We're looking for a customer success manager who genuinely loves helping people succeed. You'll be the trusted advisor for 50-80 SaaS companies, helping them get the most value from Mowt and their Stripe data.
This isn't a sales role. It's about building relationships, solving problems, and turning customers into champions. You'll work directly with founders and finance teams, using tools like Intercom and HubSpot to stay connected and organized. We hustle hard during the week and celebrate wins together—whether that's hitting retention targets or Friday team dinners.
What You'll Do
Onboard new customers and guide them through Stripe integration setup
Manage relationships with 50-80 accounts using Intercom and HubSpot
Conduct quarterly business reviews and help customers extract insights from their data
Identify at‑risk customers early and turn things around with proactive support
Collaborate with product to surface feature requests and customer feedback
Create help docs, video guides, and resources that scale support efforts
Drive renewals and expansions (you set them up for success, sales closes)
What We're Looking For
3+ years of customer success or account management experience
Experience with B2B SaaS, preferably analytics or fintech
Strong understanding of SaaS metrics (MRR, churn, LTV, CAC)
Exceptional communication skills (written and verbal)
Data-driven mindset with ability to analyze customer health metrics
Self-starter who thrives in a fast-paced environment
Empathy and patience when dealing with customer issues
Bonus Points
Hands-on experience with Stripe—you've seen subscriptions, invoices, webhooks before
Power user of Intercom and HubSpot (workflows, sequences, reporting)
Background in finance, accounting, or business analytics
Worked at an early-stage startup (wore the CS, support, and onboarding hats)
Created customer education content (videos, webinars, help docs)
A Day in the Life
9:00 AM Review overnight support tickets and customer health scores
10:00 AM Onboarding call with new customer (walk through Stripe integration)
11:00 AM Quarterly business review with growth-stage customer
12:00 PM Lunch + catch up on Slack and customer emails
1:00 PM Product sync to discuss feature requests from customers
2:00 PM Reach out to at‑risk accounts, troubleshoot integration issues
3:00 PM Update help docs based on recent support questions
4:00 PM Check-in calls with three existing customers
5:00 PM Log notes in CRM, plan tomorrow's priorities
Success Metrics
You'll be measured on outcomes, not activity. Here's what success looks like:
Net Revenue Retention: Keep NRR above 110%
Customer Health: Maintain 95%+ of accounts in "healthy" status
Time to Value: Get customers to first insight within 48 hours
Salary: £70,000 - £90,000 based on experience
Health: Private medical insurance (Vitality or Bupa)
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