Customer Success Manager, EMEA

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About Vouch

Vouch is the modern communications platform for HR and Talent teams. Some of the biggest companies in the world use Vouch to create authentic content that attracts, engages and retains the next generation of employees. 

Brands like Cisco, Dunelm, Flutter, Marston’s, GoDaddy, Morrisons and Amazon trust Vouch’s generative-AI technology to produce compelling, on-brand videos that showcase their company and culture.

From employer brand to onboarding, learning/training, internal communication, and more, HR and people teams hire and communicate more effectively with Vouch. 

The opportunity

After onboarding some of the biggest brands in EMEA in the last 12 months, we are now looking for a foundational hire to join and scale Vouch in the region. 

Reporting into the Head of EMEA, you will be our first UK-based dedicated Customer Success hire and play a critical role in working with our customer base to drive revenue and overall company success. 

This is an exciting opportunity to join a category leading, fast scaling software company and build a region out alongside experienced leadership from day one. 

In a typical week, you will:

• Onboard New Clients: You’ll work with new customers to understand their business needs, help them set up their accounts, and ensure a smooth onboarding experience. This includes personalised product walkthroughs, training sessions, and guidance on best practices.
• Managing Client Relationships: You’ll act as the primary point of contact for your portfolio of clients, building strong relationships to ensure they are getting the most value from Vouch. You will regularly check in with clients to discuss progress, answer questions, and offer insights on how they can optimise their use of our platform.
• Customer Retention & Growth: You’ll monitor key success metrics and use data-driven insights to proactively identify at-risk accounts. You’ll also identify opportunities for upselling or cross-selling additional features or services based on client needs.
• Problem Solving & Support: You’ll collaborate with the support and product teams to troubleshoot and resolve any issues your clients may encounter, ensuring a seamless experience.
• Client Feedback & Advocacy: You’ll act as the voice of the customer, providing feedback to our product and engineering teams to help improve the platform. Your insights will be essential in shaping future product development.
• Collaboration with Sales: You’ll partner closely with our sales team to assist in closing new deals, provide insight on customer needs, and ensure a smooth transition from sales to success.
• Hosting Webinars & Training Sessions: You’ll occasionally run webinars, Q&A sessions, or workshops for clients to demonstrate product features, share updates, and drive product adoption.

How you’ll succeed

To make an impact in this role, we are looking for some with the following experience and attributes.:

• 1-2 years of experience in customer success, account management, or a related role (B2B SaaS experience preferred). 
• You genuinely care about helping customers succeed. You’re empathetic, proactive, and willing to go the extra mile to ensure client satisfaction.
• You’re an exceptional communicator who can explain complex concepts in a simple and engaging way. You feel confident leading customer calls, presentations, and training sessions.
• You’re resourceful and solutions-oriented. When faced with challenges, you’re able to identify the root cause and work collaboratively to resolve issues quickly.
• Strong communications skills (verbal & written)  and the ability to convey the value of Vouch simply, as well as connect effectively with our global team 
• Familiarity with CRM tools (e.g. HubSpot) and customer success platforms.
• Self motivation and an internal drive to push towards goals 
• A hunger to to learn and a desire to progress your career in software sales

What we offer 

• Competitive salary with performance-based incentives.
• Equity in the business - everyone at Vouch is an owner and aligned with the growth plans for the business
• Career development - opportunities for pathways into an Account Executive role over time with a fast growing startup
• Flexible and dynamic work environment - with the chance to shape the culture of the team in EMEA
• Direct access to senior leadership and founders - with decades of combined experience in software, software sales and GTM expertise

Life at Vouch

We’re building Vouch with a dynamic, dedicated & talented bunch of people who love the energy, pace and opportunities that come with start-up life. We’re an early-stage start-up, so our vision is ambitious and change is in our DNA. We love setting goals, delivering great work & celebrating milestones together 🚀

You’ll find employee wellbeing at the heart of how we work & the benefits we offer, so expect a lot of autonomy & flexibility, as well as the coaching & support you need to truly thrive.   

We work to a flexible /  hybrid model so we generally see people split their time between our coworking spaces (lots of collaborating & eating of snacks) and working from home (lots of walking meetings and kids / dogs on laps during zoom calls). This authenticity & human-centric approach to work are core pillars of our culture and part of what makes Vouch the great place to work that it is.