Customer Success Manager

% bonus Commercial Growth

Location: Remote UK or Hybrid London (2 / 3 days in the office)

native has been building for 10 years but were still very much a startup: fast-moving ambitious and building with intent. Were creating the infrastructure that connects students Students Unions universities and advertisers through a managed marketplace.

Our goal is to deliver for students by increasing student engagement while enabling Students Unions to secure sustainable funding. For advertisers we offer meaningful measurable routes to student audiences. The more aligned these incentives are the more defensible and scalable our business becomes.

The Opportunity

Customer Success is a new function within our SMB team focused on retention and rebooking of existing accounts. Our SMB customers are local and regional businesses who advertise to students: venues retailers regional chains and local services.

As CSM youll own a book of accounts and be responsible for keeping them happy and coming back. Youll run rebooking conversations support customers through their campaigns and spot issues before they become problems.

What youll be working on

• Owning a book of SMB accounts and hitting a retention target

• Running rebooking conversations with customers ahead of each campaign period

• Supporting customers through campaign delivery and resolving issues quickly

• Identifying at-risk accounts early and taking action to save them

• Maintaining accurate account records in CRM

• Working with Sales on account handoffs and transitions

What were looking for

We are committed to lifting everyone up. We seek to enable peoples best work by optimising for freedom with accountability. Youll get the most out of this role if you can bring:

• 1-2 years in customer success account management or customer service

• Comfortable managing customer relationships over phone and email

• Organised: can manage multiple accounts and keep track of renewal timelines

• Proactive: you spot problems early and fix them before they escalate

• Good communication skills written and verbal

Whats in it for you

Base Salary: 30000

Remote-first role in the UK

Pension contributions of 5%

25 days off (excluding bank holidays)

Day off on your birthday

Share Options for all

Work from home set-up budget

Season Ticket Loan Scheme

Paid maternity paternity adoption or shared parental leave

Equal Opportunity Statement

We are actively creating an equitable environment for everyone at native to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at native. At native we embrace diversity in all of its forms and foster an inclusive environment for all people to do the best work of their lives with us.