What the job involves

• We're looking for a Founding Customer Success Manager with a strong quantitative research background to join our team
• This is a relationship-first role, focused on helping clientside insights teams and their internal stakeholders to get confident and self-sufficient on our synthetic audiences platform
• This person would seek to build the trust that turns early usage into deep, organisation-wide adoption
• Our platform is self-serve, but getting clients to that point takes genuine expertise and attention
• Insights teams are typically our entry point and internal champions, but the real opportunity is broader
• Our ambition is that the Electric Twin platform is directly used by commercial, product, and marketing teams in addition to the insights function
• You'll help make that happen: guiding early users to value quickly, then working with insights leads to expand the platform's footprint across the business including multiple markets
• This is as much a building role as it is a doing role
• You'll be defining how CS operates at Electric Twin - the playbooks, the health frameworks, the onboarding programmes - while owning client relationships from day one
• Lead structured onboarding programmes for new client side insight teams, helping them move from sign-up to their first successful platform outputs as quickly as possible
• Provide hands-on guidance in the early stages. Answering questions, reviewing how they've set up their simulations, and helping clients interpret outputs with confidence
• Use your research background to bridge the gap between how clients currently work and how synthetic audiences can slot into their existing workflows
• Be the reassuring, knowledgeable presence that turns an uncertain new user into an engaged, independent one
• Monitor usage and engagement across your portfolio, proactively reaching out when activity drops or clients appear stuck
• Help clients understand how to get the best from the platform, coaching them through it rather than doing the work for them
• Partner with insights leads and team champions to identify expansion opportunities within their organisations such as new teams (commercial, product, marketing), new use cases, and new datasets that extend the platform's value
• Support clients in making the internal case for wider rollout, helping them articulate the platform's impact to stakeholders who weren't in the room at the start
• Build a strong working knowledge of common use cases (proposition development, concept testing, messaging and campaign/content communications, segmentation) so your guidance is always practical and relevant
• Gather and relay client feedback to shape platform improvements and documentation
• Own the growth journey within your accounts, from single-team usage to enterprise-wide adoption across functions and geographies
• Identify opportunities to bring additional teams onto the platform and work with clients to scope out the right datasets and audience configurations for their needs
• Support enterprise clients in scaling across markets, helping them understand how synthetic populations can be deployed to simulate audiences in multiple regions without the cost and time of running separate research programmes in each
• Build relationships beyond the day-to-day user, connecting with senior Insights Managers, commercial leads, and regional stakeholders who influence budget and expansion decisions
• Own the renewal journey, from single-market to multi-market enterprise agreements, knowing when to have the commercial conversation and how to make a compelling case. Bringing in an AE in the right moments as needed
• Proactively flag upsell and cross-sell opportunities in partnership with the wider team
• Help build out onboarding materials, FAQs, and guidance resources that scale the support you provide one-to-one
• Share client intelligence with Product and Marketing to inform roadmap and messaging decisions
• Contribute to a growing CS function - this is an early-stage team with real opportunity to shape how it operates
• What Success Looks Like:
• In your first 90 days, you'll have completed your own platform certification, led several client onboardings, and established yourself as a trusted point of contact across your portfolio
• Within six months, you'll have converted your first cohort of clients to annual subscriptions and identified clear expansion opportunities - new teams, new datasets, new markets - within existing accounts
• Within a year, you'll have delivered measurable account growth and be a key contributor to how the CS function scales, with a track record of clients who embedded the platform deeply because of the partnership you built with them
• Longer term, the core metrics this role will be measured against include: net dollar retention, renewal rate, platform adoption and feature usage across accounts, and expansion revenue from new teams, use cases, and markets
• In your first year, success means clients who renew, expand, and embed the platform deeply - because of the partnership you built with them

Benefits

• We have an excellent health insurance package for employees with BUPA.
• All full time employees are enrolled onto our options scheme at the end of their probation period, which will be explained to new joiners in detail.
• We offer Unlimited Time Off and believe it is important for you to take sufficient rest through the year.
• Electric Twin has a generous pension scheme where we will match your individual contributions within a window of 4% - 8% under a net pay structure.
• Cycle to Work Scheme.
• We want to make sure we are providing you with what what you need to excel in your role. For IT we will provide a laptop and any accessories that you might want (e.g. monitor, keyboard etc).
• In an effort to stay on top of current trends and developments, we offer £1,000 annual L&D budget for you to use as you see fit.