Junior Customer Success Manager

About Naq

Naq is an international start-up revolutionising compliance for suppliers to highly regulated sectors across the UK and Europe. Naq is changing the face of compliance with its diverse team and jargon-free approach to the traditional security and compliance sectors. We are looking for an ambitious, hard-working Junior Customer Success Manager to join our team. 

We started Naq to help business owners who didn't know what to do or where to start when achieving compliance in sectors such as healthcare, education, defence, and finance. We have worked closely with these businesses to ensure we would build a solution tailored to their needs, which was easy to use, affordable and dare we say, fun. 

Through the Naq platform, we help our customers ensure they meet the strict compliance requirements demanded by their customers and partners without spending thousands on expensive and exploitative consultants and lawyers. 

Join us as we revolutionise the European and British compliance market and empower thousands of businesses to solve some of the world’s biggest problems. 

About the Role

Naq's exponential growth now requires us to have a Junior Customer Success Manager who can help us maintain our excellent customer. 

Reporting to the Head of Customer Success, you will represent Naq and assist our customers in meeting and managing their complex compliance requirements with ease.

You will help to deliver our first line support communication to resolve inbound customer queries whilst crucially managing a portfolio of customers where you will be responsible for the commercial performance of your book of business. As a priority this is focussed on retention, whilst recognising and promoting upsell opportunities.

Additionally, as somebody who will have intimate knowledge of our customers' pains, your input will be invaluable to the development of the Naq product. 

As a dynamic start-up, employees rarely have one defined role. We all help each other and work together to ensure Naq scales nationally and internationally. However, your primary responsibilities will be:

• Acting as the main point of contact for our customers to ensure they can achieve compliance as easily as possible
• Identify potential issues or churn risks, and proactively developing strategies to mitigate them
• Build strong customer relationships, facilitate product adoption and ensure customer retention and satisfaction
• Develop a trusted relationship with your customers to identify and support upsell opportunities to enhance their compliance journey
• Manage our first line Customer Support queries and escalations in Intercom
• Support with guiding new customers through the initial setup, configuration, and implementation of the Naq platform
• Become an expert on the Naq product and how the platform can automate compliance for key requirements such as GDPR, ISO 27001, Cyber Essentials, ISO 9001, NHS DSPT, NHS DTAC, ISO 13485 and more.
• Contribute to Naq’s open culture to drive improvements in the Naq product
• Work with all members of the Naq team to provide the best customer experience possible.

What you can expect from us

Whilst our primary mission is to become Europe’s de facto compliance solution, our secondary priority is to make our team’s time at Naq the highlight of their career. 

We are a growing start-up which means we need to work hard to achieve our mission, but we recognise that the only way we can achieve this mission is to work with the very best people. We will give you all of the tools and support you need to help you with your work, including any additional training courses and qualifications if necessary.

In addition to exposure and growth within a scaling company, you can also expect the following:

• A competitive starting salary with the possibility of moving up quickly based on performance
• 25 days annual leave plus national holidays
• Regular team-building events
• Remote first role with the ability to travel to our London office regularly where required.

Knowledge and experience

• Bachelor's degree (or equivalent combination of education and experience)
• Have a minimum of 2+ years of experience in Customer Success at a SaaS company
• Have knowledge or interest in technology and, ideally healthcare compliance, cyber security and/or legal and regulatory compliance
• Ability to work effectively and efficiently in a remote first role
• Possesses clear and effective communication skills, with strong critical thinking ability
• Be highly empathetic to customers, with a proven track record of long-term customer retention and customer happiness
• Possess the technical competency to understand the compliance requirements of our customers and how the Naq solution helps them achieve their goals
• Demonstrable problem-solving skills and an enthusiasm for making a large impact early in a rapidly growing start-up
• Have entrepreneurial spirit, initiative and autonomy so you can make a significant contribution to Naq and our customers
• An understanding of Intercom, Jira and Hubspot tools.

Diversity and inclusion

Naq is a diverse team, so naturally, we value candidates with different backgrounds, experiences, and perspectives. We do not discriminate based on ethnicity, age, gender identity and expression, sexual orientation, religion, national origin, socioeconomic status, disability, or veteran status. We're committed to building a company that is an inclusive environment for all.