Sr Customer Success Manager

Posted Feb 23

About Attest

Founded in 2015, Attest is a SaaS technology company based in London and New York. It exists to generate increased confidence for every decision, by making consumer research easy and actionable for all.

Attest believes that each business's customers hold the key to solving their problems and unlocking their opportunities. Its technology and software includes a wide range of machine learning and artificial intelligence applications that help continuously improve data quality and analysis, to help clients make better decisions.

The Attest platform enables companies to engage directly with over 100 million consumers across 49 countries, starting in 90 seconds. Attest helps you engage with the consumers you need to know the most but can naturally reach the least, to learn, measure and grow ever-faster, across marketing, product, brand, innovation, competition, pricing and beyond. Attest enables its clients to reach and understand new consumer groups, needs, trends and behaviours, on-demand, very easily, any time. By dramatically simplifying the process of gathering the highest quality consumer data and the most actionable results, it is transforming an entire industry, expanding a very large market, and making consumer research accessible to entirely new areas of demand and action.

Attest's ever-expanding client roster ranges from enterprises like Oracle, Microsoft and Discovery, to fast-growth companies like Transferwise, Manscaped and Klarna, among many others. 2020 has seen it scale strongly, with ARR growing rapidly to $7m and the team growing from 66 to 125 over the course of the year, with further exponential growth anticipated in 2021 and beyond. Attest is backed by investors including NEA, one of Silicon Valley's most prolific venture capital firms with over 225 portfolio company IPOs since 1977.

About the Customer Success Management team 

Attest puts its customers at the centre of everything we do. The decisions we make on how we develop our product and the core values that enable our people to succeed are all driven by keeping the experience of our customers front and centre. Customer Success is the team that ensures we maintain that focus, and sits within our wider Commercial function alongside our Business Development, New Business, Marketing and Revenue Operations teams. 

Within Customer Success, there are three areas of focus: Customer Success Management (CSM), Customer Expertise (CE) and Technical Support (TS). All teams work with our customers to ensure they are fully supported by Attest’s product yet in different, complementary ways. 

Our CSM team partners with Attest’s customers to ensure they are getting maximum value from their use of our product, providing operational guidance whilst maintaining impact throughout the journey. The CE team complements that by providing a deeper level of product expertise that is very practically applied day to day within our platform. Folks in our CE team tend to have worked in, or with, companies with a research focus so have a good contextual understanding of the market research space to layer on top of their deep experience with how to conduct research with the Attest product. Finally, our Technical Support team resolves technical issues and provides resources that enable a greater level of self-service. 

The mission for this role

As a Senior Customer Success Manager at Attest, you will be a truly cross-functional collaborator, partnering primarily with New Business, CE, TS, product, legal, finance as well as other teams across the business. You’ll bring ever greater improvements to the way our customers use and derive value from our product, and equally, leverage feedback trends and patterns of customer usage to help feedback on our product direction for the future. 

A Senior CSM at Attest takes a genuine interest in market research and significantly expands subscription-based opportunities. They bring deep and scalable expertise to retaining and growing a subscription-based book of business, and thrive on making meaningful impact for both the customer and Attest. 

Your focus will be to

> Deeply understand our customers’ challenges and how we can help solve them. You will become an expert at connecting with the requirements and goals of Attest’s customers.

> Partner with the wider CS team to take ownership of retaining and growing your annual subscription-based book of business. You will consistently demonstrate ever better value in helping customers meet their business goals. 

> Apply a human-centric approach to identifying growth. In your approach to customer success, you strike the ideal balance between first-class, human-centric relationship management and identifying, acting upon, and closing growth opportunities. 

> Provide genuine value by understanding the customer as you increase the commercial value of the opportunity for Attest. In working with you, customers will recognise that you are truly seeking to help, rather than merely capitalising on their budgets.  

> Build exceptionally robust relationships with customer contacts, well beyond their immediate engagement with Attest. Whether you are partnering with a decision-maker or day to day user, you value all perspectives and understand the value of every member of the customer organisation being seen and heard by Attest.  

