Customer Success Lead

About the Job

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.