Customer Success Associate
- Location
- london/hybrid
- Salary
- Dependant on skills & experience
The Issue: One-fourth of all properties and one-third of commercial properties in the UK are at risk of flooding. Flood-related damages cost the UK a staggering £1.3 billion annually and are expected to increase five-fold by 2050. According to latest estimates these costs can be reduced by half with improved flood forecasting and preparation. However, existing forecasting methods have fallen short when it comes to the unpredictable nature of storms. Hourly shifts in weather patterns can give rise to floods that escape detection through conventional means.
The Solution: At Previsico, our goal is to diminish the impact of floods on individuals and organisations by half. Our cutting-edge tech, honed since 2001 and incubated at Loughborough University, until 2019, has revolutionised flood forecasting. It allows for highly accurate, property level, real-time alerting, empowering individuals and businesses to prepare effectively, thereby minimising, and in some cases, preventing damage and disruptions.
The Results: We almost doubled our revenues in 2024 and our services are now supporting over 200 clients within the insurance, private, and utilities sectors, including Zurich, Liberty, and National Grid. In 2024, we secured additional funding earmarked to turbocharge our growth through the expansion of our Go-To-Market function. Consequently, we are on the lookout for a motivated business professional to join our team.
We strongly encourage applicants from diverse backgrounds to apply for this position, as we value and embrace the unique perspectives and experiences that individuals from all walks of life bring to our company and its culture.
Role
As a Customer Success Associate, you will be a key player in ensuring customers derive maximum value from Previsico’s flood forecasting solutions. Your role is to build strong relationships with clients, driving customer satisfaction, product adoption, renewals, and upsell opportunities. You will be the “eyes and ears” of the organization, gathering valuable insights directly from customers and feeding them back internally to inform both product development and GTM strategies.
You’ll be responsible for guiding customers through the entire lifecycle of our services, ensuring they experience tangible benefits and are empowered to fully leverage our solutions to mitigate flood risk. Your insights and feedback will play a critical role in refining our offerings and improving the customer experience.
Key tasks
Customer Onboarding & Success:
- Guide customers through the onboarding process, ensuring they understand how to implement and get the most out of Previsico’s solutions.
- Provide personalised support and training to ensure customers are fully equipped to use the product to its fullest potential, helping them realise value from day one.
Customer Engagement & Satisfaction:
- Regularly check in with customers to ensure they are satisfied with the solution and its impact on their flood risk management efforts.
- Proactively address any issues or concerns that may arise, ensuring a smooth experience and maintaining high customer satisfaction.
- Use data to monitor customer progress, identify risks, and ensure continuous improvement in service delivery.
Renewals & Upselling:
- Monitor customer health and engage with them throughout the contract period to ensure satisfaction & adoption, setting the stage for contract renewals.
- Identify and explore opportunities for upselling additional services, ensuring customers are getting the full value from Previsico's offerings.
- Collaborate with the Sales and Partnership teams to ensure upsell opportunities are effectively converted into new contracts.
Post-Flood Feedback & Continuous Improvement:
- Collect feedback after flood events to assess the effectiveness of our solutions in mitigating risk and delivering value. Use this feedback to enhance customer experience and product offering.
- Share insights with the Product and Customer Success teams to drive continuous improvements based on customer feedback.
Customer Advocacy & Relationship Building:
- Develop strong relationships with key stakeholders at customer organisations to become a trusted advisor and advocate for Previsico.
- Ensure customers are aware of the full range of Previsico’s capabilities, driving engagement across different departments or business units where appropriate.
Cross-Functional Collaboration:
- Work closely with Sales, Marketing, and Product teams to ensure a unified approach to customer success, from onboarding through to renewal.
- Share customer insights with internal teams to improve overall product offerings and enhance customer experience.
Required skills & qualifications
- 1-2 years of experience in a customer-facing role, preferably in SaaS or technology startup.
- Strong communication skills (both written and verbal) and ability to build rapport with customers.
- Strong analytical skills with an ability to utilise data to convey a message and drive a presentation.
- Strong organisational and time-management skills, with the ability to manage multiple customer accounts and priorities.
- Excellent problem-solving skills and a customer-centric attitude.
- Proficiency in MS Office and CRM software (Hubspot).
- Ability to work in a fast-paced, growing startup environment.
- Proficiency in English and right to work in the UK.