Onboarding Manager, Customer Success

Herdify

JOB DESCRIPTION About Herdify Herdify is a first-to-market B2B SaaS platform built on behavioural science, network science and complexity theory. Our technology predicts the collective behaviours of consumers, helping brands understand where real-world influence and word-of-mouth are already driving customer acquisition, retention and growth. Founded in the UK by ex-Microsoft and Cambridge and Bristol post-doc researchers, and advised by Rory Sutherland, Herdify brings together behavioural science, data and marketing technology to help brands find hidden opportunities for growth. We work with brands including Abel & Cole, MusicMagpie and Who Gives A Crap, as well as charities including the RSPCA, Crisis and The Salvation Army. We are now looking for a Customer Success & Growth Manager to own the customer relationship post-sale, helping our customers get more value from Herdify, whilst building the underlying operating model which will be able to support Herdify’s continued growth. The role  This is a hands-on, founding Customer Success and Growth role with a clear path to Head of Customer Success & Growth - including, in time, building a team to support them in delivering customer outcomes at scale. You will own a portfolio of customers - direct and via partners -and your job is to ensure customers are onboarded successfully; use the platform effectively; understand the value Herdify creates; and expand into additional use-cases. We believe that, wherever possible, everything we do for customers should ultimately be delivered through the product. That means this role will be influential in our product roadmap. You’ll work closely with our CPO and Co-founder contributing to what we build, when we build it, and how it helps customers get more value from Herdify. As a founding Customer Success & Growth role, it offers the opportunity to shape how Herdify supports, retains and grows customers as we scale. You'll own the customer relationship from implementation onwards, ensuring customers realise value quickly while identifying opportunities to deepen adoption, expand usage and maximise long-term customer value. Today, our post-sale customer journey comprises: 1. Customer Success: implementation, onboarding, usage, adoption and ongoing value delivery, including managing renewals.  2. Customer growth: helping customers and partners utilise Herdify across additional campaigns, channels, use cases and departments, turning it into a strategic insights platform. The right person will be able to have both conversations. They will be comfortable managing projects and deadlines, but also confident speaking to senior marketing, acquisition, fundraising and agency stakeholders about commercial outcomes, impact, and growth. In the first phase, this role is expected to be approximately 60% customer success (delivery, onboarding and adoption) and 40% growth (relationship management, account development and expansion).  Around 80% of the role will be supporting direct brand and charity customers, with 20% partner and agency collaboration alongside our Partner Manager. What you’ll be responsible for: Own customer delivery * Own the post-sale customer journey from handover through onboarding, adoption, ongoing impact and renewal preparation. * Orchestrate work and deadlines internally and externally between Sales, Data, Product and Customer teams to ensure a consistent customer experience. * Make sure customers understand the insights Herdify brings and how to act on it. * Identify risks early and create action plans to keep customers on track. * Gather customer feedback, testimonials and case study opportunities and liaise with Marketing and Product to action. Drive customer value and expansion * Help customers get more value from the Herdify platform over time. * Identify opportunities to expand into new use cases, campaigns, departments or regions. * Own renewals and expansion opportunities. * Build commercially led relationships with senior stakeholders, demonstrating the value of Herdify to their business. * Help customers understand how Herdify can support acquisition, retention, media planning, fundraising, local activation and wider strategic decisions. * Support agency and partner relationships where customer success depends on partner delivery. Shape the Customer Success function * Build the foundations of a repeatable CS/Growth operating model which can scale with Herdify’s growth; and once timing is right, help hire and manage the first team members * Collaborate with RevOps to create  * onboarding, adoption and customer health workflows * KPIs, reports and dashboards needed to surface and present CS and Growth data to Herdify’s leadership Be the voice of the customer in Product * Work closely with CPO to help identify and prioritise what should be improved, automated or delivered inside the platform, using structured customer/partner feedback * Surface manual tasks that could become product features to drive customer adoption and impact What success looks like: In the first 3 months * You understand Herdify’s product, proposition, customer base and delivery model. * You have taken ownership of the live customer portfolio. * Sales, Product and Data teams have a clearer view of customer health and delivery priorities. * You have started identifying expansion opportunities and customer risks. In the first 6 months * Customers have a clearer and more consistent onboarding and adoption experience. * CS reporting is in place and being shared with the leadership team. * There is a repeatable process for customer health, business reviews, renewals support and expansion identification. * You have helped Marketing to create stronger customer stories, testimonials and case studies * Herdify has a clear view of when and how to make the next CS hire. In the first 12 months * Herdify has a scalable Customer Success & Growth operating model. * Customer adoption, retention and expansion are being managed proactively. * The CS function has clearer KPIs, reporting and ownership. * The successful candidate is ready to step into a Head of Customer Success role as the team scales. YOUR PROFILE What we’re looking for You should be: * Excited by the idea of building a function, not just joining one. * Experienced in B2B SaaS Customer Success, ideally in MarTech, AdTech, marketing analytics, media, data or insight platforms. * Used to working with marketing, acquisition, media, fundraising or agency teams. * Comfortable managing multiple customers, projects and deadlines at once. * Action-oriented and comfortable with ambiguity. * Able to adapt your style to different customer types and seniority levels. * Commercially aware, with experience identifying expansion opportunities and building senior relationships. Nice to have * Experience in a first CS hire, founding CS or early-stage SaaS environment. * Experience working across both Customer Success and Account Management/Growth. * Experience with HubSpot CRM. * Experience building customer health scores, onboarding playbooks, QBR processes or CS reporting. * Experience hiring or managing junior CS team members. * Familiarity with marketing measurement, media planning, customer data, audience targeting or campaign performance. WHY US? Why join Herdify? This is a rare opportunity to join an early-stage SaaS company at the point where Customer Success becomes a core function. You will inherit active customer relationships and real expansion opportunities, but you will also have the space to design how CS works. You will also be joining a business backed by serious behavioural science thinking, with Rory Sutherland as an advisor and a product built around a new understanding of how consumer behaviour spreads in the real world. If you are a strong Senior CSM or CS Lead who wants to move towards Head of Customer Success, this is an incredibly rare chance to earn that progression by building the function, shaping the customer journey and helping define a new category in behavioural science-led marketing technology. WHAT YOU GET Benefits * Stock options * 25 days’ annual leave plus public holidays * Pension scheme * Annual training allowance * Choice of laptop, monitor and high-quality kit * Hybrid working across office, home, client and partner sites * The opportunity to shape a first-to-market category and build the Customer Success function from the ground up

