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Senior Customer Success Manager
Stream is on a mission to bring better financial wellbeing to frontline workers.
We partner with some of the world’s most famous employers - like Asda, Bupa, Burger King and the NHS - to make it happen, giving their teams access to a range of different financial benefits. Over three million people can now choose how often they’re paid, start saving, use budgeting tools, get free financial coaching, and access fairer financial products. All in one financial wellbeing super-app.
Stream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower-income earners pay for financial services each year.
You’d be joining a team of over 300 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.
The Opportunity
When an employer signs up for Stream, they are buying a service that has the potential to transform their business by improving the financial wellbeing of their workforce. This can only happen if enough people know about Stream and are reaping the benefits!
As a Senior Customer Success Manager, you’ll be at the heart of our mission, responsible for ensuring every client stakeholder, frontline manager and employee hears about Stream and will continually reinforce the impact Stream is making on our client’s people at an organisational level. You’ll work closely with some of our enterprise & mid-market clients to understand their wider business objectives, company set-up and communications channels, to execute the best awareness plans and ensure their platform is continually optimised for success.
Managing a portfolio of clients, you will also need to be able to interpret data and build out robust case studies to support any proposals or initiatives to support adoption, optimisation, growth and advocacy.
As the voice of our customer, you will know your clients inside out and will regularly share insights back to the business that enables us to understand how we can create more value for them and replicate success across our entire customer base.
The Team
You’ll be part of a high-performing Customer Success Team responsible for app adoption rates, client retention and identifying opportunities for product expansion, as well as creating advocates of our products and services.
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What will you be doing?
- Meeting with senior stakeholders at our enterprise & mid-market clients, establishing strong rapport and trust.
- Building detailed and impactful communication and account plans for each client, outlining steps to achieve adoption, retention, and growth within your portfolio.
- Leveraging a "land and expand" sales approach to identify opportunities for upselling and growing accounts.
- Using regular touchpoints to understand your client’s business priorities and advising on how Stream’s toolkit can help achieve their goals, including the adoption of new products.
- Identifying potential risks within accounts and escalating them as needed to mitigate challenges.
- Collaborating cross-functionally with support, delivery, product, marketing, and sales teams to optimise processes and ensure successful customer outcomes.
- Acting as the voice of the customer by sharing actionable insights with the wider business to improve products and services.
You’ll be a Stream Advocate - you'll live and breathe our brand, culture and values!
What experience might you have?
Must-haves:
- Our team has a range of work experiences across PR, Marketing, Sales, Customer Success and Account Management; we’re looking for someone creative, able to establish great relationships, influence senior stakeholders (both internally and externally) and be quick to put ideas and actions into practice
- The role will be varied and challenging, and will require a can-do, hands-on attitude and approach - one day you might be delivering an overview of the platform to members who haven't signed up to Stream, the next day you might be showcasing engagement results with a CEO and the day after you may be putting forward your client for an industry award!
- You can prioritise well, applying a commercial lens in your decision-making and where to focus your time
- You can communicate and interpret data well including summarising key findings and actions in both written and presentation format
- Our stakeholders tend to be in HR, Reward and Benefit and Payroll - being able to demonstrate that you can engage in meaningful conversations with senior executives from these fields will also make you stand out from the crowd
- You have prior exposure to upselling and cross-selling, with the ability to identify opportunities to grow accounts and increase client adoption.
What to expect in the first 6 months:
- Within 1 month you’ll have:
- Gotten to know your team members, the Stream platform, and all the associated tech and data behind the scenes!
- Met with clients, shadowed meetings and got to grips with what makes a successful customer, plus the Stream lingo
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Within 3 months you’ll have:
- Started to take ownership of your client portfolio. You’ll now be comfortable leading client calls and pitching and executing awareness and account plans
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Within 6 months you’ll have:
- Contributed to positive outcomes at your client’s businesses by successfully executing your launch and account plans
- Taken full ownership and accountability for the revenue, adoption and advocacy of your client portfolio
- Put forward ideas and solutions to solve needs for your customers and shared your learnings with other team members
Working Policy
We operate a hybrid policy; you’ll be in our beautiful London office 3 days a week, with flexibility to work from home. The nature of the role does require travel to visit clients for meetings and events
What will we do for you?
- 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
- 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
- Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
- Sabbatical scheme
- Paid leave to volunteer
- Private Healthcare including comprehensive mental and physical healthcare
- Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
- Season Ticket Loan
- Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.
- The best benefit of all, access to Stream!
At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.
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