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Customer Success Specialist (Private Equity, M&A, Strategy Consulting)

United Kingdom, , LondonCommercial

Job description

Who are we?

Gain.pro is on a mission to serve everyone across the globe who wants to find, understand and track sizeable companies.
Our market leading SaaS platform combines the best technology, research and user experience to provide our customers with a strong competitive advantage. 1000’s of users across major investors such as CVC, Cinven and Bain Capital, M&A Advisors Lazard, Rothschild and Perella Weinberg and consultants McKinsey, Bain and BCG take advantage of our cutting-edge algorithms and local for local research teams to provide them with private company analysis, in-depth reports in niche markets and strategic insights into PE investment behavior - all while giving us an industry leading NPS of >70.
Founded in 2018 by a team with careers in private equity, technology and consulting, we are a fast-growing, remote first scale-up with hubs in Frankfurt, Amsterdam, Paris, London and Warsaw.


Our SaaS Customer Success organization

Until now, our Head of Sales & Customer Success Thorsten and Customer Success Lead Maria delight our customer base of >100 PE investors, Investments Banks and Consultancies across 7 European countries with tremendous success. We have a track record of an NPS of >60, a retention rate of >98% and a net renewal rate of >100%. To serve our over 4,500 users in the best way across Europe and beyond, we are looking for a Customer Success Specialist to engage with our customers and support them on all matters related to our platform. Over the next year we will more than double the size of our Commercial team and grow to 10 FTEs across Customer Success, Sales and Marketing. You now have the unique chance to be part of our growth story and join at this early stage offering you an accelerated development opportunity.


What will be your role?

You will be the backbone of our European growth strategy, supporting our Customer Success team across regions and customer types. This entails:

  • Supporting our customers – You are a key point of contact for our users, serve as expert on all topics regarding our platform, perform detailed research requests and create custom searches using the platform
  • Being the voice of the customer – You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features
  • Boosting user excitement – You are a critical part in preventing churn and creating promoters among our users by actively engaging with and carefully listening to them
  • Using digital tools in your daily work – You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs
  • Educating our users – You will be responsible for educating and training our users on new possibilities our platform offers and increasing the knowledgeability of customers
  • Planning meetings – You will plan and prepare meetings together with the Customer Success team
  • Strategic thinking and optimizing – You test, track and optimise the way we serve our customers

Above all, as an early member of our overarching Commercial team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the Customer Success team or develop into roles in our sales and marketing teams.

Job requirements

Who are you?

We are looking for someone who is passionate about supporting and exciting our customers. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

  • Relevant experience – You have gained at least 1 year of experience in a customer facing role (B2B SaaS environment strongly preferred)
  • Education – You hold a university degree or equivalent in a business related field
  • Structured – You are well organized and like to plan ahead
  • Communication – You display superior written and verbal communication skills
  • Self-starting – You proactively come up with new ideas and independently drive progress
  • Resilient – You work well under pressure and can manage multiple tasks simultaneously
  • Languages – You are fluent in English, additional European languages strongly beneficial
  • Curious – You are interested in FinTech and B2B SaaS and are excited to revolutionize the industry with us


What do we offer?

  • Flourish in a culture of trust, ownership, and standard of excellence
  • Hands-on role with unparalleled development opportunities
  • Getting-things-done environment with sharp and knowledgeable colleagues
  • Our SaaS (vs. project/deal work) model enables a healthy work-life balance
  • Work remote whenever you want....
  • ...or in one of our lovely offices
  • Flexible holiday wishes (paid and extra unpaid leave)
  • Attractive compensation package with bonus component
  • Fun working atmosphere and company-wide events


Does this sound like a perfect match?

We are proud of our wonderful product and believe it has lots of potential. We are growing fast and have fun while building our platform and company. Does this sound interesting? Reach out – we are excited to get to know you!