Customer Success

Customer Success Director

London, United Kingdom   |   Full Time

Key Responsibilities:

  • Shape our Customer Success team by managing junior Customer Success Managers.

  • Empower customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption rates

  • Monitor customers’ KPIs to drive the usage of our products

  • Help communicate customers’ needs to the Product team and help shape our product roadmap

  • Contribute to overall success of customers, including onboarding, configuration, product adoption, retention and growth.

  • Drive our Customer Success strategy by improving processes and defining some of your own.


About Echobox:

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Guardian, Condé Nast, Le Monde, The Sydney Morning Herald and The Times. 

After the successful launch of our second product, we are preparing to launch more new products in the coming quarters, and are expanding our commercial team as we scale the company. We’ve doubled our headcount in the past 12 months and are looking to increase it by a further 100% in the next 12 months.


Do you think you have what it takes to be part of Echobox? We'd love to hear from you.


Minimum Academic Requirements:

  • Degree from a reputable university

  • 3+ years of relevant job experience with a proven track record of excellence in your field

  • Fluent written and spoken English

Required Skills and Experience

  • A customer-focused mindset, putting customer experience first in every action you take

  • Track record of using data and reporting to guide decision making

  • The ability to translate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people

  • Exceptional account management and customer service skills backed up with excellent written and verbal communication skills

  • A natural problem solver who is able to dissect an issue and develop a plan to address this


Preferred Skills:

  • Experience working in a fast paced B2B SaaS organisation

  • Additional language skills (e.g. Italian, Spanish, French, Portuguese)

  • Excellent organisational and analytical skills, with proven ability to take initiative and build strong, productive relationships

  • An interest in artificial intelligence and the future of the publishing industry

Benefits:

Our employees enjoy free breakfast every day, coffee, drinks and snacks all day, everyday. Every Wednesday, we order food for our weekly team lunches where everyone gets together for an hour of fun. We have monthly team events (dinner, bowling, karting, poker nights, board-games etc.) for our team to get to know each other outside of work. Professionally, we host in-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London. We ensure that all our employees also get pension contributions, the latest tech, generous annual leave and an amazing office with a balcony overlooking Notting Hill.

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