Refract are looking for a Customer Success Manager to deliver amazing customer experiences, helping increase customer satisfaction rates, making sure our users love our support and guidance as much as the product.
Job Title: Customer Success Manager
Salary to attract the best talent
We are Team Refract and we are definitely a little bit different (good different we think?).
Hopefully, so are you.
Based at ‘The Core’ in the Centre of Newcastle, we’re building a world class SaaS business,
solving a key challenge for sales leaders – improving sales conversations outcomes and
revenue through coaching, with limited time.
Refract.ai analyses sales conversations, profiling coachable moments and shining a light on
what top performers do differently, whilst revealing what aligns with successful outcomes for
Our sales conversation intelligence platform uses A.I. to do the heavy lifting for sales coaching,
with organizations such as VMWare, Zoopla, Reach, Gattaca, Daisy Group and a host of
published sales gurus, amongst those accelerating performance using Refract.
It’s been a good start, but this is just the very beginning. We’ve done this before, building one of
the region’s biggest SaaS businesses and learning lessons along the way (lots, we have the
scars to prove it!). Our market opportunity is massive - any inside sales or customer service
team globally with over 35% of our clients currently US based.
This is a chance to join the founding team at just past ground zero, to put a story on your CV
that changes your life and be part of a team that live and breathe SaaS and Sales, where
rewards, opportunities and recognition are limited only by talent and ambition.
If you want to join a VC backed start-up that isn’t just playing at this, that can change your life,
and you have the right attributes (which are more important than experience) to flourish in such
an environment, we’d LOVE to hear from you.
About The Role
Beyond the company bit above, there are three reasons why this is such a great role here at
Refract for an ambitious people-oriented person.
Firstly – you will play a key role in building out our great Customer Success Team. Taking our
customers all the way through the customer lifecycle; from on-boarding, understanding
customer outcomes by communicating with customers and analysing customer health metrics,
to retention. Retention is key to any SaaS business and the amazing customer experience you
deliver will help improve retention rates and contribute towards customer growth, meaning you
will play a huge role in taking the company forward.
Secondly, at Refract we are committed to delivering a world class product that helps our clients
improve sales performance and revenues. Our product is awesome but quality software doesn’t
stand still. Your partnerships with customers will enable you to represent the voice of the
customer to provide input into core product features, as well as contributing towards the
development of customer-centric marketing and sales process.
Finally, you will benefit from working with a talented team in a job title ranked as one of the
fastest growing careers by LinkedIn’s - today, there are 10x more Customer Success Specialists
in the UK than there were in 2015.
As part of our CSM team, you will:
● be confident building customer relationships through calls, face-to-face video
conferencing, emails and customer meetings.
● work with the Sales and Product teams to facilitate a seamless customer on-boarding
experience to take customers through the shortest Time to Value (TTV) so that they see
a ROI as soon as possible.
● have a proactive mindset to relentlessly monitor adoption rates, usage metrics and
customer health scores; providing insight to Customers.
● identify potential issues and work with the wider business to take timely and effective
action to resolve them.
● be comfortable having commercial and customer renewal conversations.
● identify account growth opportunities to increase lifetime value (LTV).
● anticipate customers’ potential challenges to ensure we are providing the best platform
and customers are getting the most value from it!
First and foremost, you will be a people-oriented person that is passionate about customers,
with a desire to always put their best interests first.
You will champion a customer-centric mentality throughout the entire business and enjoy
working in a good-humoured and vibrant team that strives to drive adoption and demonstrate
We are looking for a self starter who will be comfortable (and thrive) in a fast growing business
that creates personal opportunities for an ambitious, forward thinking person.
We feel we can be picky – and whilst we know great people are seriously hard to find, if we
choose you it’s because we believe in your ability to play a great role in our future – not just ‘do
a decent job’.
Hopefully you feel you have the ingredients and drive to be hugely successful, your goals are
probably bigger than your peers, and with the right coaching, support and development can
achieve whatever you set your mind to.
What more is there to say? The package includes:
● Remuneration (negotiable depending on skill and ability)
● Performance based bonus scheme
● 5% matched pension contribution
● 25 days’ annual leave plus public holidays
● Occasional travel may be required.
To apply please contact firstname.lastname@example.org (no agencies please)