About NearSt

NearSt’s mission is to get people back into high street shops. Our retail tech platform makes shops’ in-store inventory data visible to the internet, so that anyone anywhere can see what’s in stock in their local shop. 

Companies like Google and Facebook use our technology to show live in-store inventory on their platforms to millions of shoppers searching nearby, sending online shoppers into physical stores.

The world of retail is changing dramatically, and shoppers are going online to find products offline, locally more than ever. Our fast-growing tight-knit team of 25 share a common vision that what we’re building will define the future of how everyone shops - a vision that’s secured backing from some of the best names in retail as we lead this wave of transformation.

About the role

This is a unique opportunity to lead an awesome Customer Success team for one of Europe's hottest startups*. Today our talented team of four Customer Success Executives and Managers deliver great onboarding and support experiences for our shops. As we shift into our next growth gear, we’re looking for a leader who can build out these incredible experiences to drive both customer happiness and revenue growth.

A few of our goals for this year are to: 

• Make it even easier for shops of all sizes to see value from and add value to the product
• Further grow our retailer network while ensuring they love our product and want to stay with us
• Launch to retailers in the US (and ensure we have the team in place to succeed in this)

To achieve these goals we need a strategic, driven Head of Customer Success to help scale both our customer experiences and the team delivering them. As a part of NearSt’s leadership team you’ll be playing a central role in helping us achieve our mission of getting people around the world back into local shops. 

*We are thrilled to have won Europa's Hottest Retail Tech Startup in 2019 and to have been a finalist again in 2021!

What you’ll be doing

• Lead and build a customer-centric, motivated and high performing team of Customer Success managers and executives
• Establish goals and track performance for front-line teams of Customer Success executives to achieve key business goals
• Own strategic initiatives, team hiring plans, budgets and forecasts
• Develop and iterate on processes for retailer onboarding, support and renewals
• Reduce churn and drive revenue growth by increasing retailer advocacy and identifying upselling opportunities
• Empower the team to surface customer feedback to ensure continuous improvement of our retailer experience
• Set a high bar for customer success by pushing for quality, being an advocate for the needs of the retailers, and driving towards a world-class customer experience
• Frequently engage with stakeholders and customers to keep up with their needs
• Work closely with engineering, sales and commercial teams to ensure we’re delivering and iterating on essential product features 
• Develop, coach and mentor Customer Success managers and facilitate growth opportunities for leaders and individuals

What you’ll bring

• You have 4 to 5+ years experience scaling and leading teams of customer success managers and executives in a SaaS business with exposure to upselling and renewal-based processes
• You have experience developing strategies, translating these into team objectives, implementing them and tracking team performance
• You are an expert in Customer Success best practices and metrics and have experience implementing and achieving revenue and churn targets
• You are empathetic. You understand people and enjoy bringing out the best in them to achieve collective goals
• You are an excellent communicator, have strong interpersonal skills and are able to motivate and inspire teams and engage with a variety of stakeholders, internally and externally
• You are an analytical thinker with keen problem-solving skills, process development and delegation skills
• You have a deep understanding of customer needs when interacting with SaaS products and have a proven record of enhancing customer experience
• You have a passion for product and proactively want to learn about the ins and outs of what we offer

Why we think you’ll love it here

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 focussed 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.

• Semi-Remote Team 🌍 We work as a semi-remote team, where our Hoxton Square office is a hub for collaboration and team-oriented work and home is a place for deep focussed work. 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.
• 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 meeting 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

We're a fast-growing tight-knit team of 25 people who all share a common vision that what we’re building will define the future of how everyone shops. Startup life is always a lot of work and a ton of fun, so we’ve focussed hard on putting a great framework in place that lets people do their best work. 

Apply now

We think a great workplace is filled with all the diversity the world has to offer. This means we make no judgement about the things that make you, you - whether that be gender, religion, sexuality, race or disability. If you’re excited by our mission, we’re excited to meet you! 

As part of our commitment to removing bias from hiring, we use a tool called Applied for applications. Instead of submitting a CV we ask you to respond to a few short questions, which are then anonymously reviewed by several members of our team. We do this because we believe in making recruitment as fair and de-biased as possible.

There are four stages of interview for this role. 

1. 4 questions submitted and blind-reviewed via Applied
2. 30-minute phone interview
3. Skills and competencies interview (2 hours - Zoom or in-person)
4. Final culture interview with the co-founders (45 mins - Zoom or in-person)

We look forward to hearing from you!