Customer Success Lead


Location London
Salary £30,000 - £40,000 + benefits + equity
Team Commercial team
  • Closing: 11:59pm, 18th Nov 2018 GMT

Perks and benefits

Flexible working hours
Work from home option
Retirement benefits
Wellness programs
Additional parental leave
Enhanced maternity and paternity leave
Paid emergency leave
Extra holiday
Professional development
Team social events
Equipment allowance

Candidate happiness

8.89 (5499)

Job Description

Applied is a company on a mission - we're passionate about hiring the best person for the job regardless of race, gender or whether you come from the wrong part of town, whether you're not what they're used to, or whether your dad plays golf with the CEO on weekends.

So far we've helped hundreds of teams hire 1000s of awesome, diverse people by removing the biases inherent in hiring and helping people focus on what matters - but, as you'd hope, our sights are set much higher. Maybe you can help...

We’re looking to hire a Customer Success Lead to join our team. This exciting role will provide you with a rare chance to expand the customer service and experience functions. You'll be an early member of a fast-growing, high energy startup right at the point of acceleration.

Full of opportunity and purpose, this is a role we’re certain you won’t find elsewhere. Come and do your best work with us.

About Applied

Applied is a hiring platform created to help organisations radically rethink how they select talent, so the best person gets the job every time, irrespective of their background. We’re the first spin out of the Behavioural Insights Team, and we’re passionate about using behavioural and data science to make exceptional products that scale, commercially and socially.

We’ve just closed our second round of seed investment raise. More than 50,000 candidates have applied through our platform (compared 3,629 applicants in January 2017!). Every month we are on-boarding exceptional new customers, ranging from large enterprises to non-profit organisations, and entrepreneurial startups.

All of these achievements rely on a team that truly stands for what we believe in: talent from diverse backgrounds, impatient to deliver and keen to get stuck in – full of ideas, energy, and an ability to inspire and support the growth of others around them. A team who thrives on learning, empathy and grit.

The job opportunity

The day-to-day job of the customer success lead

You'll be responsible for driving the customer success and experience functions across Applied. At this stage of the business, your day-to-day job involves moving from one-to-one interactions with customers, solving their needs and encouraging them to get the best from what we offer, to thinking of ways to improve and systematise customer experience. You'll provide vital input on overall business strategy and the scaling of the product and team.

Your day-to-day job would include:

  • Account management. Some large customers require more personalised attention. In other cases we are on-boarding customers from new industries, so even if they are small we need to take care of them and learn about their experience.

  • Creating, following and engaging the team with customer stats and feedback. You'll be the main bridge between customers and our product team, so you'll spend a lot of time communicating in both directions and triaging.

  • Customer experience design and planning for the growth of customer success functions. This includes thinking of segmenting customer service according to Applied's market strategy and planning for the growth of the customer success functions according to business needs.

Your skills

You'll be the right person for this job if you:

  • are able to develop relationships quickly.

  • are a good listener and are passionate about solving problems.

  • are creative, proactive and resourceful - helping us to work smarter as well as faster.

  • have great written and verbal communication skills.

  • are comfortable bridging customer needs and product roadmaps. This includes knowing when and how to say 'yes' or 'no' to customers.

  • are comfortable working with early-stage products, i.e. you work well with uncertainty and like taking responsibility.

Entirely optional but might be useful:

  • experience working in HR teams and/or with people products

  • enjoy working with data to help inform decisions.

Like the rest of the Applied team members you'll benefit from:

  • equity in the business.

  • open and fair pay (yep we put all payslips in the shared drive).

  • employee benefits package.

  • being involved in other aspects of the business, from strategy, management and training, to shaping team culture.

What are the next steps?

One of the benefits of applying to work at a hiring platform is that you get to experience a bit of the job just through the application process (yes, it gets meta)!

To get started, pop your email in the top right of this page.

Instead of submitting a CV, you’ll answer some questions that are related to your day-to-day job. After the job advert closes, your answers will go through our sift process: randomising and anonymising answers for taking out individual information that biases hiring decisions and facilitating organisations to review each answer by more than one person so you can benefit from the wisdom of the crowds. If you are shortlisted, we’ll invite you to 2-3 rounds of interviews, which will also be managed through our platform. Also, we love giving feedback, so you'll be able to see how well you performed at each stage of the application process. We hope you enjoy the Applied experience!

Expected duration of this application process: 2 months.

Want to know more about the platform?

What's the thinking behind the platform?

Hiring (and being hired) is one of the most important things we do, but humans are frankly terrible at it. We look for the wrong things, we’re biased, and we don’t follow the data.

Applied is here to fix that.

We help our customers hire with less bias, and greater precision. That makes them happy, but at the same time reduces social inequality... it’s a win-win.

Our approach combines behavioural science with product design to radically rethink how teams select talent, so that the best person gets the job every time, irrespective of their background... and we don’t even need to break out the AI to do it.

Who uses it?

We’re just getting started, but so far we’ve helped fill 2,000 roles on 5 continents, from CIOs and lawyers to refugees and disaster response workers, for great companies like Penguin and Hilton, great charities like Wellcome Trust and ActionAid, as well as government departments in the UK and around the world. You can read about us in the New York Times, Harvard Business Review, TechCrunch and New Scientist.

Other job opportunities at Applied

We are building the best team for next year, so in addition to this role, we are also looking for a Product Lead, a Senior Growth Marketer, a Software Developer, and a Data Scientist.

If you know anyone who you think might be interested, please pop them the link!

Removing bias from the hiring process

Applications closed Sun 18th Nov 2018


Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You won't need a CV to apply to this job

Applications closed Sun 18th Nov 2018