Customer Success Manager

London, England, United Kingdom | Customer Success | Full-time | Partially remote


Trail is changing the way hospitality is run.

From independent coffee shops to massive pub chains, to some of your favourite spots like Honest Burger, wagamama and Brewdog. We're building tools to simplify the daily jobs that busy teams do each day. And we need your help ✊

We have an awesome team. There's 15 of us, mainly in London with a few scattered remotely. We've been going 7 years but still operate like a startup - always learning, experimenting and pushing each other on.

The team is made up of Sales, Customer Success, Operations, Product and Engineering.


The role:

We’re looking for a Customer Success Manager to join the team. Your main responsibility will be to build strong relationships with your customers, making sure that they are getting maximum value from Trail at every step. Regularly checking in to make sure that they are up to date with all new features and use cases.


Key responsibilities:

• Build Customer Relationships - be the customer’s first point of contact. You are their advocate and champion. You help customers maximise the value of Trail.

• Work with Clients to leverage change management best practices.

• Resolve unforeseen issues related to implementation or user experience.

• Influence the Product - Work closely with the product and technical teams to continuously improve the design and implementation of the app.

• Where required, onboard new customers - you will work alongside our sales team to support our customers as they onboard, ensuring they stick to a project plan and have a solid understanding of the app.


You have:

• 2+ years in customer-facing roles leading technology implementations.

• B2B experience a must.

• Client management experience.

• Experience in hospitality, retail or leisure industry.

• You prioritise customer success and loyalty above all else.

• You take pride in being an advocate on behalf of your customers and seek to provide relevant feedback across the internal teams to educate short comings and help to drive the product forward.

• Excellent written and verbal communication skills.

• London based - but we do offer remote working.


Salary & Perks:

• £30 - £35k salary depending on experience.

• 30 days of paid holiday (excluding bank holidays).

•  Remote, part-time, flexible and human working hours.

• A great Hoxton office, all-hands meeting every 2 weeks.

• Macbook Pro.