Job: Customer Success Manager


Customer Success Manager

FireText, Penryn

£27k – £30k


Hey, we’re FireText! We’re not your average tech company – we’re the UK’s #1 SMS provider, and we do it with style. From government and NHS alerts to small business shoutouts, we’re the go-to platform for sending texts that get noticed.

We’re kind of a big deal, earning spots on the Tussell Tech200 in 2021 and 2022. We process billions of text messages a year for thousands of UK companies, from small owner-managed businesses to large corporations and the UK government.

We pride ourselves on providing the best customer experience – and our customers have rated us the UK’s #1 SMS provider. Now we’re growing and we’re on the hunt for a lovely Customer Success Manager to join us.

The Job:

We’re looking for a down-to-earth individual with an enthusiastic personality to guide our customers through using our text messaging platform, helping businesses of all shapes and sizes to improve their communication. Building on our success as the top-rated SMS provider, you’ll deliver a top-notch customer experience, manage timely touch-points, and uncover opportunities for both the customers and FireText to grow together successfully.

Day-to-day you will…

  • Dazzle users with your winning personality as the first port of call for new and existing users on phone and email.
  • Dive deep into customer data to uncover hidden opportunities, crafting killer strategies to keep businesses coming back for more.
  • Develop, implement, and forever improve strategies for customer retention – such as building perfect message copy for businesses to “wow” their customers.
  • Deliver outstanding customer service and demonstrate why FireText is the best choice for both new and current customers by consistently portraying the company’s positive, can-do image.
  • Our platform is designed to be intuitive, but you’ll need excellent problem-solving skills and the technical confidence to click around a web-based platform.
  • Build strong relations with all businesses you come into contact with & encourage clients to use the platform more, by listening to their needs, engaging in solutions-focused conversation and building rapport.
  • Share ideas and support the marketing team with marketing activity to attract new clients.

A bit about you:

The successful candidate will understand and have experience in account management, sales, marketing or business development and have a keen interest in mobile marketing. You’ll have a great track record in building customer relationships as well as a drive and determination to succeed – we want to find the right team member to join and grow with our friendly team. So, if chatting to customers, solving their problems, and building great relationships sounds like your kind of fun, get in touch.

Your customer friendliness skills need to be first-class – we are looking for someone to go the extra mile. Good written communications and a basic understanding of digital marketing techniques are a must.

Being organised and self-motivated is important, as well as being adaptable in a fast-growing and changing environment. You must be a quick learner and self-motivated to work independently when required but with the ability to collaborate and communicate efficiently with your team.

Ultimately, your enthusiasm to work in a vibrant business, a willingness to learn and a positive attitude are the most important factors.

Essential requirements:      

  • Excellent communication skills
  • Basic understanding of digital marketing
  • Analytical thinker
  • Driven, enthusiastic and a great team player
  • Friendly, positive self-starter
  • Ability to self-manage and use initiative
  • Strong work ethic
  • Awesome sense of humour

Sound like your cup of coffee? See what it’s like to work at FireText.

A bit about how we work:

Our small team in Cornwall enjoys an energetic and supportive vibe. Being a marketing company, we often join forces on additional duties, such as sharing marketing ideas, creating content and providing support. Although the primary focus is on customers, this role also gives you the chance to build your marketing experience.

Balance is important to everyone here; we want you to feel part of the team whilst giving you the freedom to work independently. So you’ll have your own desk at our office based at Tremough Innovation Centre and we’ll cover your coffee and parking costs there. But, we also have the tools and tech to keep us connected remotely; meaning this role can be hybrid if you want some time to work collaboratively from home too.

Main benefits: 

  • Personal Development Allowance – grow your skills
  • Hybrid working – split your time between the office and home
  • Daily team walks – we have a lovely campus to explore
  • Amazing (free!) coffee
  • Team away day adventures
  • Fair wages (we’re an accredited living wage employer)
  • We pay for your parking at our office on Tremough Campus

FireText give me the best customer experience of any company I’ve ever used for anything ever!” A standard quote from one of our customers.

A bit more about us:

Launched in 2011, FireText is a successful and innovative company which provides a text message marketing platform to businesses. The SMS platform is used across the UK by companies in the public and private sector, allowing them to interact with their customers in an easy and engaging way. This opportunity will be integral to the growth of the business and is a brilliant chance to impact positively on and grow within the company.

We pride ourselves as a not-so-serious team, yet we’re always looking for opportunities to grow the skills of our employees within the business. Each January, we have a fun-filled weekend away to kick off the year – previous trips have included stays in country manors in the Cotswolds, to go-karting and escape room fun in Alicante. We often grab lunch together and have fun sweepstakes (with prizes). We pay for your parking at the office and enjoy decent Nespresso too!

FireText is proudly Carbon Neutral. We worked with environmental experts at Tevi and the University of Exeter to calculate our emissions, reduce what we can, and offset the emissions that are currently unavoidable. Beyond this, we’re also committing to becoming carbon negative – offsetting more carbon emissions than we emit on a quarterly basis.

We’re always keen to create positive changes for our local community. Funded by FireText, a member of the team personally delivers packages each month to our local foodbank. To support local businesses, our directors have given countless talks to aspiring start-ups, entrepreneurs, and students – passing on the knowledge and encouragement they need to succeed in business.

To apply please send us your CV and a covering letter explaining why you’d be a great fit to before 29th April.