Our Customer team, which consists of Project Implementation, Support & Success, and Data, focuses on growth and retention, providing guidance on recruitment best practice and how to achieve this using Firefish. The Customer Support & Success team is responsible for providing top-tier support, guidance, and assistance to Firefish's clients, driving product adoption and contributing to the company's growth and revenue generation.
We're looking for a UK-based Mid-Market Success Partner to play a pivotal role in driving the success, growth and retention of our mid-sized clients. You’ll be responsible for developing and executing strategic customer success initiatives across your owned accounts, ensuring that our clients maximize the value of Firefish, meet their goals and achieve an ROI from using Firefish.
You'll find this role exciting if:
- You thrive on building and maintaining strong, long-lasting relationships with key client stakeholders, and identifying opportunities for strategic collaboration.
- You excel at crafting and implementing targeted Success Plans for clients. By staying attuned to their specific needs and pain points, you actively engage in solving issues before they escalate, ensuring continued partnership. You consistently prioritise client satisfaction through proactive communication, problem-solving, and strategic planning.
- You are naturally curious, with strong analytical capabilities and technically minded. You get a kick out of sharing your product knowledge with others - whether that's when helping others in the shoal or support clients - as you know that this will have a huge positive impact on them.
We'll be excited about you if:
- Commercial awareness and demonstrable business acumen gained through your experience as a Customer Success Manager or Account Manager in the software or SaaS industry (ideally within RECTech or HRTech)
- A track record of increasing revenue and satisfaction across owned accounts
- Demonstrable experience of strategic planning and tactical decision making
We appreciate that to have a good life at work you need to have a good life outside of work too! So, for this role we offer:
- A basic salary of £37,000 - £45,000 per annum
- Remote-first working & flexible hours: adjust your schedule to fit around your out-of-work commitments (as long as you're here for our core hours!)
- 25 days holiday (plus public holidays)
- Medical cashback for optical, dental, therapy treatments and consultations up to £1170 per year for you, and additional allowance for dependent children
- Private healthcare, GP service, healthclub discounts, retail discounts and cashback
- 24/7 mental health support line, face-to-face CBT sessions, and in-house mental health first aider
- Structured career development programmes and in-house coaches
- Quarterly social events in our Glasgow hub, the Aquarium