Job Title: Customer Success Manager 

Reporting to: CEO  

Salary: £25,000 - £28,000 (depending on experience) plus performance-based bonuses  

Location: Newcastle upon Tyne 

Type: Full-time, hybrid 

About Fabric: 

Fabric is a groundbreaking force in marketing education, committed to reshaping the industry's landscape globally. 

Our mission is to deliver a transformative learning experience that empowers individuals to become marketing leaders. With a global community of ambitious learners, businesses, and universities, Fabric stands as the premier destination for marketing education, coaching, and mentorship. 

Our academy platform offers dynamic courses taught by industry experts, complemented by personalised coaching and mentoring, cultivating commercially savvy marketers poised for ongoing success.  With a commitment to delivering exceptional value and ensuring customer success, we’re already making waves in our industry.

About the Role:

As the Customer Success Manager at Fabric, you'll play a pivotal role in ensuring our customers' success and satisfaction with all levels of our products - from our community subscription to our enterprise solutions. Reporting directly to the CEO, you'll be responsible for cultivating strong relationships with our customers, understanding their needs, and driving value. This role is essential for ensuring customer retention, expansion, and advocacy.

Key Responsibilities:

  • Onboarding new customers into the learning platform, ensuring a seamless transition and successful implementation  
  • Building and maintaining strong relationships with key decision makers and individual learners within assigned accounts  
  • Understanding customer goals, challenges, and opportunities to tailor solutions and drive value  
  • Proactively engaging with customers to provide ongoing support, guidance, and best practices  
  • Monitoring customer health and identifying potential risks or areas for improvement  
  • Collaborating cross-functionally with sales, marketing and product teams to advocate for the customer and drive customer-centric initiatives  
  • Driving expansion opportunities within assigned accounts through upselling and cross-selling (working closing with the sales team to close these opportunities) 
  • Advocating for customer needs and feedback internally to influence product development and enhancements  
  • Tracking and reporting on customer success metrics, such as retention, expansion, churn, NPS and CSAT

Required Skills and Experience:

  • Minimum of 2 years of experience in customer success or account management roles, preferably in a B2B SaaS environment  
  • Demonstrated success in managing and growing a portfolio of accounts  
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers  
  • Strong problem-solving and decision-making abilities  
  • Detail-oriented with the ability to manage multiple priorities simultaneously  
  • Experience working with CRM software (ideally HubSpot) and customer success platforms  
  • Passion for customer success and delivering exceptional customer experiences  

Benefits:

  • Competitive salary and performance-based bonuses  
  • Share options 
  • 21 days holiday PLUS up to 5 additional days for Christam shutdown 
  • Your birthday off 
  • Hybrid working in a trusted environment with flexible hours 
  • Access to 1-1 customer success and sales coaching 
  • Yearly CPD budget for ongoing learning and training 

Join Our Team:

If you are passionate about driving customer success and making a meaningful impact, we want to hear from you! 

Send your CV or a short video to [email protected], outlining why you're the perfect fit for this role. No agencies, please.