Customer success manager

Remote (UK)

About us

Fair HQ is the first tech platform to help startups, scale-ups and VCs embed diversity & inclusion across their businesses and remove bias from their process & behaviours. Some of our customers have called Fair HQ their "Head of D&I", which we find both rewarding & fitting. We're an early stage startup backed by prominent London VCs amazing tech founders.

We exist because the world we’re living in today is not (yet) fair — someone's background & identity still influence how they're able to navigate the world of work. We're here to change that.  Join us on our mission to create a truly meritocratic society. We're Fair (it's in the name!) — we don't judge you on your background, but on your passion, skills and experience.

About the role

As our first Fair HQ customer success manager, you will be focusing on the end-to-end customer journey - from first product demo, helping customers launch Fair HQ internally, to checking in regularly to see how they're doing and learning what they need next. You will be part advisor, product specialist, coach, customer advocate and project manager - all at scale with hundreds of customers over time.

You'll be at the core of our team, working closely with the CEO, behavioural science and dev team. We are a fully remote team that periodically meet in person in cool cities in UK & Europe - your day will be a mix of Zoom/Around calls with team and customers, focused thinking time, and shared collaboration using online tools.

What you'll do at Fair HQ

  • Know Fair HQ product roadmap inside out so you can support customers and inform them about any product updates or bugs
  • Take over and continuously improve the customer success journey - from a product demo, to automated campaigns to embedding effective change into our customers' businesses
  • Create supporting materials such as templates, checklist, loom videos, blog posts and other training materials to help customers succeed — with help from behavioural science (Bibi), design (Majo) & content (Ruby)
  • Identify and capture common customer challenges and suggest better solutions to the product team to test
  • We're a startup and everyone wears multiple hats, so expect to own some other exciting responsibilities outside of the CS role
  • As we grow, you can be the one growing an amazing customer success team around you

What will help you do the job well

  • You are passionate about making the world more diverse and inclusive and believe improving the world of work is a great place to start
  • You experience working closely with customers in a fast pace startup
  • You've used Intercom or a similar tool to set up personal, yet automated campaigns to help users succeed, including measuring the impact of these campaigns
  • You're energised by meeting new people, learning about them and helping them where they want to get to
  • You enjoy mastering new tech tools without loads of hand-holding

IMPORTANT: please apply even if you don't have experience of all of the above. We're happy for you to learn on the job.

Diversity at Fair HQ

We're committed to hiring diversely at Fair HQ. We're very lucky to have people from a huge variety of backgrounds on our team. Diversity brings a wealth of perspectives, experience and creativity to our work. We encourage members of underrepresented groups to apply to this role.

**We've taken care to craft a hiring process where candidates are judged on their unique talent and aptitude, not their identity. That's why we:

  • Don't ask for your CV
  • Use work samples to assess your skills
  • Go for skills-based interviews rather than assessing 'culture fit'

What do we offer?

  • 💸 Salary is £30,000-45,000/year for UK based employees. Exact salary will be decided according to your experience, it is negotiable.
  • 🚀 Employee stock options - get a piece of the company success you help to create (after probation)
  • 🐙 Flexible & remote working
  • 💻 MacBook
  • 🎧 Remote home working set up (using HOFY) or access to part time hotdesking in your location (after probation, but can be agreed earlier if needed)
  • 🏝 30 days of holidays incl. UK bank holidays + plenty of paid leave options (see our full Holidays & paid time off policy )
  • 🤓 Personal development plan: access to tools, books, people
  • 🍝 Fascinating lunch & learns with experts
  • 🌆 Team retreats in cool locations such as Lisbon, Amsterdam & Prague
  • 🩺 Private health insurance or online GP to up to £35/month - (after probation)
  • 💪 Other tailored benefits to your needs
  • 🎁 Some surprise presents throughout the year

Sounds like the perfect fit?

We're committed to being fair and transparent, which is why we're asking you to complete a quick survey. We'd love to get to know you by learning about your experience and skills. In fact, we don't need a cover letter or your CV!
If you have any questions about this role, please contact us at hello@fairhq.co