Customer Success Manager​/Associate

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Plinth is a fast-growing tech startup working with charities, foundations and local government. Small and local charities are highly effective but largely hidden. They have no spare time and no spare money. We're building the tools these organisations need and shining a light on the work they do. Read more on our blog.

We're growing fast. 3-4x this year. We get 7+ new clients a month and we're shipping new features every few days. This means things move quickly and your work directly shapes how we scale. You'll have real responsibility from day one.

It's really impactful work. Our clients are charities and grassroots organisations across the UK, and soon internationally. When you help them succeed with our platform, you're directly amplifying their impact. Every successful onboarding means a charity spends less time fighting with their systems and more time on their actual mission.

You'll work with impressive people. Our team is talented, collaborative and slightly strange(?). We value impact, speed and openness. We work in person in our office in Old Street because we genuinely enjoy each other's company (most of the time). It's a high trust, creative space where if you think something's a good idea, you just go do it.

We're looking for both another Customer Success Manager and a new Customer Success Associate, we think the line between the two are blurry but in general a Customer Success Associate will have 2-3 of experience (this would be your second job) where we expect the Customer Success Manager to have 3-5 years of directly relevant experience.

• Work both fast and slow: You'll navigate slow public sector procurement cycles one minute, then help us ship a new feature over lunch the next. The whiplash is intense but it keeps things interesting.
• Keep it real: You'll be getting the train to community centres and youth clubs where the heating doesn't work and where the paint is peeling off the walls. It's rarely glamourous. You need to be willing to meet clients where they are, literally and figuratively.
• Listen to problems, ignore solutions: Clients will tell you exactly what they think they need. Your job is to understand the actual problem and guide them to what will really work, even when they're convinced they already know the answer. This requires self-confidence, understanding of the platform and genuine listening in equal measure.
• Teach people: Most of our clients don't love shiny gadgets. If you're the kind of person who enjoys teaching your gran to use a smartphone, this is ideal. You need to explain some fairly complex systems clearly without being condescending and still getting user adoption
• Automate and document yourself away: We're small and growing fast. Build systems and processes that make your job increasingly redundant. There's always plenty more to do.
• Understand the difference between "urgent" and URGENT - When you're managing 4-6 concurrent client projects and everyone thinks their issue is critical, you need to distinguish between what must happen for launch versus what can wait. This is harder than it sounds.
• Grow with the role: we need someone who is comfortable with our clients and team doubling every 6 months. Your role will rapidly change to reflect that, but it leaves you with lots of room to grow in responsibility.

We'd expect a few years experience in something like the following:

• Consulting: You're used to parachuting into chaos, extracting actionable tasks, and keeping multiple clients calm simultaneously
• Coaching / Tutoring: You know how to meet people where they are and guide them to better outcomes
• Hospitality management: Service mindset, de-escalation skills, managing expectations when things don't go to plan, letting the customer think they're right when they aren't
• Event/production management
  :
  Used to juggling moving pieces, keeping stakeholders calm, making last-minute pivots when things go wrong
• Community organising/activism: Already comfortable in the spaces you'll be visiting,…