Customer Success Manager

🙌 About Us

At Koodoo, we're reshaping the future of mortgages. Our market-leading mortgage platform provides a critical bridge, connecting aspiring homeowners to their ideal mortgage. Our products are designed to simplify and accelerate the mortgage process, catering to a wide range of consumers, from people looking to buy their first home to seasoned remortgagers.

To achieve this, we partner with leading UK lenders to bring greater transparency and simplicity to the mortgage market. We also work with renowned price comparison brands and leading FinTechs to power their mortgage verticals, making us an integral part of providing consumers with market-leading mortgage experiences.

Innovation has always been at the core of what we do at Koodoo. Our work in AI-driven mortgage solutions has set new industry benchmarks, exemplified by our groundbreaking achievement of being the first company to successfully pass the CeMAP exam using AI. Our commitment to innovation continues as we spearhead the development of cutting-edge AI tools in collaboration with major lenders, constantly pushing the boundaries to revolutionise the mortgage sector.

Please note this role requires you to be in the office 4  days a week.

💎 Our Core Values

Knowing who we are and understanding our mission, our core values at Koodoo define our approach to excellence:

• We are empowered: If it's to be, it's up to me.
• We deliver: We are committed to what we do, determined to succeed, and we obsessively prioritise to achieve our goals.
• We empathise: We listen, we support, we care - for each other, our partners, and customers.
• We are focused: We are committed to what we do, determined to succeed, and we obsessively prioritise to achieve our goals.
• We are passionate: We are proud of our work, our product, and our team, and relentless in solving the problems in our industry.
  
  

📃 Responsibilities

We’re inviting a Customer Success Manager to join our team and ensure our clients achieve their desired outcomes using Koodoo’s digital mortgage platform. This role requires a blend of strong relationship management, technical understanding, and business acumen to drive customer satisfaction and product adoption. Your responsibilities will include:

• Customer Relationship Management: Cultivate strong and enduring relationships with assigned customers, serving as their primary point of contact and trusted advisor. Proactively identify customer needs and challenges, and work collaboratively to develop solutions that maximise their value from the Koodoo platform.
• Onboarding and Training: Lead the onboarding process for new customers, ensuring a smooth and successful transition to using our platform. Deliver comprehensive training sessions and provide ongoing guidance to empower customers to leverage Koodoo's features to their full potential.
• Customer Success Strategy: Develop and implement comprehensive customer success plans to foster long-term relationships and maximise customer lifetime value (CLTV). Proactively identify and address potential issues, and work collaboratively to resolve customer challenges and ensure ongoing success.
• Product Expertise: Maintain a deep understanding of the Koodoo platform and its functionalities. Stay up-to-date on the latest features and product updates to effectively educate customers and identify opportunities for them to unlock additional value from the platform.
• Customer Advocacy: Serve as the voice of the customer within the organisation. Gather and analyse customer feedback, identifying trends and areas for improvement to ensure Koodoo's products and services continue to meet customer expectations. Advocate for customer needs and champion their success within the company.
• Data-Driven Decision Making: Utilise data analytics to track and analyse customer success metrics, such as Net Promoter Score (NPS) and customer lifetime value (CLTV). Use these insights to inform customer success strategies, identify areas for improvement, and measure the impact of your efforts.
• Cross-Functional Collaboration: Work effectively across departments, including product, sales, and engineering, to ensure a seamless customer experience. Collaborate with colleagues to address customer needs, develop and implement customer success strategies, and foster a culture of customer-centricity.
  
  

🙌 The Person

Our ideal Customer Success Manager is someone who possesses a strategic mindset and thrives in a fast-paced environment where data informs their decisions and creativity fuels their campaigns. Here's what we're looking for:

• Proven Customer Success Expertise: Proven experience in a customer success or similar client-facing role, preferably in the technology or financial services industry.
• Relationship Builder: Strong problem-solving skills and ability to navigate complex customer issues.
• Technical Aptitude: Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships.
• Proactive and Self-Motivated: Technical aptitude and ability to understand and explain complex concepts in simple terms.
• Team Player: Ability to work collaboratively with cross-functional teams.

💪 Requirements

Minimum Requirements

• Bachelor's degree in Business, Economics, or any related field.
• 1-3 years of experience in a customer success, account management or similar client-facing role, preferably in the technology or financial services industry.
• Proven problem-solving skills and ability to navigate complex customer issues.
• Excellent communication and interpersonal skills, both virtual and in-person, with the ability to build and maintain strong relationships.
• Technical aptitude and ability to understand and explain complex concepts in simple terms.
• Proactive and self-motivated, with a passion for helping customers succeed.
• Commercial acumen, able to interpret data and analyse trends using excel and dashboards
• Ability to work collaboratively with cross-functional teams.
  
  

Ideal Requirements

• Experience in the mortgage or financial technology sectors (experience in the Fintech industry is a plus)
• Familiarity with CRM systems and customer success tools.
• Experience creating and managing product launch campaigns.
• Experience with contracting, due diligence and the other aspects of onboarding new customers

🥳 What we can offer to you

• Salary of £30,000 - £40,000 dependent on experience.
• Enrolment into our annual discretionary bonus scheme with a maximum of 20% of base salary.
• Range of benefits to choose from including Private Medical Insurance, Gym Membership, Dental Plan and more.
• Enrollment into a new Advanced GenAI Practitioners qualification upon joining, delivered by an independent learning provider (all Koodoo staff go through this in onboarding).
• Opportunity to collaborate closely with our colleagues in India in our Mumbai.
• Flexible Working
• MacBook Pro and External Monitor
• Bi-annual Hackathons and Events to Promote Teamwork and Ongoing Learning
• A significant role in a high-growth phase, influencing the company's trajectory.
• Unlimited growth potential, matching your professional development ambitions.
• An inclusive culture surrounded by a passionate, forward-thinking team.

How to Apply

Please submit your CV along and answer the questions below. We will review your application and get back to you as soon as possible.