Communications & Customer Support

Customer Success Executive (Remote)

Remote   |   Full Time

Customer Success Executive

About Us

We're on a mission to help millions of people take meaningful climate action. Through our online platform, we help people to form healthy, environmentally friendly habits, both at home and at work.

We strongly believe in the potential of our unique model to create a wide-scale, meaningful impact on one of the most critical issues of our time, and we're hungry to deliver on that.

Our organic, customer-fuelled growth means we're now looking to add to our remote team of passionate sustainability experts with a newly created Customer Success Executive role.

About You

You've got a few years of SaaS account management experience under your belt (extra points if it's within the impact sector), and you're passionate about all things customer success. In addition, you're a tech enthusiast, a keen communicator and have a good grasp of sustainability, ideally with a focus on stakeholder engagement.

You might have come from a start-up or an established organisation - however, you will need to have direct experience dealing with enterprise-level clients and navigating complex procurement processes. Your attention to detail is top-notch, and if you've got contract or legal know-how in your skillset, that would be hugely beneficial.

You're independent and an asynchronous communications expert; you love working autonomously. You’re comfy with the typical tech stack of a remote-first company (Slack, Trello, Google Drive, Notion and Zoom etc.). At the same time, you’re a supportive colleague who wants to be part of a fast-growing, caring organisation.

Our lifeblood is sustainability; it needs to be your bag too. You must be interested in and excited by the challenges and opportunities of sustainable living and sustainable business.

About the Role

Reporting into Do Nation's Customer Success Manager and working alongside our CEO, the ultimate aim of our CSE is to help ensure that as demand for our services grows, we continue to provide a smooth, consistent, and high-impact service to our customers.

As our Customer Success Executive, you'll be working to navigate the due diligence and contracting processes of our enterprise customers, support them in gathering programme requirements, help to set up Whitelabel platforms and ensure that all customers are able to maximise engagement and impact, driving change for good.

Some of the things you’ll be doing:

  1. Delivering a smooth onboarding process for our clients - helping them understand the journey to launching a successful and high impact engagement programme.

  2. Working with our CISO and legal counsel to navigate the legal and information security processes of enterprise customers.

  3. Supporting the Customer Success Manager to nurture strong relationships with customers throughout their customer lifecycle, helping to spot strategic opportunities for increasing engagement and impact with their programmes.

  4. Discussing and confirming feature requirements with the customer, gathering the necessary content for Whitelabel builds.

  5. Project managing Whitelabel site development with our product and content teams to ensure that sites are developed to schedule, and customers are kept informed on timelines.

  6. Helping to train champions, to make sure they fully understand how to use our platform and are fully brought into their programme goals.

  7. Helping the team to innovate and refine our processes and delivery of customer support as we scale.

  8. Feeding back to the team on product development ideas.

What’s on offer

Salary: up to £32,000
Holiday: 23 days + flexible bank holiday allowance + additional slow travel policy
Benefits: Home office allowance, professional coaching, L&D budget, co-working allowance, flexible working, 2 volunteering days per year

Why work for Us?

We're a small purpose-driven organisation aiming to have a big impact on the world while also having lots of fun.

As a certified B Corp, we're committed to balancing that purpose with profits; we're recognised as one of the best in the world for our approach to Corporate Governance.

Corporate Governance, eh?

Basically, it means our mission is incorporated into the DNA of our company structure; we act ethically, with accountability and transparency - embodying what it means to use business as a force for good. We're pretty proud of this.

But...don't just take our word for it; some of the folks on our team feel pretty great about Do Nation life too:

"Do Nation are a small but mighty team. The Founders, Hermione and Martin, are incredibly passionate about what we do, creating a strong and inclusive team and involving team members in every aspect of the business.

They're committed to not only the growth of the company but of you as an employee, and I'm absolutely thrilled to be part of the team!"

"Do Nation are committed to the happiness, health and wellbeing of their individual employees, as well as the wonderful team dynamic. They're very invested in personal & professional development of their employees too. It's a relaxed, flexible, and fun vibe, yet each day is exciting and fast-paced. There are many inspiring projects and customers that we work with. Lots of room for learning, and growing too. A forward-thinking, impactful, and creative workplace that I feel privileged to be part of."

A note on diversity

At Do Nation, we value diversity - of opinion, ethnicity, gender, religion, disability and background, amongst others. Given we’re all about engaging the population at large, it’s essential that our team understands and reflects the diversity of the population as far as is possible given our tiny size. We encourage applications from all corners of society and are committed to building a culture of inclusion throughout the business.

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