Customer Success Manager

Join Reincubate: Shape the Future of Video Quality

Are you passionate about helping users achieve incredible results and dedicated to building lasting relationships? Do you thrive in a dynamic, fully-remote environment? We’re searching for a talented and empathetic Customer Success Manager to lead our dedicated customer success team and ensure our users have a truly delightful experience with Camo.

About Reincubate & Our Award-Winning Camo App

At Reincubate, we build powerful software that helps people do more with their technology. Our flagship product, Camo, transforms any modern phone, tablet, or camera into a professional-grade webcam, helping users look and sound amazing in video calls and recordings. From enhancing video quality for everyday users to providing polished setups for global teams and high-profile individuals, Camo is trusted by customers at leading companies like Apple, Google, Facebook, Microsoft, and Amazon, top universities worldwide, and numerous VIPs.

Our work has been recognised internationally, including by HM King Charles III, The New York Times, The Wall Street Journal, and the BBC. We’re a growing, friendly, fully-remote team committed to innovation, integrity, sustainability, and creating products that “just work” and delight our users.

Your Opportunity: Lead Customer Success for Camo

We are hiring a remote Customer Success Manager to take ownership of our customer success strategy and execution for the Camo app. This role is perfect for someone energised by empowering others and deeply invested in understanding and improving the user journey. You’ll work autonomously while collaborating closely with engineering, product, and marketing teams to ensure our users not only succeed with Camo but become advocates for the product. This is a full-time, remote position, and we are specifically looking for candidates based within the GMT or CET timezones to facilitate team collaboration.

Key Responsibilities

• Lead and Mentor: Guide, support, and develop the customer success team to deliver exceptional service and build strong customer relationships.
• Drive Performance: Own and refine CS performance reporting, using data-driven insights and performance metrics to identify areas for improvement and measure team effectiveness.
• Champion the Customer: Act as the voice of the customer internally, advocating for user needs and feedback within the product roadmap and during testing phases.
• Optimise & Innovate: Continuously evaluate and improve our CS tools, processes, and systems to enhance internal data visibility, improve service delivery efficiency, and maximise team capacity through automation and self-service options.

What You Can Expect From Us

Joining Reincubate means becoming part of a supportive and empowering culture. We believe in fostering an environment where you can do your best work:

• Productive Remote Setup: We’ll support you in creating a comfortable and productive home office environment, wherever you are.
• Autonomy & Trust: We trust you to solve complex problems creatively and give you the freedom to manage your work effectively.
• Growth & Development: We are committed to your long-term success, helping you settle into your role, manage your responsibilities sustainably, and grow your skills and career.
• Open Communication: Your opinions and ideas are valued on every topic. We foster an environment of integrity and openness.
• Excellent Benefits: Enjoy 25 days’ paid vacation, truly flexible working hours, remote work as standard, share options, comprehensive healthcare, generous matched pension contribution, and allowances for your home office setup and professional development.

Who We’re Looking For

You might be an ideal candidate if you:

• Possess exceptional organisational and communication skills, both written and verbal.
• Are naturally engaging, energising, and demonstrate deep empathy for users and teammates.
• Have a genuine passion for creating seamless and delightful product experiences; you’re bothered by friction or unnecessary complexity.
• Ideally, you’ll bring proven management experience in leading a Customer Success team, but we are most interested in your potential to grow into and excel in this role.
• Resonate with our core values: creating delight, building products that “just work,” operating sustainably, and maintaining integrity in all interactions.

Maximising Your Application

We appreciate you taking the time to apply. To help us understand if you’re a great fit, we recommend:

• Submitting a CV that clearly and engagingly presents who you are and your relevant experience.
• Taking a few moments to explore our company and values (reincubate.com/about) to understand if our mission aligns with yours.
• Sharing specific examples in your cover letter that demonstrate your skills and experiences related to the responsibilities and traits we’ve outlined.
• We highly value authenticity. While AI can be a tool, we encourage you to write your application in your own voice, as this helps us truly learn about you. Rest assured, a real person reads every single application.