Customer Success Lead

Dijuno are a Seed stage, VC backed, B2B Software-As-A-Service (SaaS) provider of analytics to the Fast Moving Consumer Goods (FMCG) and Retail Industry. Our system is changing the world of Business Intelligence by shining the light on things that matter for each individual leader in the business. We help businesses and people, by doing the laborious analysis, so they can focus on taking action. Our litmus test is: was this helpful to driving your sales performance forward?

We’re established enough for you to be able to jump in and make an immediate impact, yet small enough for you to light the touch paper on the rocket that will take us to the top.

We’re ambitious – we want to be the #1 SaaS analytics player in FMCG – and then take on further verticals. We’re also passionate about creating career-defining success stories for the people that want to join us on our quest to the top.

Job Purpose

We are looking for an analytical minded, curious and results-driven Customer Success Lead to join our team. As a Customer Success Lead, you will be responsible for creating & building strong relationships with our customers, understanding their needs, and ensuring their success with Dijuno from onboarding through to growth plans and renewals. You will be the first point of contact for customers, delivering successful projects for each client in collaboration with our internal teams.

Reporting Line: Head of Commercial Partnerships

Salary: £50,000

Key Responsibilities:

• Provide excellent customer service to each one of your clients, developing and building strong relationships with all clients, being their ‘trusted advisor’ on all things Dijuno
• Successfully onboard new customers, providing training and guidance to ensure a smooth implementation process in collaboration with Implementation, Product and Development teams. You will be the project lead for each of your clients and be accountable for the successful delivery of each project, managing the internal and external processes.
• Drive revenue from tactical upsells, renewals and longer term growth plans expanding each client across markets and categories
• Prepare monthly customer usage and engagement reports to share with our clients. Work closely with our clients to drive adoption and usage of Dijuno across their business to optimise the value of their investment with us.
• Conduct regular check-ins with customers to review performance metrics, gather feedback, identify areas for improvement and ultimately drive revenue.
• Set up, and continuously improve, the systems and processes to maximize the efficiency of our Customer Success team.

Requirements

• 3+ years of experience working within a Customer Success mid-senior role (can demonstrate success in building client success post onboarding).
• Track record of upselling and retaining customers via detailed and strategic growth plans.
• Ideally experience working within the FMCG industry or from a business with a data-centric product/service.
• Strong analytical skills
• Excellent relationship building with clients
• Experience in being able to manage multiple projects at the same time and meet project deadlines.
• Experience managing internal and external stakeholders to deliver projects
• Exceptional communication skills, both written and verbal.
• High level of emotional intelligence
• Strong background within customer experience/support.
• Proficiency in MS Office, Google Suite and CRM software (e.g. Hubspot).

Benefits

• A remote first work environment, giving you the flexibility to work wherever suits you best.
• Professional development, fostering a growth mindset, culture of learning and curiosity.
• Pension with flexibility to opt in or out
• Generous holiday allowance: 25 days + Bank Holidays + Birthday off