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For Companies At a Glance
- Tasks: Lead Customer Success and Account Management, driving customer retention and expansion.
- Company: Userled is a fast-growing B2B SaaS company with big-name clients like Canva.
- Benefits: Enjoy hybrid work, competitive salary, equity, and fun team events in London!
- Why this job: Join a dynamic team where your impact shapes the brand and drives innovation.
- Qualifications: 4+ years in Customer Success leadership, ideally in a fast-paced SaaS startup.
- Other info: Work closely with founders and have the chance to influence company strategy.
The predicted salary is between 60000 - 84000 £ per year.
Job Description
Userled is looking for a Head of Customer Success to scale our Customer Success function as we grow to 1,000+ customers. We’re growing fast – after raising a £4M seed round, we’ve 10x’d our ARR this year. Over the past 12 months, we’ve onboarded some of the biggest names in B2B SaaS (e.g., Canva, Pigment). Now, we need someone with a founder’s mindset to drive customer retention, adoption, and expansion from the ground up.
You will manage two CSMs, who will primarily focus on onboarding, product adoption, CSM operations, and customer support, while you focus on Customer Success and Account Management. This is real-world, high-speed career acceleration.
What You’ll Do
1️⃣ Customer Success
- Build the Customer Success playbooks for the CS teams
- Deeply understand customer needs & pain points to unlock the full potential of Userled.
- Lead strategic customer engagement by running Quarterly Business Reviews (QBRs) & Monthly Business Reviews (MBRs) to drive alignment and expansion opportunities.
- Manage the feedback product and ensuring clear follow-up on product roadmap with clients
2️⃣ Account Management
- Own renewals, ensuring customers see continuous value in Userled and be the leading voice when something goes wrong with an account – leading difficult conversation when your team need your help.
- Identify upsell & cross-sell opportunities, working closely with Sales to drive expansion.
3️⃣ Onboarding & Product Training
- Own & refine the onboarding process, ensuring customers activate and engage quickly with the support of Support Engineers.
- Help CSMs lead product training sessions, equipping customers with best practices for adoption.
- Help the CSMs build scalable education materials (videos, guides, FAQs) to streamline onboarding.
4️⃣ Customer Care
- Support the CSMs in real-time customer interactions via Slack, ensuring fast, high-quality support.
- Work with Support Engineers & Product teams to troubleshoot, escalate, and resolve technical issues.
What You’ll Bring
✅ At least 4+ years of experience in Customer Success leadership, ideally within a fast-growing SaaS startup.
✅ Strategic & entrepreneurial mindset – You don’t just follow playbooks—you create and refine them. You thrive in early-stage startups, move fast, and build scalable processes. You take ownership, anticipate challenges, and drive impact. Founding your own business is a strong plus.
✅ High-level execution & adaptability – You seamlessly zoom in (execute hands-on work when needed) and zoom out (develop and execute long-term strategy) to align customer success with company growth.
✅ Cross-functional leadership – You partner effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives, drive retention, and fuel expansion.
✅ Exceptional communication & executive presence – You are clear, concise, and persuasive in writing, speaking, and presentations. You can influence stakeholders at all levels, from C-suite executives to frontline team members.
Nice-to-Have
⭐ Experience in Martech or SalesTech
Why Join Userled?
- Impactful Work: Be part of a fast-growing company where your content will directly shape the brand and influence enterprise-level decision-makers.
- Innovative Environment: Join a forward-thinking team that values creativity and experimentation. You’ll have the opportunity to take creative risks and bring bold, innovative ideas to life.
- Growth Opportunities: With our rapid expansion, you’ll have ample opportunities to grow your career, learn new skills, and take on more responsibility.
- Industry Leadership: Help position Userled as a media leader in the enterprise sales space, driving thought leadership and engaging top-tier companies.
- London-Based, Hybrid Work Model: Enjoy the flexibility of working from home, while being part of a collaborative and connected team.
- Competitive Compensation & benefits: We offer a competitive salary, performance-based incentives, equity, 25 days and local holidays to relax and fuel up! Apple hardware and a budget for desk amenities, Team events in London, Team off-site in fun places! (We've been to Bath and Corfu so far), A cool office in central London (Shoreditch/Old Street) with access to a private gym!
Hiring Process
- Hiring Manager Interview: An introductory conversation with Tristan (Co-founder & CPO) to learn about your experience and fit.
- Case Study: Showcase your skills and approach to real-world content challenges.
- Meeting with the CEO: A specific meeting with Yann (Co-founder & CEO).
- Culture Fit Interview: A final discussion to ensure alignment with our values and team dynamics.
Head of Customer Success employer: Userled
Contact Detail:
Userled Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarize yourself with Userled's current customer success strategies and be prepared to discuss how you can enhance them. Research their existing playbooks and think about innovative ways to refine or expand these processes.
✨Tip Number 2
Showcase your experience in leading customer success teams by preparing examples of how you've driven customer retention and expansion in previous roles. Be ready to discuss specific metrics and outcomes that demonstrate your impact.
✨Tip Number 3
Highlight your cross-functional leadership skills by preparing to discuss how you've collaborated with sales, marketing, and product teams in the past. Think of examples where your collaboration led to successful customer outcomes.
✨Tip Number 4
Prepare for the case study by thinking about real-world scenarios related to customer success challenges. Consider how you would approach onboarding, product training, and customer care to ensure a seamless experience for clients.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Success position. Tailor your application to highlight relevant experiences that align with the job description.
Showcase Your Experience: Emphasize your 4+ years of experience in Customer Success leadership or as a founder. Provide specific examples of how you've driven customer retention, adoption, and expansion in previous roles.
Demonstrate Strategic Thinking: Highlight your strategic and entrepreneurial mindset in your application. Discuss instances where you've created or refined processes, especially in fast-paced environments, to show that you can thrive in a startup culture.
Communicate Effectively: Since exceptional communication is key for this role, ensure your application is clear, concise, and persuasive. Use strong language to convey your ideas and experiences, and make sure to proofread for any errors.
How to prepare for a job interview at Userled
✨Understand the Company and Its Customers
Before the interview, take time to research Userled and its customer base. Understand their needs, pain points, and how Userled's solutions can help them. This knowledge will allow you to speak confidently about how you can drive customer success.
✨Showcase Your Strategic Mindset
Prepare examples from your past experiences where you've created or refined playbooks and processes. Highlight your ability to think strategically while also being hands-on when necessary. This aligns with the entrepreneurial mindset they are looking for.
✨Demonstrate Cross-Functional Leadership Skills
Be ready to discuss how you've effectively collaborated with different teams such as Sales, Marketing, and Product in previous roles. Provide specific examples of how these collaborations led to successful outcomes for customers.
✨Prepare for Difficult Conversations
Since the role involves managing renewals and addressing issues when things go wrong, think of scenarios where you've had to lead tough conversations. Be prepared to discuss your approach and how you ensured customer satisfaction during those times.
