Founding CS/Growth role with progression to Head of Customer Success & Growth

Job Description

About Herdify
Herdify is a first-to-market B2B SaaS platform built on behavioural science, network science and complexity theory.

Our technology predicts the collective behaviours of consumers, helping brands understand where real-world influence and word-of-mouth are already driving customer acquisition, retention and growth.
Founded in the UK by ex-Microsoft and Cambridge and Bristol post-doc researchers, and advised by Rory Sutherland, Herdify brings together behavioural science, data and marketing technology to help brands find hidden opportunities for growth.

We work with brands including Abel & Cole, MusicMagpie and Who Gives A Crap, as well as charities including the RSPCA, Crisis and The Salvation Army.

We are now looking for a  Customer Success & Growth Manager to own the customer relationship post-sale, helping our customers get more value from Herdify, whilst building the underlying operating model which will be able to support Herdify’s continued growth.

The role 
This is a hands-on, founding Customer Success and Growth role with a clear path to Head of Customer Success & Growth - including, in time, building a team to support them in delivering customer outcomes at scale.

You will own a portfolio of customers - direct and via partners -and your job is to ensure customers are onboarded successfully; use the platform effectively; understand the value Herdify creates; and expand into additional use-cases.

We believe that, wherever possible, everything we do for customers should ultimately be delivered through the product. That means this role will be influential in our product roadmap. You’ll work closely with our CPO and Co-founder contributing to what we build, when we build it, and how it helps customers get more value from Herdify.
As a founding Customer Success & Growth role, it offers the opportunity to shape how Herdify supports, retains and grows customers as we scale. You'll own the customer relationship from implementation onwards, ensuring customers realise value quickly while identifying opportunities to deepen adoption, expand usage and maximise long-term customer value.

Today, our post-sale customer journey comprises:

1. Customer Success: implementation, onboarding, usage, adoption and ongoing value delivery, including managing renewals. 
2. Customer growth: helping customers and partners utilise Herdify across additional campaigns, channels, use cases and departments, turning it into a strategic insights platform.

The right person will be able to have both conversations. They will be comfortable managing projects and deadlines, but also confident speaking to senior marketing, acquisition, fundraising and agency stakeholders about commercial outcomes, impact, and growth.

In the first phase, this role is expected to be approximately 60% customer success (delivery, onboarding and adoption) and 40% growth (relationship management, account development and expansion). 
Around 80% of the role will be supporting direct brand and charity customers, with 20% partner and agency collaboration alongside our Partner Manager.

What you’ll be responsible for:
Own customer delivery

• Own the post-sale customer journey from handover through onboarding, adoption, ongoing impact and renewal preparation.
• Orchestrate work and deadlines internally and externally between Sales, Data, Product and Customer teams to ensure a consistent customer experience.
• Make sure customers understand the insights Herdify brings and how to act on it.
• Identify risks early and create action plans to keep customers on track.
• Gather customer feedback, testimonials and case study opportunities and liaise with Marketing and Product to action.

Drive customer value and expansion

• Help customers get more value from the Herdify platform over time.
• Identify opportunities to expand into new use cases, campaigns, departments or regions.
• Own renewals and expansion opportunities.
• Build commercially led relationships with senior stakeholders, demonstrating the value of Herdify to their business.
• Help customers understand how Herdify can support acquisition, retention, media planning, fundraising, local activation and wider strategic decisions.
• Support agency and partner relationships where customer success depends on partner delivery.

Shape the Customer Success function

• Build the foundations of a repeatable CS/Growth operating model which can scale with Herdify’s growth; and once timing is right, help hire and manage the first team members
• Collaborate with RevOps to create 
  • onboarding, adoption and customer health workflows
  • KPIs, reports and dashboards needed to surface and present CS and Growth data to Herdify’s leadership

Be the voice of the customer in Product

• Work closely with CPO to help identify and prioritise what should be improved, automated or delivered inside the platform, using structured customer/partner feedback
• Surface manual tasks that could become product features to drive customer adoption and impact

What success looks like:
In the first 3 months

• You understand Herdify’s product, proposition, customer base and delivery model.
• You have taken ownership of the live customer portfolio.
• Sales, Product and Data teams have a clearer view of customer health and delivery priorities.
• You have started identifying expansion opportunities and customer risks.

In the first 6 months

• Customers have a clearer and more consistent onboarding and adoption experience.
• CS reporting is in place and being shared with the leadership team.
• There is a repeatable process for customer health, business reviews, renewals support and expansion identification.
• You have helped Marketing to create stronger customer stories, testimonials and case studies
• Herdify has a clear view of when and how to make the next CS hire.

In the first 12 months

• Herdify has a scalable Customer Success & Growth operating model.
• Customer adoption, retention and expansion are being managed proactively.
• The CS function has clearer KPIs, reporting and ownership.
• The successful candidate is ready to step into a Head of Customer Success role as the team scales.

Your profile

What we’re looking for
You should be:

• Excited by the idea of building a function, not just joining one.
• Experienced in B2B SaaS Customer Success, ideally in MarTech, AdTech, marketing analytics, media, data or insight platforms.
• Used to working with marketing, acquisition, media, fundraising or agency teams.
• Comfortable managing multiple customers, projects and deadlines at once.
• Action-oriented and comfortable with ambiguity.
• Able to adapt your style to different customer types and seniority levels.
• Commercially aware, with experience identifying expansion opportunities and building senior relationships.

Nice to have

• Experience in a first CS hire, founding CS or early-stage SaaS environment.
• Experience working across both Customer Success and Account Management/Growth.
• Experience with HubSpot CRM.
• Experience building customer health scores, onboarding playbooks, QBR processes or CS reporting.
• Experience hiring or managing junior CS team members.
• Familiarity with marketing measurement, media planning, customer data, audience targeting or campaign performance.

Why us?

Why join Herdify?
This is a rare opportunity to join an early-stage SaaS company at the point where Customer Success becomes a core function.
You will inherit active customer relationships and real expansion opportunities, but you will also have the space to design how CS works.
You will also be joining a business backed by serious behavioural science thinking, with Rory Sutherland as an advisor and a product built around a new understanding of how consumer behaviour spreads in the real world.
If you are a strong Senior CSM or CS Lead who wants to move towards Head of Customer Success, this is an incredibly rare chance to earn that progression by building the function, shaping the customer journey and helping define a new category in behavioural science-led marketing technology.

What you get

Benefits

• Stock options
• 25 days’ annual leave plus public holidays
• Pension scheme
• Annual training allowance
• Choice of laptop, monitor and high-quality kit
• Hybrid working across office, home, client and partner sites
• The opportunity to shape a first-to-market category and build the Customer Success function from the ground up