Management Work, Jobs (with Salaries)

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3d

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Customer Success Lead

Software Works for You Ltd -
Remote

Quick apply

Job details

Full-time
£40,000 - £50,000 a year
3 days ago

Qualifications

IT
SaaS

Full job description

Customer Success Lead

Remote, UK-based.
Salary £40,000–£50,000 depending on experience.
Reports to the COO.
Path to the leadership team.

Why this role exists

We're a platform thousands of UK gas and heating engineers use to run their jobs, scheduling, quoting, invoicing and compliance. Keeping those customers successful — getting them to value fast and keeping them for years, is one of the most important things we do as a business.

We're looking for someone to own that outcome. Not just to "do customer success" — to be personally accountable for retention and trial-to-paid conversion, lead the small team that delivers it, and stay close enough to customers to know exactly why they stay or leave.

This is a hands-on leadership role. You'll spend lots of time on the phone with customers — onboarding the new ones, saving the at-risk ones — and also leading the team, owning the numbers, and sharpening the systems we use to spot trouble early. It's a genuine route onto our leadership team for the person who proves they can own and move the number.

What you'll own:

Conversion, retention and expansion. Trial-to-paid conversions, churn, and expansion are owned by you and your team. You set the plan to move them, you report on them, and the buck stops with you.
Customer conversations. You'll do save calls and expansion calls yourself — this is not a dashboard-only job. More than half your week is talking to real engineers about their real businesses.
A small team. You'll lead our 1st-line support and customer success effort, handle the escalations no one else can, and grow the people under you.
Our early-warning system. We use AI heavily to flag at-risk customers and do the heavy analysis. Your job isn't to build it — it's to make it smarter, by feeding back what you learn on the calls that the data alone can't see.
The customer's voice internally. You'll sit in product and pricing conversations and make sure the engineer on the end of the phone is represented.

What we're looking for:

A track record of owning a number, not just hitting activity targets. You've personally been accountable for a churn, retention or conversion metric — and you can tell us what it was when you started, what it was when you left, and what you did to move it.
Real customer-success or support experience in SaaS — you've lived the trial-to-renewal lifecycle, not just read about it.
You lead from the front. You're comfortable managing a small team and staying personally hands-on with customers. You don't think calls are beneath a lead.
Commercial instinct. You connect what happens on a call to revenue, and you make trade-offs about where to spend limited time.
Curiosity about the systems. We'll hand you an AI-driven health-scoring model and ask you to make it better with what you know. You don't need to code — you need to think in signals: "customers who never add a second engineer churn at renewal — we should be flagging that."
You know the trade, or you'll learn it fast. Familiarity with UK gas safety / heating, or genuine appetite to understand the people who do this work.
Comfortable with our toolkit — Intercom, HubSpot, and product analytics (Amplitude or similar).

What this role is not:

It's not a queue-management or ticket-closing job. We have support for that — you'll lead it.
It's not a backseat analyst role. You'll be on the phone every week.
It's not a coding job. You'll shape our AI tools, not build them.

What you get
A role where you own a number that genuinely matters to the business, the autonomy to run it your way, AI doing the grunt analysis so you can focus on judgment and customers, and a real path onto the leadership team of a fast-growing, profitable UK SaaS.

Quick apply

Refine Your Search

Management jobs

Customer Success Lead

Regional Support Manager

Client Relationship Manager

Business Development Manager

Customer Success Manager

Area Manager

Operations Manager (SWTRA)

Chief Business Operations Officer

SPPG_Head of Unscheduled Care band 8c

Benefits Team Manager

Customer Success Team Leader - Mercedes Benz

Compliance Manager

Operational Manager Street Scene

Partnerships Manager

250029 (LI) Screening and Early Detection Strategic Programme Manager

Chief Executive Officer

Head Of Customer Experience

General Manager New Centre Opening

Area Manager

Customer Service Manager

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