Customer Success & Community Manager

About the job

The Simple team is growing! We are looking for a Customer Success & Community Manager to support and engage our family office clients and the providers of services to family offices. The primary responsibilities include managing client relationships, community engagement, and developing new processes for productive client management to ensure client satisfaction. You will work closely with both family offices and various providers of services to family offices, helping them navigate our platform, team and network of experts, resolve any issues, and optimize their use of our solutions.

Our ideal candidate is a natural communicator, passionate about building relationships and community, and has strong problem-solving skills. Experience in a similar role is essential, as well as a proven ability to manage client success initiatives and community engagement efforts effectively.

Key Responsibilities:

– Client Onboarding & Support: Guide new clients through the onboarding process, ensuring we have a good grasp of their pressing needs and that they understand and can fully utilize the Simple platform’s capabilities.
– Community Engagement: Foster and manage our online and offline community of family office industry professionals, encouraging interaction, collaboration, and the sharing of best practices. Manage our LinkedIn page and groups to engage our audiences and encourage interaction.
– Client Relationship Management: Maintain quarterly contact with all clients (70-100) to ensure their needs are being met and identify opportunities for additional value.
Event Coordination: Organize and manage both virtual and in-person events, such as webinars and networking sessions, tailored to the needs and interests of our community.
– Feedback Loop: Act as the bridge between clients and our business and product development team, ensuring client feedback is effectively communicated and addressed in future updates.
– Content Marketing: Collaborate with the marketing team to create and distribute content relevant to our community, including newsletters, blog posts, and social media updates.
– Reporting & Analytics: Track and report on client satisfaction (NPS), community engagement metrics (LinkedIn Page and Group Analytics), and other key performance indicators to drive continuous improvement.

Role Requirements:

– Experience in a customer success or community management role, preferably within the design, luxury hospitality, family office or financial services sector.
– Strong interpersonal and communication skills, with the ability to build relationships and engage with diverse stakeholders.
– Experience with CRM systems (HubSpot or similar) and community management platforms.
– Ability to organize and manage events, both virtual and in-person.
– Proactive and problem-solving attitude full of creative ideas.
– Familiarity with content marketing, AI tools and social media engagement strategies.
– Experience in working with product teams to relay client feedback and influence product development.
– Comfortable working with a global team across various timezones

Application Suite:

HubSpot, Notion, Zoom, Google Workspace, LinkedIn, Slack, Eventbrite, Keynote

Location: This is a hybrid-remote working position, but ideally based in Cape Town or one of our other hubs, New York, Los Angeles, London, Zurich, Singapore or with HQ in Copenhagen.

If you are a dynamic, efficient, and proactive individual with a passion for client success and community management, we encourage you to apply. Please submit your resume with an introductory email for consideration to [email protected].