Job Description

📍 Location: London (Hybrid Remote)
🕛 Job type: Full time (maternity cover to perm)

Who we are

Tenzo is an analytics and AI forecasting platform with the mission of making restaurants as successful and sustainable as possible.

We are at the beginning of our growth with customers in 20 countries and 3 times as many signed locations as we were in 2021. We’re looking to supercharge this growth, getting real-time data into the hands of restaurant teams to make them more successful.

Using advanced analytics and big data techniques, we improve performance across a restaurant’s operations, focusing on labour optimisation, customer experience, and accurate demand forecasting.

We are backed by Techstars and leading Silicon Valley venture capitalists and this is an epic opportunity to be part of a fast-growing, exciting start-up with a huge amount of growth potential.

Diversity and Inclusion

Tenzo is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.

About the role

As the Customer Success Lead you will work directly with some of our largest and most strategic enterprise customers throughout the entire customer lifecycle, as well as provide coaching and mentorship to a global team of Customer Success Managers. This role will start as maternity cover for our VP Customer Success and then move into a permanent senior role within our Growth Team from October 2023 – where you will be able to influence and shape your future roles, responsibilities and scope.

Your mission

• Lead, coach and empower the Customer Success team to be successful in their roles and to deliver a first-class customer experience across every stage of the customer journey, from onboarding, adoption, renewal, expansion and advocacy.
• Manage a book of global strategic enterprise customers, demonstrating customer success best practices in how to deliver QBRs and renewals.
• Analyse team and customer performance data to make informed decisions about strategic and operational process changes.
• Coach the team to assist them with executing growth and optimisation strategies for customer accounts.
• Collaborate with cross-functional teams to ensure visibility and alignment including working with Product to prioritise customer features and change requests.
• Foster a positive team culture and lead Customer Success in hiring, onboarding, career development and performance management processes.

About you

• 2+ years of management experience leading a Customer Success team with 3-6 direct reports.
• 5 years of experience working as a Customer Success Manager or similar role in a SaaS business.
• Proven results based on KPIs – where part should be based on renewal achievements and NRR growth.
• Strong motivational, coaching, and leadership qualities and experience in hiring and onboarding new joiners into a team.
• Experience in data-based decision-making and strategy development.
• Fantastic interpersonal skills and strong project leadership and organisational skills.
• Excellent communication skills: written, oral, and presentation.
• Bonus points for French language skills

Work perks and benefits

Tenzo is committed to improving the general well-being of our team members. As our ‘Passionate about our people’ value states: we aim to create a supportive and diverse environment for our people to grow. Working as part of a small team, you will benefit from a level of responsibility from the get-go. We also commit to a dedicated time for personal development and clear career progression in an exciting time of growth and development of the company.

• 💻 Tenzo Swag
  We’ll hook you up with workstation perks, Macbook and all software needed on your first day!
• 🏡 Work from Home
  You’ll receive a £75 work from home set up budget, which renews every year
• 🕰️ Flexible Working
  We follow a hybrid working model, 1 day in the office and the rest is flexible
• 📈 Stock Options
  Eligibility to our stock options program
• 💰 Pension
  ESG pension scheme
• 🚇 Office Location
  WeWork Marylebone – North West House, 119 Marylebone Rd, London NW1 5PU
• 🍴Customer Lunches
  Every month we plan a team lunch at one of our customer’s restaurants!
• 💗 Your Development
  Dedicated time for personal & professional development (we’re supportive of external L&D resources when needed) and monthly lunch and learns
• 🌴 Annual Leave
  20 days of holiday (increasing to 22 after 1 year and 24 after 2 years tenure)
• 🚀 Start-up Life
  Working as part of a small team, you benefit from a level of responsibility from the get go
• 🥳 Socials
  Monthly events both in person and virtually!

Please note: exclusively no recruiter emails for this role. We have established recruitment partnership agreements in place and no need to work with additional recruitment partners at this time.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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