About Performeo
Performeo is an AI-enabled end-to-end casting workflow and performer marketplace, connecting studios to top-tier talent and actors building their careers worldwide.
We are creating a full vertical performer economy, bringing studios, casting directors, talent agents and actors together in ways that have never been possible before, and fundamentally changing how actors are cast and managed around the world.
A fast-growing business with clients across the globe, we already have major film projects being cast through our platform.
About the job
Seeking a driven, ambitious and detail orientated Senior Customer Success Associate to help grow and manage its customers, helping them adopt Performeo quickly and integrate it smoothly for full customer success. This is an exciting opportunity for someone on the upward curve of their career looking to join a dynamic and fast-growing company, the role has scope for real growth and development for the right candidate who is keen to be part of a team heading to be a global leader in the space.
Role overview
As a Senior Customer Success Associate at Performeo you will be at the front line with our customers as they onboard and start using the platform. We are looking for a highly motivated and confident individual who makes the care of the customers their number one priority, making sure the customers feel confident using the platform and ensuring smooth customer relations. We want someone who feels happy getting on the phone and ironing out problems whilst also taking care of the data and the detail and being able to track customer usage. We are looking for someone excited to come in at the early stage of company building and be ready to put systems in place for developing success metrics for the company.
The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform using data to drive innovative communication.
Knowledge of the casting & talent management industry is preferable but not mandatory.
Key Responsibilities
- Onboarding and Account Management: leading client onboarding, ensuring high engagement with platform tools.
- Product Advocacy: Educate clients on new platform features and facilitate feedback loops between founders and the Product team to inform future developments.
- Operational Excellence: Manage the customer journey, ensuring all task flows and playbooks are executed accurately to maintain a seamless experience, and troubleshoot issues with a high sense of urgency.
- Customer Relations: Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs.
- Detailed Analysis: Can develop success metrics for the company and put systems in place for continued data analysis through the growth of the platform.
- Product Operation: Track customer usage, feature adoption, and rollout performance.
- Customer Support: Respond to customer queries via call and email, diagnose and resolve customer issues efficiently.
- Judgement and Ownership: Take ownership of problems and ensure they are fully resolved.
Requirements
- Experience working in a customer-facing role, ideally customer success, SaaS support, or related roles.
- Be the voice of the customer – bringing feedback and statistics to the team.
- Confident, strong communication skills.
- High level of proficiency in Excel.
- Confidence in analysing data.
- AI-first approach to research, analysis, and problem-solving
- Comfortable being autonomous, proactive and taking initiative and ownership.
- High attention to detail.
- Excited to come in at early-stage company building and be ready to put systems in place.
- Knowledge of the casting & talent management industry is preferable but not mandatory.
- 5 days a week in central London office (Liverpool Street/Moorgate).
What we offer
- Salary range of £35K to £45K depending on experience
- Eligible for forthcoming Equity scheme
Performeo London, England Office
1 Finsbury Avenue, London, England, United Kingdom, EC2M 2PF
