Senior Account Manager

About NearSt

NearSt’s mission is to get people back into high-street shops. Our technology connects retailers' in-store inventory data to the web’s biggest platforms, like Google, Meta, and Uber, helping get millions of online shoppers into physical stores. If you’ve ever seen a product in Google that says “available 0.3 miles away” on it, there’s a good chance we’re providing the data.

The world of retail is changing dramatically, and shoppers are going online to find products offline, in their physical stores more than ever. We’ve nearly tripled our revenue in the past year, and now have eyes on expanding internationally, backed by some of the best people and investors in the world of retail.

Our fast-growing tight-knit team of 18 share a common vision that what we’re building will define the future of how everyone shops, and we’re looking for people who can help build that vision together with us. 



About the role

We're looking for a driven commercially savvy leader who's moved up the ranks in customer success and is ready for a leadership role. You’ll be responsible for growing our key accounts while managing and developing our customer success team in a player-coach role—balancing hands-on account management with team mentorship to ensure customer satisfaction and growth.

We’re looking for someone with a clear vision, strong opinions, and a knack for customer success, who has the potential to take full ownership of this part of the business. You’ll bring a wealth of experience in growing customer accounts and guiding a team that keeps the customer at the heart. 



What you'll be doing

• Team Leadership & Development - Ensure that the team can do their best work and are happy and motivated by fostering an excellent team environment. You’ll be coaching the team to reach their highest potential.

• Account Management: Take responsibility for our customer expansion targets. To do this you’ll work closely with our customer success managers and sales to ensure our accounts grow over time.

• Customer Advocacy: Serve as the voice of our retailers within the company, ensuring their feedback and needs are fed back to the entire team.

• Cross-functional Collaboration: Work closely with Sales, Product, and Marketing teams to ensure seamless customer experiences and to identify and capitalize on new opportunities.

• Streamline Team Processes: Develop and refine tools, resources, and workflows to help the Customer Success team run smoothly and effectively, making sure we’re always improving how we work and delivering the best results.

About you

You must have a passion for customer success, want to manage a team and have the skills to drive growth. What you’ll bring to the role:

• 4+ years Experience - You have a strong, generalist background in customer success with hands-on knowledge across support, customer success management and account management. Ideally you:
• Have experience in a client-facing, commercial role, and preferably were responsible for growing revenue from a portfolio of mid-market and Enterprise clients in a B2B SaaS company.
• Have managed a team, with a proven track record of setting direction, developing and leading projects. Helping the team grow as a group and individually achieve their goals.
• Have a background in customer success, able to support areas like onboarding and user product adoption to drive account health and overcome challenges in this process. With experience in common CRM and Customer Success tools (e.g. Hubspot, Intercom).

• Commercial Acumen: You have a proven track record of securing five to six-figure expansions and upsells, and are comfortable having commercial conversations with clients.

• Start-Up Mentality: You’ve got a growth mindset and you’re comfortable with ambiguity. You take initiative and choose action over waiting for someone else to sort something out.

• Customer Obsessed: You understand and appreciate why having a deep understanding of customer needs is integral to the role of customer success. You have a strong understanding of SaaS business models and customer lifecycle management.

• Relationship Builder: You’ve got a natural affinity with people. You love to build lasting relationships with colleagues and clients, based on providing value. You are empathetic. You understand people and enjoy bringing out the best in them to achieve collective goals.

Benefits

NearSt is a collaborative place, which means we work together and no one gets left behind. We value positive, open communication and see learning as an essential pillar of our collective growth as a company.

At our Shoreditch HQ you’ll find music, food, plants, the occasional dog, and spaces for focused and collaborative working. On Friday you’ll usually find us celebrating the week with a drink (or two!) as part of our weekly roundup too.

We are all united in our enthusiasm for what the future of retail holds (hear our CEO talk about this during our keynote at The Next Web), and believe we have an incredible opportunity to make a massive positive impact on the world.

• Tech and Software 💻 Whether you’re working at home or HQ, you’ll benefit from the latest MacBooks and freedom to suggest the software that will help you do your best work, rather than updating spreadsheets and waiting for apps to load.
• Stock Options 💰 Everyone should share a stake in our success, so if you’re a full time employee you’ll receive stock options when you join.
• Wellness Budget 🧘 Stay at your best with a monthly wellness budget to spend as you please on things to keep you happy, healthy and well. Whether that’s on meditation apps, healthy food subscriptions, or gym memberships. If it keeps you well, it’s covered.
• Mental Health Support 🌸 Taking care of your mental health is just as important as your physical health, so we provide professional and confidential support from the wonderful therapists at Spill, directly in Slack.
• Personal Growth ✨ Develop personally and professionally with an annual budget of £1000 for you to upskill in ways that suit your own learning style - whether through books, training courses, or attending events.
• Mindset 💭 We cultivate an entrepreneurial can-do mindset; brilliant ideas can and must come from everywhere in the business and we have working groups and regular meetings to ensure these ideas find their way to fruition.
• Purpose 🌟 Work among a team who genuinely want to make a massive positive difference in the world.
• Semi-Remote Team 🌍 We work as a semi-remote company, each team sets their own schedule based on their own needs, and all new joiners get a budget to make sure their home is set up as a great space to work. Our Customer Success team works together at our Old Street office three days a week as a minimum, with the other two days flexible for you to decide where is best for the work you've got to do.

Startup life is a lot of work, but can and should be a ton of fun, so we’ve focussed hard on putting a great framework in place that lets people do their best work. 

Application process

Our hiring process allows you to showcase your skills while we get to know each other. It's a simple 3 stage process after we review your application:

1. 1st stage interview discussing the role, your experience and motivations
2. Scenarios Interview + Meet the Team
3. Culture & values interview