Customer Success Manager

Location: United Kingdom (remote) About Atmosphere: Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands such as RedBull, FIFA+ & Guinness World Records. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. Atmosphere was incubated under Chive Media Group and spun out in 2019. About the role: As the Customer Success Manager for the UK, you will be the “voice and face” of Atmosphere for our customer base. You’ll handle incoming customer requests, think critically to solve problems, and onboard new customers while driving satisfaction and reducing churn. This role requires a self-starter who is highly organised and passionate about delivering outstanding customer service. You’ll need to adapt quickly, collaborate cross-functionally with teams in Sales, Product, Support, and Marketing, and be eager to help shape processes in a fast-paced startup environment. Reporting directly to the Head of the UK, you’ll play an integral part in ensuring customer success and loyalty. The role is London-based and may require the candidate to commute regularly, for in-person interactions with our high value London based customers. Key Responsibilities Customer Adoption

• Assist customers in activating Atmosphere products and services
• Provide training and encourage the use of Digital Signage. Occasionally creating mock-ups for customers
• Troubleshoot customer issues and deliver timely resolutions

Customer Enablement

• Develop expertise in Atmosphere’s features, hardware, and Digital Signage
• Offer tailored recommendations based on detailed CRM customer profiles
• Collect and analyse customer feedback to identify pain points and inefficiencies

Customer Intelligence

• Ensure ticketing procedures are properly followed, documenting and escalating issues where necessary
• Collaborate with internal teams to address and resolve customer needs
• Record and relay product feature requests to the Product team

Customer Advocacy

• Own the entire customer experience, building relationships to drive satisfaction and loyalty
• Promote positive customer experiences by capturing references, case studies, and testimonials

Day-to-Day Responsibilities

• Maintain an organised ticketing pipeline and CRM activity records
• Expedite and follow up on issues to ensure timely resolution
• Demonstrate technical troubleshooting skills, creating test scenarios and investigating customer issues
• Identify and categorise cancellation trends, propose solutions, and improve retention

Requirements

• 2+ years of post-sales customer success experience within a SaaS/high-tech environment
• Strong communication and interpersonal skills, with a passion for delivering exceptional customer service
• Strong analytical and problem-solving skills. A keen aptitude for technology and a desire to learn new software
• Positive energy, enthusiasm, and a proactive approach. Demonstrating sound judgement and accountability
• Proactive and results driven, with the ability to work independently and take ownership of processes
• Experience with CRM systems (Salesforce, Hubspot, etc…)

Compensation and Benefits:

• Company Equity
• Private healthcare plan
• Company pension scheme with employer contributions
• Generous holiday allowance, including bank holidays

This role includes a 6-month probationary period. Candidates must have the legal right to work in the UK. Atmosphere is committed to ensuring a safe and inclusive workplace; we will make reasonable adjustments to support applicants and employees with disabilities as required. Powered by JazzHR 3vYjBSSCEf