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Customer Success Manager (UK, Remote)
Time To Scale — Websites & Marketing Systems for Trades
Remote (UK-based, occasional travel may be required) £26,000–£32,000 per annum (dependent on experience) Full-time, 37 hours/week, Monday–Friday, 3-month probation period
About Us
Time To Scale builds websites and marketing systems for tradespeople and local businesses across the UK — from plumbers and electricians to heating engineers. We've helped 200+ trade businesses get found on Google, convert more enquiries into booked jobs, and stop good leads slipping through the cracks.
We're a growing team that cares about doing right by our clients — no jargon, no empty promises, just results. Now we're looking for a Customer Success Manager to be the friendly, reliable face our clients hear from after they sign up — making sure their website launches smoothly, their local presence is set up correctly, and they feel genuinely supported throughout their time with us.
The Role
As Customer Success Manager, you'll be the main point of contact for our trade business clients from the moment they come on board. You'll manage the onboarding process, keep an eye on account health, spot opportunities for clients to get more from their plan, and make sure nothing falls through the cracks.
Key Responsibilities
- Own the client relationship post-sale — onboarding, check-ins, and ongoing support
- Coordinate website launches with our back-office build team, including setting up DNS records and business email correctly
- Set up and manage Google Business Profiles, including troubleshooting and resolving suspended or unverified profiles
- Monitor account health and proactively flag clients at risk of churning
- Identify and pitch opportunities for account growth (e.g. Advanced SEO, PPC add-ons)
- Chase and support clients on gathering reviews, providing content, and hitting launch milestones
- Communicate clearly with clients via phone, email and SMS — professional, friendly, and straight-talking
- Keep internal systems and CRM notes up to date
- Eye for detail when proof reading websites
What You'll Need
- Experience in a customer success, account management, or client services role
- A genuinely customer-focused mindset — you take ownership of problems and follow through
- Practical understanding of launching websites, including how DNS records work (A records, MX records, CNAME, nameservers) and how to set up business email
- Working knowledge of Google Business Profiles — particularly how to resolve suspended or unverified listings
- Confident, clear communicator, comfortable managing multiple client relationships at once
- Comfortable working independently in a remote role
- Based in the UK, with the right to work in the UK
Nice to Have (not essential)
- Familiarity with local SEO concepts
- Experience working with or for trades/local service businesses
- Experience with CRM or all-in-one inbox tools (e.g. GoHighLevel)
You don't need web design or development experience — we have a dedicated back-office team who handle the actual site builds. This role is about the client relationship, the technical handover pieces (DNS/email/GBP), and making sure clients get results.
What We Offer
- £32,000 per annum
- Remote working, UK-based
- 25 days annual leave + 8 UK bank holidays
- Workplace pension scheme
Pay: £32,000.00 per year
Benefits:
- Casual dress
- Company pension
Experience:
Work Location: Hybrid remote in Magor NP26
