We're hiring
Senior customer success manager
About Countfire
Countfire is revolutionising the construction industry with our automated takeoff software that's transforming how electrical contractors, estimators, and construction professionals work. We're a fast-growing SaaS scale-up backed by ambitious goals and a team that's passionate about solving real-world problems with innovative technology.
Our team is lean, agile, and results-driven. We believe in empowering our people to take ownership, experiment, and grow alongside our business. When you join Countfire, you're not just taking a job – you're joining a mission to make estimators superhuman and digitally transform an entire industry.
About the role
If you're an experienced customer success professional looking to build and shape a customer success function from the ground up, then Countfire could be the perfect opportunity.
We're looking for a hands-on customer success leader to join our team. This role involves being on the frontline, working directly with customers to drive expansion and prevent churn in larger accounts, while also helping to optimise proactive customer success approaches across our smaller account base.
As this is a foundational role, you'll be rolling up your sleeves to figure out what works, documenting processes as you go, and running experiments. You'll work closely with our existing customer-facing team, sharing what you learn and collaborating on ways to improve customer success across the business. There's significant potential to build and lead a customer success team as the function matures.
What kind of person are we looking for?
- Someone with 5+ years experience in a SaaS customer success role, with proven ability to reduce churn and drive expansion revenue
- A builder and self-starter who thrives in ambiguity. You're comfortable figuring things out, creating processes from scratch, and documenting what works
- An operator first. You're happy to be hands-on doing the customer calls, conducting impact reviews, and managing accounts directly while simultaneously building the playbook
- A collaborative team player who enjoys sharing knowledge and working alongside colleagues to solve problems together
- Someone who's passionate about software and genuinely enjoys helping others succeed with technology
- An analytical person. Graphs, data, and metrics drive your decisions and you know how to measure what matters
- You absolutely must be enthusiastic, articulate and confident at speaking to professionals of all levels
- Someone with excellent written communication skills, paying high attention to detail
- As we're a remote team you must be highly organised and able to prioritise and execute your workload independently
What will the role involve?
- Driving expansion revenue and preventing churn in our larger, strategic accounts through proactive engagement and relationship building
- Conducting customer health assessments and impact reviews to identify at-risk accounts and expansion opportunities
- Building out customer success metrics, processes, and playbooks through hands-on experimentation. Creating the foundation as you go
- Working with colleagues across support, training, and sales to share insights and learnings that help customers get more value
- Monitoring product usage data to identify patterns, risks, and opportunities across our customer base
- Running experiments and documenting what works. Testing different approaches to onboarding, engagement, and retention
- Gathering insights from customer interactions to feed back to our development and sales teams
- Collaborating with sales on handoffs and ensuring smooth transitions from prospect to customer
What is expected of you?
- To act with honesty and integrity at all times
- To be entrepreneurial and resourceful. Comfortable with uncertainty and capable of figuring things out as you go
- To balance strategic thinking with hands-on execution. You're building the plane while flying it
- To take ownership of outcomes. Churn reduction and expansion revenue are your responsibility
- To document processes and learnings systematically so others can benefit from your experience
- To be a collaborative team player who shares knowledge openly and works well with colleagues across the business
- To have a thirst for developing relationships and being able to listen to customer needs and align those needs with our offering
- An open style of communication with your colleagues in sales, customer success, and development - we have a highly collaborative approach to how we run our company
- To thrive in a dynamic and fast-paced start-up environment
What’s our tech stack?
Like most organisations, we use a variety of technologies to build our products. Our flagship product uses our own image recognition algorithm to instantly find things in the digital soup that is construction industry PDFs. It's built with Python (numpy), Postgres and React and has interesting backend scaling challenges due to the large amount of data we need on every request.
For our most recent architecture, we've adopted a slightly different tech stack to allow real-time syncing for collaborative features. Hasura gives us a GraphQL subscription layer over Postgres, which is transformed to MobX objects for the frontend. Around that, we've built a frontend library that allows for transactions and optimistic updates in an activerecord style for a really nice developer experience.
When we sit down to code, some of us old die-hards still cling to vim, while most others have adopted the warm embrace of VSCode. Whatever your preference, you'll be provided with the tools you most like to work with (new Macbook, display etc).
Recruitment process
Location
We are fully remote working so we welcome applicants from around the UK.
Why Countfire
What you’ll get with us
Remote-first, flexible working
Due to COVID-19, we have shifted to a remote-first policy and while we have standard working hours, we're happy to talk flexible working.
Paid sabbaticals
On top of your 25 days holiday (plus your birthday) we also offer a month's paid sabbatical for every three years you’re with the company.
Health insurance
We have a health insurance scheme with WPA to help ensure the team have access to the care they need to stay healthy and productive (UK only).
Top spec equipment
From the latest macs to office chairs, no matter where you’re working we’ll make sure you have the right equipment to work efficiently and comfortably.
Training and development
It’s essential that our team keeps learning so we encourage training courses that will benefit you and the company.
Perks and rewards
We aren’t afraid to show our team we care with birthday and Christmas gifts and performance based rewards (think curry and cocktails delivered to your door!).