Customer Success Manager

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Company Description

Xapien's mission is to make data accessible and actionable, empowering organisations to make informed decisions. We believe every entity, regardless of size, should have access to transparent, reliable, and comprehensive insights about their engagements. Xapien automates the human research process, democratising access to critical information that helps organisations mitigate regulatory and reputational risks.

Our flagship AI-powered product uses advanced knowledge extraction technology. By leveraging natural language processing (NLP) and machine learning, Xapien reads, digests, and interconnects data at a speed and scale unattainable by human research alone. This results in a structured understanding of entities, including people, companies, events, and related topics, saving hours of manual research. Xapien simplifies complex data, helping customers navigate vast information efficiently.

Xapien's customer base spans industries that prioritise trust and compliance. From leading legal firms to universities and non-profits, organisations rely on our technology to make informed decisions about their partnerships and stakeholders.

Founded in 2018 by experts in national intelligence and anti-money laundering, Xapien aims to revolutionize business due diligence with its AI-driven technology. Since securing Series A funding, our team has grown to 50, and we've achieved notable recognitions, including ranking 33rd globally in Chartis Research's FCC50 and winning the Entity Management award.

Job Description

Main Responsibilities

• Own the relationship with assigned customers including onboarding, implementation, training, adoption, retention, and satisfaction
• Take a lead in articulating the value of Xapien to identify upsell and cross sell opportunities, consulting with the customer on the best applications of Xapien in their business
• Communicate effectively with both internal and external senior managers to better understandcustomer needs and pain points, maximise retention and growth, and share learnings
• Improve customer-success metrics and data, both for internal purposes and demonstrating value proposition to customers and prospects
• Increase product adoption to reduce churn and exceed pre agreed targets including NRR, adoption, and satisfaction
• Adhoc project work with other teams in Xapien, including marketing, product management, and sales
• Act as thevoice of the customer, communicating their both their challenges and delight with the product across the business

Salary

£45,000-£60,000 per year dependant based on experience level and interview performance

Qualifications

What we need from you

• 5+ years of experience working with B2B customers
• Strong skills in verbal and written communications, building meaningful rapport, strategic planning, and project management
• Experience of working in a fast-paced working environment
• Experience of consulting for a wide range of industries and swiftly understanding their different needs, especially financial services firms and large corporates
• Experience in identifying upselling and cross selling opportunities
• Experience working with customers in several different countries and time-zones
• Experience of working in a tech environment and the ability to deeply understand a product / service.
• Experience in the due-diligence and investigations industry (either from an Account Manager or Customer Success role)

Additional Information

Our benefits

• Equity in the business in the form of shares - You will own a meaningful part of the business through our employee shares & equity programme
• Unlimited Paid Time Off for you to take time to recharge.
• A professional development fund of £1,000 per year - we invest in our people and always encourage growth!
• Private health and Life insurance
• High-spec MacBook + £200 for work setup
• Regular team lunches and social events, including go-karting, rounders in the park, mini golf, a historical walking tour of London, karaoke, bouldering, Dungeons & Dragons, poker, a VR games night, and a baking competition
• X day - one whole company day off every February so we can all switch off Slack and reset
• Flexible working + flexible hours (2 days per week in our WeWork in Moorgate)

Please note, we are unable to accept applications from anyone who is not a UK citizen, we cannot provide visa sponsorship

Our values

• Take ownership - We keep our organisation simple, valuing people over policies. We encourage ownership and decision-making.
• Better together - We care about each other and go out of our way to help colleagues succeed. We value relationships and take a genuine interest.
• Transparent - Our business is creating transparency in business relationships; so internally we are 'default share', even when it feels uncomfortable.
• Glass-half-full - This is about being real but still choosing to be optimistic. We celebrate wins and encourage each other to build forward.
• Be pioneers - We are leaders not followers - bold, ambitious and can-do. We don't start with what's possible, we start with what we want to achieve, then ask 'what has to be true'?
• Move fast - This is our moment to make our mark on the world. So we work to ambitious deadlines, launch fast and iterate, always streamline, and remain decisive amid huge uncertainty.
• Value learning - We are all learning, always. We take time to explain, even if it's quicker to do it ourselves.
• Always decent - We are polite, thankful and straightforward. Everyone is down-to-earth, informal and approachable.
• A players - Working here should be stretching and exhilarating. We only hire, and keep, the best, enquiring people that will keep us on our toes.