Plinth on cord

Plinth

Customer Success Manager

External position
London, UK
Hiring internally for Plinth?
Machine Learning and AI 路 Non for Profit
We're an AI platform for funders and fundraisers. Trusted by over 1500+ organisations.
Posted
2 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Mid, Senior, Lead
Core skills considered: Account Management, Customer service, Customer support
Other skills considered: Operations recruiting, Stakeholder Management

Logistics

Base salary: 拢40K - 拢75K
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

You need to be able to:

  • Work both fast and slow: You'll navigate slow public sector procurement cycles one minute, then help us ship a new feature over lunch the next. The whiplash is intense but it keeps things interesting.
  • Keep it real: You'll be getting the train to community centres and youth clubs where the heating doesn't work and where the paint is peeling off the walls. It's rarely glamourous. You need to be willing to meet clients where they are, literally and figuratively.
  • Listen to problems, ignore solutions: Clients will tell you exactly what they think they need. Your job is to understand the actual problem and guide them to what will really work, even when they're convinced they already know the answer. This requires self-confidence, understanding of the platform and genuine listening in equal measure.
  • Teach people: Most of our clients don't love shiny gadgets. If you're the kind of person who enjoys teaching your gran to use a smartphone, this is ideal. You need to explain some fairly complex systems clearly without being condescending and still getting user adoption.
  • Automate and document yourself away:馃 We're small and growing fast. Build systems and processes that make your job increasingly redundant. There's always plenty more to do.
  • Understand the difference between "urgent" and 馃毃 URGENT - When you're managing 4-8 concurrent client projects and everyone thinks their issue is critical, you need to distinguish between what must happen for launch versus what can wait. This is harder than it sounds.
  • Grow with the role: we need someone who is comfortable with our clients and team doubling every 6 months. Your role will rapidly change to reflect that, but it leaves you with lots of room to grow in responsibility.

What kind of background do we think would be a good fit?

  • Coaching / Tutoring: You know how to meet people where they are and guide them to better outcomes.
  • Hospitality management: Service mindset, de-escalation skills, managing expectations when things don't go to plan, letting the customer think they're right when they aren't.
  • Event/production management: Used to juggling moving pieces, keeping stakeholders calm, making last-minute pivots when things go wrong.
  • Community organising/activism: Already comfortable in the spaces you'll be visiting, get the mission, used to working with limited resources.
  • Consulting: You're used to parachuting into chaos, extracting actionable tasks, and keeping multiple clients calm simultaneously.
  • User research/UX: Good at understanding what people actually need versus what they say they need, synthesising feedback into actionable insights.
  • Knowledge of the charity sector is a significant advantage, whether that's as an employee, consultant or as a long term volunteer.
  • It would also definitely be helpful if you have any technical experience to help with managing data migrations.

Importantly, This is a list of suggestions.

If you have experience in only some of this, or have only some of these skills, please do apply anyway.


How can you measure your success?

  • Speed of getting customers successfully using Plinth: From signed contract to actively using the platform and seeing value.
  • Positive recommendations: Clients recommending us positively to their networks - it's a big source of our growth.
  • Increasing use of Plinth: Clients expanding how they use the platform over time, not just maintaining baseline usage.

The Role

Client Onboarding (70%) - Lead onboarding from kick-off to go-live. Break down complex projects into clear phases. Manage timelines, priorities, and expectations across 7+ new clients per month. Stay on top of new features we ship every few days. Push back when needed and teach anyone regardless of background.

Operations & Process Improvement (30%) - Audit and optimise our support systems (expect to manage Intercom chat a couple of days a week). Refine onboarding workflows. Keep documentation current. Work with engineering to communicate what's urgent versus what's just a problem. Track feature requests across clients and synthesise them into product improvements.

Customer Success Manager at Plinth
Position posted 2 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech 路 Banking 路 Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: 拢70K - 拢110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK鈥檚 first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK鈥檚 first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We鈥檙e a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We鈥檙e a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day鈥檚 holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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