Technical Customer Success Manager

About us

We are a fast-growing team on a mission to reimagine the analytical workflow and make data accessible to all.

The Count canvas combines the power of a data notebook with the collaborative workflow of digital whiteboards. We’re often referred to as the “Figma for data” because of the way Count transforms the way data teams work and communicate with the wider business through greater transparency and trust.

We launched in September 2022 and have seen the canvas concept explode with over 50k canvases created to date and some of Europe’s best startups such as Cleo, BeautyPie, TooGoodToGo and Omnipresent join us as customers.

What you'll do

As one of Count’s first data CSM hires you’ll play a critical role in defining and scaling the way we support our clients to succeed with Count and their wider data strategy. Your responsibilities will include:

• Onboarding and Implementation: Guide new customers through the onboarding process, including product setup, data integration, and configuration, to ensure a smooth transition and successful implementation.

• Customer Support: Provide timely and effective technical support and troubleshooting assistance to customers, addressing their inquiries and resolving any product-related challenges.

• Product Training and Adoption: Conduct training sessions, webinars, and workshops to educate customers on product features, best practices, and utilization strategies, ensuring maximum adoption and value realization.

• Account Management: Monitor customer accounts, track key metrics, and identify opportunities for upselling and cross-selling additional products or services to drive revenue growth and customer satisfaction.

• Customer Feedback and Advocacy: Collect and analyze customer feedback to identify trends, opportunities for improvement, and product enhancement requests, advocating for customers' needs within the company.

We'd love to hear from you if you:

• 3+ years of Customer Success experience with a technical tool

• Strong analytical skills with SQL (and python too as a bonus)

• Proven analytical and problem-solving skills to understand customers' challenges, troubleshoot issues, and propose effective solutions.

• Strong collaboration skills to work effectively with cross-functional teams, including sales, product development, and engineering, to drive customer success.

• A high level of self-motivation and resilience

• A desire to learn and grow in a fast-paced startup environment

Our interview process will cover:

• An initial conversation so you can ask any questions you have about Count and we can learn more about your experience and interests

• A deeper dive call with our Head of Customer Success

• A working session with some of our customer success team

• A final meeting with our founders & wider team

The working session and final meeting will take place either virtually or in London, depending on where you're based.

Life at Count

Count is a hybrid working company. Most of our team is based in the UK and we use our office in London as base to meet and collaborate regularly. However we believe great work can happen anywhere and we’re happy to consider candidates from anywhere in Europe, South America or eastern United States (+/- 6 hours of London).

Our work is important to us, and we know we work best when we actively maintain a good work-life balance. We're backed by some of Europe's best investors allowing us to offer a competitive employment package. Some of the benefits of working at Count include:

• Competitive salary, pension and share options

• Flexible working hours

• 28 days of holiday (plus public holidays)

• Private health care

• Generous parental leave

• An annual working from home allowance and personal development budget

• Quarterly coworking offsites as a team

We're committed to building a diverse team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability, we want to hear from you.