Customer Success Manager

About the Job

🎯 Customer Success Manager

🌍 London, N4

🏛️ 4 days in our office, 1 day working from home (choose from Tue-Thu)

💰 £40-50k per annum plus on target bonus of £20k

Join Shellworks as a Customer Success Manager and help us materialise a better future by eliminating plastic pollution.

About Shellworks

At Shellworks, we’re on a mission to make plastic waste a thing of the past. We’re creating a new generation of materials - sustainable, high-performing, and designed to disappear. By reimagining how materials are made, we’re tackling one of the world’s most urgent environmental challenges.

About the Role

This is a hybrid role combining new business development and customer success. At first, you’ll spend roughly 50% of your time winning new customers and 50% managing and growing existing accounts in the personal care, beauty and cleaning industries. Over time, the focus will shift more toward customer success as our client base and average customer size grows.

You’ll work closely with the founders and sales director, helping us 3x revenue this year and next. This is a role for someone who both enjoys the hunt of sales but also gets real satisfaction from building long-term relationships and delivering a great customer experience.

Your Impact

• Customer Management

  • Keep clients updated on developments, spot upsell opportunities, and secure repeat orders.

  • Build processes for onboarding, account reviews, and customer communication.

  • Ensure we deliver consistently excellent experiences that drive retention and advocacy.

  • Go above and beyond by taking a keen interest in our customers’ business and their industry so that you can anticipate their needs.

• Grow new business

  • Convert inbound leads and identify new opportunities through outreach and referrals.

  • Pitch our products to new customers and close commercial deals.

  • Work with marketing, sales and founders to grow our existing customer average value.

Must haves - we'd love to hear from you if:

• You have 2+ years of experience in a customer-facing role such as BDM, CSM, etc.

• You have previously owned a sales target either for new business, existing book of business or both.

• You strive to exceed customer expectations: keeping clients informed, seeking out opportunities for improved collaboration, problem-solving, etc.

• You're a critical thinker who will constantly strive to improve your own work, the processes in place, and politely challenge the status quo.

• You believe that the high autonomy environment of an early-stage start-up is the right place to unleash your potential.

Expectations and goals:

• Prioritise customer experience to deliver excellent customer outcomes.

• Deliver and design best in class customer relationship practices.

• Sales Acumen is a must for this role, you are excited by ambitious sales targets.

• We plan to 3x our revenues this year and do the same next year. Our existing customers will play a big role in this goal.

What We Offer

🌴 21 days holiday + birthday off + 27-31st December, in addition to all statutory and public holidays

📚 Opportunities for growth and development as we expand and scale our impact

👍 Competitive salary and equity options

🎉 Regular social events and daily catered lunch at the office

🐚 Part of a tightly knit team aiming to make a meaningful social impact.

Join Our Mission

Becoming a part of Shellworks means being part of a team that’s passionate about sustainability and innovation. Our world-class team includes experts in materials science and visionary entrepreneurs dedicated to creating a better future. Together, we’re redefining what’s possible.

Are you ready to help us lead the way in sustainable materials? Apply now and be part of something truly impactful.

Our Values

It Can Be Done - we believe anything is possible. We're action-oriented doers who jump in to proactively solve challenges.

Masters of Our Craft - driven by curiosity, we constantly expand our skills to deliver work that exceeds expectations.

Ambitious By Nature - we set ambitious goals and push ourselves beyond comfort zones, taking ownership of the journey.

We're Singular - we operate as one cohesive team, valuing our diversity and putting the mission above egos or silos