Junior Customer Success Manager

Join a growing, collaborative team whose mission is to provide innovative solutions that empower neurodivergent people and people with disabilities to capture and comprehend information. CareScribe is building assistive technology to help people access the world and level the playing field.

CareScribe builds award-winning technology products that help remove barriers. We believe that everyone has the right to live the life they wish and disability should not stand in the way. Our products are used by thousands of people worldwide daily. You can find out more about any of our products by visiting carescribe.io.

We believe that diverse teams create the best outcomes. We therefore encourage people of all backgrounds and identities to apply for this role.

Where you come in:

We are seeking a curious, charismatic and driven individual to join us as a Customer Success Manager, helping manage our wonderful customer base.

You’ll need to have a genuine passion for working with people, a natural ability to form professional relationships, and a strong desire to make a positive impact on the world through your work.

As a Junior Customer Success Manager, you will play a vital role in ensuring our customers achieve their desired outcomes and get maximum value from our product. You will be responsible for building strong relationships, driving adoption and product usage, and providing exceptional support to our customers.

You will be working at least 2 days per week from our beautiful office – conveniently right next to Temple Meads station (and Hart’s Bakery!).

What you’ll be doing:

• Building and maintaining relationships with our customers by acting as their main point of contact.
• Supporting customers through each stage of the journey and building meaningful relationships with key stakeholders.
• Developing an understanding of customers’ needs, goals and challenges and work proactively to identify opportunities and find solutions to these challenges.
• Acting as the customer voice internally by sharing feedback and promoting initiatives/ideas across the different business functions to ensure customers are at the heart of what we do.
• Developing resources and materials to support customers as and when required.
• Leading the onboarding process for new customers and maximising time to value by ensuring a smooth transition into product adoption.
• Proactively identify barriers to product adoption and work with the relevant business areas to find creative solutions to help drive this.

What you’ll need to be successful in this role:

• Curiosity and an innate drive to learn more about people. The core of the Customer Success role is to fully understand our customer’s world – each one with their own unique nuances, context and culture. Being able to ask the right questions is key.
• Experience in a people-facing role – you’ll have a natural ability to build trusting relationships and make customers happy.
• Good organisation and project management skills – you’ll have experience in working towards tight deadlines and spinning multiple plates without getting overwhelmed.
• Ability to deliver training or presentations with the confidence to hold your own and take the lead in meetings.
• Strong problem-solving and analytical skills, with the ability to understand customer needs and tailor solutions accordingly.
• Tech-savvy – you pick things up quickly and have some experience using technical software for work or studies. The tools we use are Hubspot, Customer.io, and Mixpanel – but we’ll provide full training on how to use these.
• Ability to work in a fast-paced environment and be proactive in spotting opportunities for continuous improvement.

An extra bonus would be:

• A deep understanding of disability through lived experience is something you can’t teach – and something we’d highly value in a future CareScriber. Whether that’s through your own lived experience, or growing up with a disabled family member – we’d love to hear from you.
• Career changers from Education or Healthcare settings. Experience in supporting a wide range of people in potentially vulnerable situations requires a depth of compassion and empathy that we highly value at CareScribe.
• Pursuing a passion outside of work makes for a happy, healthy and well-rounded employee. We want to know what lights you up outside of office hours and will support these extra passions as best we can.

What we offer:

Bristol-based location with flexible working arrangements. We’d like you to be able to come into our office right by Temple Meads station at least 2 days a week to help facilitate collaboration. Working location and hours outside of this can be flexible.

• Enhanced company pension contributions of 5%
• Choose your working hours between 7.00 a.m. and 8.00 p.m.
• 25 days annual leave (plus bank holidays) increasing 1 day for each year’s service up to a maximum of 30 days
• Buy up to 5 additional days leave a year
• Work away scheme – enabling you to work in most locations around the world
• 30 days paid compassionate leave
• Enhanced paid parental leave and new parent support (up to 12 weeks full pay and 6 at half pay)
• Paid company sick pay – 4 weeks full pay and 4 weeks half pay
• Individual monthly wellbeing allowance of £30 a month through the Heka platform
• Friends and Family – free use of Caption.Ed and TalkType for up to five of your friends and family
• Cycle to Work Scheme – up to £1000 via salary sacrifice.
• Fresh fruit and free soft drinks in the office
• Dog friendly office – for well behaved canines
• Matched giving for your fundraising events up to £200 a year
• Company social events

Application process:

1️⃣ 18th March to 5th April – Application window is open.

Please apply via LinkedIn or with a CV and cover letter [email protected]. (Applications with personalised cover letters will be prioritised).

2️⃣ 8th April to 19th April – Initial calls with our Senior Customer Success Manager will be held between these dates. These calls will be to find out a bit more about each other and to explore if there is a mutual interest to move things forward.

This interview will be over Zoom.

3️⃣ 22nd to 26th April – Second stage: Culture and Values interview.

A question and answer session exploring if you will add to our team culturally and if we have shared values. This session will be with the People Manager and the Senior Customer Success Manager.

This interview will be over Zoom.

4️⃣ 29th to 3rd May – Final stage: Competency-based interview

You’ll be asked to prepare and present a small project to one of the Senior Leaders of CareScribe and the Senior Customer Success Manager. This will be followed by a Q&A session and will assess the core attributes required for this role.

This interview will be in our office at Temple Studios.

5️⃣ Decision – We’ll aim to make a final decision and contact all candidates by 10th May.

Start date will be negotiable.

If you miss the initial application window, we will be accepting exceptional applications throughout the hiring stages (pre May 10th) – please send a CV and cover letter to [email protected]

CareScribe is an equal-opportunity employer. We do not discriminate based on race, religion, sexual orientation, national origin, political affiliation, disability, age, marital status, medical history, parental status or genetic information.

We’re really sorry but CareScribe doesn’t currently offer visa sponsorship.

Recruiters – we are not accepting speculative CV submissions for now, we will be in touch if we require your help. We will not treat any speculative CV submissions as referrals.