Datacamp

About DataCamp DataCamp's mission is to empower everyone with the data and AI skills essential for 21st-century success. By providing practical, engaging learning experiences, DataCamp equips learners and organizations of all sizes to harness the power of data and AI. As a trusted partner to over 17 million learners and 6,000+ companies, including 80% of the Fortune 1000, DataCamp is leading the charge in addressing the critical data and AI skills shortage. About the Role: You are responsible for increasing data and AI readiness at enterprise organisations through the power of DataCamp.  Your role is to understand data and AI upskilling opportunities and gaps in business lines, People and Learning and Development departments, and data and AI functions and to increase data capabilities of all skill levels across the organisation.  You will need to call on a skill set that 1) drives retention and growth of DataCamp within the organisation and 2) brings an understanding of the data and AI landscape, vendors, concepts, and strategic application.  Success in this role is dependent on your ability to understand the diverse subject matter and features of the DataCamp for Business platform and your ability to coach clients on how to best leverage and tailor these offerings to help them in their data and AI transformation. About you: At DataCamp, we seek individuals who embody our core values of data-driven action, transparency, ownership, and customer focus.  We are seeking individuals that thrive in a fast-paced, high-performing sales organisation and are driven by a passion for democratising adoption of data & AI. Your entrepreneurial and collaborative spirit pushes you beyond just meeting/exceeding retention and expansion targets.  You aim to understand the strategic imperatives at DataCamp’s clients and strive to be a thought partner in transforming their data & AI readiness. You are a collaborative team player who is equally happy to work internally with sales, product, support, marketing as you are happy to roll up your sleeves and strategize with clients.  You subscribe to the belief that people, process, technology, and data are all key ingredients to digitally transforming a business and you are energised by helping our clients up-level their data readiness at scale. If this sounds like you, we encourage you to apply! Responsibilities: * Manage the customer lifecycle from onboarding to renewal for DataCamp’s most strategic, top-tier B2B clients * Build proactive success plans and goals with and for the customer to help them meet and exceed data & AI transformation and upskilling goals * Collaborate closely with counterparts in sales (AEs, Learning Solution Architects, Partnership program, services) to maintain and grow product adoption and relationships  * Strategize on and help launch learning initiatives (eg competitions, custom tracks or content, learning leaderboard sprints, value capture sessions) to promote access and outcomes for thousands of learners * Capture and promote business value created from DataCamp use * Work with product and marketing to ensure the voice of our customer is being heard and considered for our product and content roadmap * Elevate conversations both up and across the client org to evangelise DataCamp and drive meaningful adoption that grows business outcomes for a client * Demonstrate deep understanding of the subject matter and  the value of DataCamp's various products and use this to ensure renewal, upsell, and cross-sell Qualifications: * 3+ years of industry experience in relevant fields and domains (e.g. consulting, customer success, pre sales, account management, support), with a commitment to building a long-term career in the go-to-market space. At least 2-3 years in the consulting or customer success domains is of top focus * MUST be fluent in German * Experience and proficiency in big data and advanced analytics technology, topics, trends, and an appreciation for the current vendor landscape. Motivation to stay on top of trends and technology and ability to speak to these confidently * Demonstrable track record of meeting/exceeding GRR and NRR targets (or equivalent metrics), and balancing priorities and playbooks in a portfolio of customer accounts * Bringing a “Teach to fish” not “give a fish” mentality to enabling our client counterparts and helping them champion datacamp adoption across the organisation * Creating and nurturing champions and value stories to underscore the impact of DataCamp across the enterprise * Experience in Salesforce, identifying and documenting risk/growth opportunities, collaborating with sales, and creating renewal quotes and POs * Willingness to experiment with new Customer Success playbooks, workshops, or motions to get the client true value out of DataCamp and to build long-term stickiness of the product Why Datacamp?  Joining DataCamp means becoming part of a dynamic, creative, and international start-up. Here are just a few of the reasons why you’ll love being on our team: * Exciting challenges: Face new technical challenges daily, keeping your work engaging and rewarding. * Competitive compensation: We offer a competitive salary with attractive benefits. * Flexibility: Benefit from flexible working hours because the future is flexible!  * Continuous learning: Access a yearly learning budget for conferences & training to support your professional growth. * Global retreats: Participate in international company retreats, fostering a global team spirit. * Equipment: Yearly refreshment of your IT Equipment budget for your home working setup. Amazing team: Collaborate with a truly exceptional team—seriously, we’re awesome!

