Customer Success Manager

London, England, United Kingdom Full-time Allows remote

Do you have a desire to change a sector and help shape the way customers are served? Do you want to make a difference to industries notorious for long hours and administrative burden? Are you hands on with a strategic mind? Are you enthusiastic, charismatic and passionate about delighting customers?

Trail is an Operations Management app to guide teams - step by step.  Trail was founded to solve a real world problem. Hospitality and retail teams were struggling with internal systems: tired, complex, old software and paper-based processes - literally reams of paper lists - were creating noise, cognitive load, cluttered offices and unhappy teams.

We’re looking for a Customer Success Manager to help us empower both new and existing customers. Our team is growing and we need friendly, passionate people with the drive to develop the way we work, as well as the customers we serve.

Key responsibilities:

  • Build Customer Relationships
    Be the customer’s first point of contact. You are their advocate and champion. You help customers maximise the value of Trail.
  • Onboard New Customers
    Talk to customers and ensure they reach success as soon as possible. In a competitive SaaS market it’s important customers make the most of a trial and stick with your solution.
  • Be a Trail Evangelist
    Respond to queries, come up with solutions, be the go-to guide for all things Trail.
  • Develop a Strong  Team
    You will help build the Customer team as we continue to grow. You will have input into the strategic direction we take in the coming months and years.
  • Influence the Product
    Work closely with the product and technical teams to continuously improve the design and implementation of the app. are:


  • A creative problem solver
    You’ve found a customer use case we haven’t covered? 2000 users going live next week? Third party integration to manage? No worries - you’ve got this, you're on it and you’re going to tell us what’s needed to make this customer happy.
  • An All-rounder
    You’re organised, self-motivated, and detail-oriented. You understand how to prioritize, multi-task, and perform effectively under pressure.
  • Experienced, enthusiastic or both
    Experience working with SaaS products or working with customers is a bonus but not a necessity. We’re looking for exciting, driven colleagues who bring something to the Trail table. We think potential is more important than a few lines on a CV.
  • Interested in consumer & enterprise technology
    Trello, Mailchimp, Slack, AirBnB and all that jazz? We’re all about consumer tech for enterprise and we’ll expect you to use and speak confidently about your love of the new wave of enterprise apps out there.
  • A possible one-time hospitality/retail worker
    It would be great if you’ve ever worked in a bar, restaurant, shop or hotel. If you have been in charge of stock-taking, rota’ing or front of house in a retail or hospitality company - even if as a holiday job it will help your case but it’s not essential. Our Tech Director worked for Tie Rack when he was at Uni and he’s claiming it...


Why work at Trail?

  • Excellent culture
    We are a small, agile team, developing both in terms of ideas and team, working remotely but culturally joined-up. We are passionate about Trail and about delighting our customers - we want people who can add flavour to the mix.
  • We believe in openness and choice
    We never tie our customers into our software. It’s our job to ensure they love what we offer. We work with many partners. Integration and collaboration are baked into our DNA.
  • You have flexibility over where you work
    We are remote by default but if you’d prefer to work in an office we have excellent facilities near Old St, London.
  • Control
    You will have genuine input and help steer the direction of an exciting product. If you want to take on a project and own it, then be our guest.
  • Opportunity
    This is a ground-floor opportunity to work alongside directors, heads of departments and experts in their fields. Everyone at Trail brings something to the table and we’re always learning from each other.
  • Competitive salary
    You will be rewarded for your hard work with a competitive salary and stock options.


You’ll join a team who work by some simple shared ideas:

  • Users first
    If it’s not right for the user, it’s not right for anyone
  • Do one thing well
    Listen to everyone but the roadmap is ours - help customers focus on value and avoid feature bloat
  • Transparent by default
    Stay honest, and don’t abandon values for convenience
  • Small, nimble and informal
    Promote equality & diversity. Be kind and care for each other
  • Own it
    Take ownership, shape the business and always be learning
  • Trust
    Remote by default but hook up often. You dictate your work hours, no-one has the right to impose outside them