We're looking for someone exceptional to build and lead our entire Customer Success function from the ground up. An opportunity to build something that doesn’t exist yet.
At Cambrionix, we've spent more than 15 years building world-class hardware trusted by some of the biggest technology brands in the world. We have more than 1.8 million ports in operation globally, and our technology powers mission-critical environments across multiple industries. We're internationally recognised for delivering the fastest, most reliable and most intelligent USB solutions on the planet.
Now we're entering our next chapter.
We're evolving from a traditional manufacturing business into a software and SaaS-led organisation, with Cambrionix Connect at the centre of that transformation. Our cloud platform enables customers to remotely manage, monitor and control devices across entire global fleets from a single interface.
And that's where you come in.
Your mission
Working for the Chief Revenue Officer and working closely with Rev Ops, Tech Engineering and Business development, you will build a function that customers genuinely love.
You'll define the strategy, create the playbooks, design the customer journey, identify the key signals that require actioning implement the processes, establish the metrics, and help build a scalable function that supports our transition to a recurring SaaS business.
What you'll be doing
- Designing and launching the entire Customer Success function within HubSpot CRM
- Creating customer onboarding programmes that drive adoption from day one
- Developing customer journey maps across the entire lifecycle
- Building scalable processes, playbooks and customer success frameworks
- Reducing churn and increasing customer retention
- Identifying opportunities for customer growth and expansion through both upsell and cross sell
- Building dashboards that provide meaningful insights into customer behaviour
- Recruiting, developing and leading a Customer Success team as the function grows
- Becoming the voice of the customer across the business
You will have experience building a Customer Success function rather than simply managing an established one. You'll understand that customer success is far more than customer support and will have a genuine passion for creating processes, systems and strategies from the ground up. You'll thrive in an environment where there's a blank sheet of paper rather than an existing playbook and will be equally comfortable developing strategy and delivering operational excellence. You'll be able to move effortlessly between conversations with customers, engineers and senior leaders, translating customer needs into meaningful business and product decisions. You'll also have a strong understanding of key SaaS metrics, including customer adoption, retention, churn, expansion and lifetime value, together with experience working in a B2B SaaS, technology, software or platform-based business. Most importantly, you'll enjoy building scalable solutions and helping organisations navigate periods of growth and transformation.
We'd be especially excited if you have experience with:
- Scaling a customer success function during a business transformation
- SaaS implementation and onboarding
- Subscription and recurring revenue models
- Technical products
- Enterprise customers
- Customer success platforms and automation tools
- Building and leading high-performing teams
Why Cambrionix?
Because we're not standing still. We have ambitious plans, significant investment and a product roadmap that's reshaping our future. Please don't apply because you're looking for a comfortable, steady-state management role. Apply if you want to build something remarkable.
If those words resonate with you, we'd love to talk.
Pay: £85,000.00-£90,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
Ability to commute/relocate:
- Cambridge CB4 0DS: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Success: 5 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Cambridge CB4 0DS
