Job Title: Customer Success Lead
- Fully remote from anywhere in the UK
- Full-time
- £35,000 to £50,000 depending on experience
- UK residents only
About The Role:
We are looking for a Customer Success Lead to own the full post-sale experience. This is a hands-on, data-driven role — Some of your time will be spent digging into product analytics to understand what customers are doing (and where they’re getting stuck), and most of your time will be spent talking directly to customers to understand the “why” behind the numbers.
You’ll also manage a small team that handles customer support.
If you’re the kind of person who gets excited by spotting a pattern in the data, picking up the phone to find out what’s really going on, and then building something to fix it — this role is for you.
You will make proactive outbound calls to customers who are not adapted to the main features of the product, whose usage is dropping, or who have already cancelled and churned.
Because our customers are heating and plumbing engineers and gas installers, a background in the Gas Engineering Sector or UK heating and plumbing trade is an advantage.
What You'll Do:
- Diving into product analytics to understand how customers are using our platforms — where they’re engaging, where they’re dropping off, and where the opportunities are
- Having regular conversations with customers to uncover the reasons behind the behaviour you see in the data — why they’re not adopting a feature, what’s blocking them, what would make things click
- With Product team design and run experiments to improve onboarding, activation, retention, and expansion — testing different approaches and measuring what actually moves the needle
- Tracking and reporting on key CS metrics — NPS, CSAT, churn, time-to-value — and using data to drive decisions rather than gut feel
- Leading and developing a small customer success and support team
- Owning the customer lifecycle from trial onboarding through to renewal and expansion
- Proactively identifying customers at risk of churning and stepping in early
- Handling escalations directly when the situation calls for it
- Representing the voice of the customer internally, contributing to product and strategy discussions
What We're Looking For:
- Proven experience in a customer success or support role within a SaaS environment
- Analytical so can spot patterns and understand the meanings behind the numbers
- Comfortable working with product analytics tools such as Amplitude, Mixpanel, Heap, or Pendo
- An experimentation mindset — you naturally think in terms of hypotheses, tests, and measurable outcomes rather than assumptions
- Genuinely enjoy talking to customers — not just managing them from a dashboard, but getting on calls, asking good questions, and listening carefully
- A player-coach mindset — comfortable leading others while staying hands-on
- Strong commercial awareness — you understand how CS connects to revenue and retention
- Experience with customer platforms such as Intercom, HubSpot, Salesforce, or Zendesk
- Clear, confident communicator — written and verbal
- Highly organised and self-directed; thrives working fully remote
- Right to work in the UK
- Based in the UK with good knowledge of UK gas safety regulations, Gas Safe requirements, and heating industry practices
What We Offer:
- Fully remote role - work from anywhere in the UK
- A supportive, close-knit team that genuinely cares about each other and our customers
- Real opportunity to grow within a fast-moving, industry-leading company
Why Join Us?
You’ll be at the heart of how customers experience the UK’s leading platform for gas and heating businesses. This isn’t a traditional CS role where you’re just managing relationships from a spreadsheet — you’ll be in the data every day understanding what’s happening, on calls with customers finding out why, and running experiments to make things better. It’s analytical, it’s hands-on, and it’s directly connected to how the business grows.
It’s a brilliant opportunity for someone who combines strong customer instincts with a data-driven, experimental approach — someone who’s ready to step up, take ownership of two functions, and make a real impact inside a growing SaaS business. If you enjoy the loop of measure, talk, test, and automate, we’d love to hear from you.