Customer Success Manager

• Client Success Team lead
• Sales people development experience
• Sales/Customer Success Management

Client Success Manager - Team Lead

Salary:£45,000 to £50,000 per annum base salary depending on experience
Reports into this position: 7
Location: Remote with a team day in London once per month and a monthly visit to the Market Harborough office. (Please note that travel to clients throughout the UK may be required).

Customer Success Team Lead Role:
Working for a marketplace that provides technology to estate agents, enabling buyers and sellers to sell properties online. By partnering with estate agents, we aim to make property transactions fast, certain, and transparent.
The Customer Success Team Lead plays a crucial role in delivering high service levels. As the operational people manager, your key responsibility is to manage day-to-day operations, ensuring the Customer Success Managers deliver excellent customer experiences. You will work closely with internal and external stakeholders, including the People Lead, tech team, CEO, and Business Development Manager, and be a key contact for customers.

Responsibilities:

• Manage 5 Customer Success Managers, 1 Business Development Executive, and 1 Customer Support Representative.
• Support the CEO in overseeing the Customer Success department and ensuring successful delivery of the customer success strategy.
• Report on key team metrics (revenue, debt, portfolio health, performance) to the Senior Leadership Team monthly.
• Adapt and make necessary changes within the team to align with evolving business needs.
• Conduct weekly one-to-ones with direct reports, providing coaching and feedback.
• Ensure compliance with all people-related policies and procedures.
• Work with the People Lead on recruitment or performance matters.
• Ensure relationships with clients are successfully managed, including discovery calls, check-ins, and QBRs.
• Monitor agent health scores and take action in response to negative changes.
• Continuously improve customer success processes for efficiency.
• Create ad hoc surveys, forms, and landing pages in Hubspot as needed.
• Act as an escalation point for Customer Success Managers to aid in retention and revenue rescue.
• Participate in recruitment interviews for new team members.
• Manage the morale, motivation, and performance of the customer success team.
• Oversee and manage the allocation of new customers within the team.
• Communicate key business updates to internal teams and external stakeholders.
• Coach team members to improve customer interactions.
• Support Customer Success Managers with customer-facing tasks, including conflict management and feedback collection.

Skills Needed:

• Professional communication with a range of stakeholders, both internally and externally.
• Interest and experience in the property and technology sector.
• 6+ years of experience in Customer Success or team leadership.
• Strong people management and problem-solving skills.
• Excellent written and verbal communication skills.
• Interest in becoming a tech and data-driven business.
• Proficiency in IT, including Excel and Hubspot.
• Values-driven individual with a passion for building trust and reliability.
• Innovative mindset and proactive approach.

About Us: We are a rapidly growing tech start-up passionate about revolutionising the property sector. We value proactive individuals who are keen to roll up their sleeves and get involved. Our team is friendly, nationwide, and mostly remote, with a monthly team day in London. We also have a hybrid team based at our Head Office in Market Harborough.

What We Offer:

• Pension
• Private Health
• Unlimited Annual Leave
• Flexible working environment
• Growth opportunities
• Employee of the month
• Annual team away day

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