Customer Success Manager (SAAS Solution)

Moving your career forward

Our CEO, Angus spotted that many vans on the roads are half full or empty at any given time and so AnyVan was born in 2009 to create the world's most efficient technology logistics platform and help halve the number of miles driven.

We've achieved incredible milestones since then, including securing the largest funding round for a UK tech logistics company from Vitruvian Partners. Today, AnyVan is the largest and fastest-growing company in the logistics space, with big ambitions for the future.

We're committed to moving that's miles better and have helped over 8 million customers across the UK, Ireland and Europe (France, Germany, Italy, Spain) and over 150,000 customers have rated us excellent on Trustpilot.

By using innovative technology, we're transforming the moving experience, cutting costs and doing our part for the planet to make sure moving doesn't cost the earth. We've saved enough miles to travel 1,185 times around the world, reduce 8520 tonnes of carbon annually and are proud to be the only carbon neutral removals and delivery company in the UK!!!

We're looking for passionate individuals to join our talented team of approx. 300 AnyVanners in our London and Cape Town offices. If you're as driven as we are and want to be part of a forward-thinking company to make moving 'miles better' and moving your career forward at the same time - we'd love to hear from you!

We have a great opportunity to join our supply team and work closely with our Transport Partners (TP's) to ensure they are satisfied and technically successful with a product.You will work closely with TP's to understand their needs, provide guidance, and help them use the product to achieve their goals and support the product team to accelerate and scale the adoption of priority products and features.

Your role is essential in ensuring that our TPs are satisfied, engaged on our platform, and operate at the level of excellence required by AnyVan. You will use your account management skills, your problem-solving mindset and your analytical abilities to help them succeed and grow.

What You'll Be Doing

• Work to agreed targets focusing platform and feature adoption & engagement metrics
• Leverage digital tools such as Hubspot and product retention platforms such as Chameleon to influence retention and user engagement at scale
• Drive retention and growth among our TPs through regular, meaningful conversations that build and nurture relationships and identify and resolve issues
• Provide meaningful insight to the business and the product team to improve the TP experience
• Generate reports and analyse data to produce insights for impactful decision-making to support TP retention and engagement goals
• Ensure TPs are enabled by creating training content such as mailer campaigns, videos, and platform tours
• Score and evaluate TP training outcomes to ensure they meet AnyVan’s standards and set goals and timeframes for TPs to implement solutions and improvements and then monitor success through TP performance on an ongoing basis
• Build and nurture a network of key stakeholders across AnyVan and collaborate with departments like Allocations, Recruitment & Onboarding, and TP Support, to resolve complex issues and improve the TP experience
• Review and update training materials to reflect business changes
  
  

What You'll Need To Succeed

• Solid experience working with SAAS based products in a fast paced commercial organisation in a b2b Customer success role
• Advanced Excel/Google sheets skills with the ability to produce accurate and effective insights and reporting to help drive decisions
• Comfortable using digital tools such as CRM and training platforms
• Data competency such as use of SQL or BI Tools highly beneficial
• Strong problem solving skills with an analytical approach that uses data to support and inform solutions
• The ability to develop, multiple high quality, trust-based working relationships that demonstrates we understand TP's needs and are able to support and guide them through processes to meet those needs and achieve strong results for AnyVan
• Proactive and action orientated, you demonstrate high degrees of curiosity, accountability and ownership to consistently deliver
• Proven track record working to and consistently delivering against targets
• Thrive in a fast paced environment in which you need to prioritise and re-prioritise to managing multiple relationships and tasks
• Excellent verbal and written communication skills to effectively interact with TPs and internal stakeholders
• Currently living in a commutable distance to our offices in the Central Business district and happy to be based onsite 5 days a week.
  
  

Perks Of The Job

• A highly competitive salary that reflects your value
• Take a Break: 20 days of holiday plus public holidays and Christmas Eve on us
• Keeping you healthy: ZAR1,000 per month towards medical aid with Momentum or Discovery
• Prepare for the future: Pension Fund with 5% employee and 5% employer contributions
• Travel: We've got your evening commute covered with transport home after 7pm, car park space if you drive and showers and towels if you cycle
• Keeping you refreshed: Enjoy an in-house barista and free fruit every day
• Social Scene: Thursday and Friday drinks, and regular social activities
• Celebrating Success: 1/4 performance awards with prizes and an annual performance awards - last years winner enjoyed a 4 day all expenses paid trip to the French alps!
• Skills Booster: Opportunity to join a disruptive Technology Leader and be part of a fast-growing, innovative company reshaping the industry
  
  

Our Company Values Are

• Have fun, get it done (work hard play hard, satisfaction in results, do the right thing)
• Progress over perfection (Innovate and disrupt, Curious and adaptable, Work quick, learn quicker)
• One team thinking big (Collaborate and communicate, Celebrate wins , Embrace challenges)
  
  

DE&I

We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.