Job Description

Laminar – Customer Success Manager

We’re looking for someone to work closely with our customers to ensure they succeed in embracing software, in an industry where many fail. If you’re a brilliant customer success manager, and you want to grow and put your skills to the test in a challenging industry, we have an opportunity for you. 

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We are Shape. Construction! 

We are digitizing the largest and most fundamental industry in the world, the industry that builds the foundations of the civilization we all depend on to spare us from a brutal hunter-gatherer life: CONSTRUCTION

It is one of the least digitized industries in the world but also the largest – 1 in 9 people globally work in the construction industry and it constitutes 11% of the global GDP.

Improving construction strengthens the very foundation of human civilization. (Watch our short film about it).

We got our start as a high-end construction project management consultancy. As a consultancy, we are focused on genuinely upgrading the way construction projects are delivered. We then take a deep understanding of the projects we work on to develop construction management software products that anyone can use to deliver their projects better.

We are building a full suite of products one module at a time – kind of like office 365 but for construction management. (Check out Shape, our construction management tech, and watch this video about what we are doing)

The core of all this is our true secret sauce; people. We only recruit the very best both in capability and personality. We are deeply focused on designing a new type of organization that is optimized for the flourishing of the people in the team first and foremost. People that join us develop fast as a whole people in ways they never imagined. (Read more about our vision and mission).

This approach has allowed us to grow from just 2 people in 2017 to over 120 today (including consultancy) and we are still very much at the beginning! Joining us isn’t just some “job”, it is a transformative educational experience. We challenge you to be your best self in all aspects of life.

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4 core values for a good life 

We believe a life of human flourishing is all about meaningful relationships with others and challenging yourself to create a positive impact. So our values reflect the 4 levels of relationships that each of us has:

• Grow yourself – Your relationship with yourself
• Care about people – Your relationship with others around you
• Execute to greatness – Your relationship with your team
• Build civilization – Your relationship with humanity and the world

This goes much deeper but for the sake of brevity, we will keep the summary version!

We enshrined our values in our vision: 

We exist so that everyone in our team can thrive in a high-impact community that:

• Connects us with meaningful relationships
• Inspires us to develop ourselves to become better humans
• Empowers us to pursue our learning adventures

We believe that, by first doing this, we can achieve the highest levels of value for the world.

And enable the achievement of our vision through our dual missions:  

• To fully digitize the construction of human civilization
• To create a new type of organization that enables human flourishing while delivering a huge positive impact on society

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Job Description

Purpose of the role 

As a customer success manager, you will primarily be responsible for enabling our customers to achieve the most value possible from Shape’s products. You’ll set up our customer success function to scale. In our current go-to-market phase, you’ll be particularly involved in gathering feedback from customers and helping the product team use those insights to improve our products.

Team

Customer success at Shape is part of the product team. This is because we know the vital part it has to play in our product development process by being an important piece of our feedback cycle. This means at Shape, you’ll be more likely to collaborate with a designer or engineer, than a sales consultant.

Your top 3 objectives 

1. To onboard new customers and help them overcome the challenges when adopting new software in construction.
2. To learn the key challenges in the onboarding process and work with the product team to improve the product to solve them.
3. To implement a customer success process that allows the function to scale as the business grows.

Your top 5 responsibilities 

1. Own relationships: you will own relationships with clients and be responsible for their success in adopting Shape. You’ll also be capable of spotting other opportunities to create solutions for the client that might currently be outside our offering.
2. Monitor customer satisfaction: you will create a mechanism for monitoring customer satisfaction using our products.
3. Collaborate with Product: using your insights gathered implementing Shape in the field, you will work closely with the product development team.
4. Stay up-to-date: the construction industry has unique challenges when it comes to technology adoption. You will be monitoring both the latest in construction as well as customer success best practices. You will use this knowledge to become an expert in driving change.
5. Create materials: You will create materials that both help clients train their teams and contribute to our customer-facing knowledge base.

Your Capabilities 

You have experience working in either a customer success or SaaS implementation. You are comfortable working in a start-up culture and are the sort of person who jumps in to get it done when something needs doing.

Must-Have (The fundamentals)

• Mastery: Knowledge of customer success best practices. You know how to develop a process that can enable us to provide best-in-class support to our customers and give us the visibility to measure success.
• Communication: A confident and clear communicator, able to work closely with new clients. Able to listen and understand problems.
• Leadership: A self-starter. Able to work with leaders in the business to agree on strategies and goals, and then capable of setting their own agenda to meet them.
• Impact: A track record of working with clients and demonstratable evidence of how you’ve helped them be successful.

Nice to Have (If you don’t have it now you will after joining)

• Mastery: A master of customer success best practice. Understands the construction industry and the unique challenges in technology adoption.
• Communication: Equally capable of engaging with clients on a one-to-one basis and presenting to larger groups.
• Leadership: Capable of leading a team. Capable of recognizing what a great customer success function looks like and empowering others to reach that level.
• Impact: A proven track record of hiring, coaching, and developing rising stars. Track record of being able to create a customer success function from a blank piece of paper.

Shape isn’t the place for you if any of the following is true:

• You want an easy, chilled-out role without much challenge
• You like to be the smartest person in the room
• You don’t like continuously receiving honest candid feedback
• You prefer to do your own thing rather than work with a team

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Frequently Asked Questions 

How do I Can you tell me more about what the role is like? 

We are in the scale-up mode so it will be a pretty full-on role with more things to do than time available. This is why it will be important to prioritize and also develop capacity in the team by hiring and holding the team to the highest standards. We don’t like to mess about so you will need to be a very high performer who only wants to work with others of your ilk.

We are growing rapidly so that means your role will grow rapidly too, you will need to keep up and constantly be looking 1-2 years ahead.

Where would I be working? 

All of our roles are 100% remote and home-based. However, if you would like to work in a co-work space to get out of the house we can arrange that. If you are in one of our locations with offices you can come as often as you like.

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Salary and Benefits 

Standard Stuff 

• Paid Annual Leave 25 days + statutory Bank Holidays
• Flexible hours
• Compensation for this role depends on your capability level and will likely fall in the INR 10,06,300 – 18,00,700 range.
• All travel costs outside of your local area are covered

The Life-Changing Stuff 

• Grow your whole self: Our leaders are more like coaches and one of our main objectives is to give 5 years’ worth of learning and development for every 1 year with us. You have a coach, mentor, well-being therapist, and a development-orientated environment: That’s literally what our vision is all about and the primary reason Shape exists
• Be surrounded by the best: We only hire and retain the very best people. You might be used to being the smartest in the room but that won’t be the case in Shape. You will be surrounded by people you can learn from. We are 100% meritocratic so fast progression is the norm. You will be supported to excel in whichever areas you are most interested in! With Shape, development is unbounded
• Long-term impact: We are focused on solving the biggest issues in construction project delivery in a way that can spread and outlast us
• A generous equity scheme: as a fast-growing consultancy as well as the fact we are building software this has a huge upside, particularly for people that stay with us through our growth

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Applying properly!! Important!!! 

We get thousands of applications so please write us a letter as part of your application explaining:

• Why do you want to join us?
• What do you think you bring to the team?

We aren’t a giant faceless corporation; we really care about the people who want to join our team so all letters will be read thoroughly.

After that, we will reach out to you to schedule a casual conversation to help you to know us a bit better and tell us a bit about yourself.

After that, we will schedule a couple of technical and personal assessments to understand what your level of capability is based on our own development matrix. This is to ensure that when you join you are starting at the right level of responsibility based on your capability not just based on experience.