GoCardless

About us GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.  GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions. We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States. At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!  And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply! The role We are seeking a dynamic Customer Success Account Manager to join our Customer team for the DACH & Benelux market. You will manage a portfolio of DACH & Benelux based merchants (mostly Germany), driving their growth and contributing to the expansion of our international business. What excites you  * Portfolio Management: Take full commercial ownership of a portfolio of our DACH customers (150+ customers; $3 million in ARR). * Revenue Growth: Identify, cultivate, and secure opportunities to enhance customer engagement and increase transaction volume across the portfolio. * Risk Mitigation: Mitigate risk including managing renewals and ensuring customer retention. * Customer Reporting and Insights: Provide regular reports and updates on account performance and customer feedback. Identify and expose valuable insights to customers during Success reviews. * Product Expertise: Gain in-depth knowledge of our payment solutions to effectively support customer onboarding, optimize usage scenarios, and demonstrate product value to drive customer success. What excites us   * Proven track record in managing and growing a portfolio of accounts. * Passion for helping customers. * Strong listening and verbal communication skills: quickly understand customer needs or issues and deliver clear responses via video calls, emails, and in-person meetings. * Experience prioritizing time between multiple important and urgent issues. * Enjoy working cross-functionally and partnering with other teams on projects. * Operational mindset with a focus on improving effectiveness and efficiency. * Experience in working with DACH customers. * Native German language (or professional level) and fluent English. Additional languages, specifically Dutch and/or French are a plus. Base salary range: £65,600 - £98,400 + 40% OTE Base salary ranges are based on role, job level, location, and market data.  Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range (£65,600 - £82,000) until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work. (SOME OF) THE GOOD STUFF * Wellbeing - stay healthy with dedicated support and medical cover * Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period * Adaptive Working - allows you to work flexibly, around your lifestyle * Equity - all permanently employed GCs get equity to help you make a valuable contribution * Parental leave - to suit everyone embarking on life's great adventure * Learning Budget - lead your own development with an annual learning budget * Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’) LIFE AT GOCARDLESS   We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.  DIVERSITY & INCLUSION As of April 2025, we had 806 employees (GeeCees) globally, with 524 based in the UK, 163 based in Latvia and 119 across our other offices. To ensure that we're representative of the world around us - and to be able to review relevant benchmarks - we ask GeeCees to voluntarily disclose diversity data. This year, the proportion of GeeCees providing data increased to 88% (up from 79% in 2024). With regards to diversity within GoCardless, we can see GeeCees identifying as: Asian, Black, Mixed or Other — 25%  Neurodiverse — 9%  LGBTQIA+ — 9%  Disabled — 1%  Average age — 33 Female — 45% Male —  55%  We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support. If you want to learn more, you can read about our Employee Resource Groups and objectives here Sustainability We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. Check out our sustainability action plan here. Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.