> Leverage opportunities and anticipate the future. You are able to identify current and future stakeholders within existing accounts and have deep experience of collaborating with the customer to identify opportunities for growth within their business. You understand that having excellent relationships with multiple stakeholders in an organisation is crucial to delivering the best possible value for the customer. In doing so you’ll ensure the adoption of Attest products now and in the future.  

We’d love to hear from you if

> You are an experienced Account Manager or Customer Success Manager who has worked in a fast-moving SaaS scale-up

> You are target oriented and thrive under pressure or when faced with novel challenge

> You are comfortable and familiar owning and achieving/exceeding an individual sales quota but collaborative and forward-looking in how to reach it 

> You value team success as highly as personal successes and support those around you

> You are comfortable adapting your approach to existing processes, templates and systems but provide actionable and data-informed feedback on how we can continuously improve 

> You have a naturally human-centric approach to relationship management that makes you a trusted advisor to customer and fellow Attesters alike 

> You are highly adaptable and enjoy a dynamic and ever-evolving learning and growth environment 

> You have experience working closely with senior decision makers (CXO, Directors) in B2C businesses

> You know how to get the very best out of existing client relationships both in terms of creating customer evangelists, and in terms of ARR growth 

> You have a naturally positive outlook, are hungry to learn, and you operate at your best with focus and responsibility in your role  

> You will be a natural relationship builder who garners and maintains a high degree of trust.

Although not required, this role may be of particular interest to you if

> You have knowledge or experience of the market research industry

> You enjoy utilising and getting the most out of Gainsight and Salesforce 

> You are as comfortable and familiar working with large-scale and high-value accounts as you are expanding high-potential growth accounts 

> You have experience of partnering closely with Customer Success or Experience teams; you may have even worked in a CSM role in the past. 

> You are passionate about data and excited about what we’re doing at Attest

What you can expect… 

We believe that everyone’s unique skills and experience are important and we celebrate every hire we make. Our pay and benefits programme is designed with a focus on the wellbeing, engagement and growth of our people. 

> A competitive salary that fairly recognises your experience and potential

> We’re enthusiastic to offer all Attesters EMI share options in the company so that as the business succeeds, so do you!> 25 days (UK) or 23 days (US) paid holiday per year. This is in addition to local public holidays and an additional 2 days off around the festive season

> To help you save for your retirement, you’ll be auto-enrolled to our group pension plan when you join

> Once you’ve completed your first few months, you have the option to relocate temporarily (up to 6 months) or even permanently up to +/- 4 hours of London or New York using our International Mobility programme

> Support with remote and flexible working both whilst we navigate the world as it is now and in the long-term. We’ll even give you £300 to set up your home office

> A generous career growth and development budget of £500 a year to support your learning

> Access to private and confidential coaching or counselling via Sanctus

> Spend up to 2 paid days per month - 10% time - focusing on your growth, giving back to your community or supporting your favourite charity

> 10 days paid sick leave a year - for your body and your mind

> 24/7 Employee Assistance Programme by Care First

> Your choice of equipment and access to great tools that support your productivity and impact

> An open, inclusive and supportive team where everyone is valued and all ideas and suggestions are welcomed

Inclusion & belonging at Attest 

We do our best work when we feel included, involved and heard; this belief is central to both our culture here at Attest but also found within our product. Our product is for everyone and so is our culture. The more diverse our collective range of perspectives, the more we all thrive, together. Everyone is welcome at Attest, regardless of the life that you may have experienced, the person that you are or the things that you’re curious about. 

We are active in checking our biases and questioning our perspectives to make sure every hire brings something different to our success. We put fairness at the heart of everything we do and welcome applications from everyone.  

We also believe that building a world where everyone feels included is a journey and we stay open to learning. If there are any adjustments you’d like us to make to ensure the most inclusive interview process for you or others, then do reach out to talent@askattest.com to let us know your thoughts.