clients per month. Stay on top of new features we ship every few days. Push back when needed and teach anyone regardless of background. **Operations & Process Improvement (30%)** — Audit and optimise our support systems (expect to manage Intercom chat a couple of days a week). Refine onboarding workflows. Keep documentation current. Work with engineering to communicate what's urgent versus what's just a problem. Track feature requests across clients and synthesise them into product improvements. ## **💵 What we offer** - **Salary:** £42,000 - £75,000 depending on experience - **Equity** as part of your package - **Location:** In-person, Old Street, London ## **☎️ Interview process** 1. Quick (20-30 min) call with Chris as a sanity check 2. First interview with Chris and a co-founder 3. Long (2-3 hour), quite intense, in-person interview — meet the team, do tasks, respond to case studies, be challenged 4. Decision