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- Tasks: Lead the Customer Success team and enhance homeowner communications.
- Company: August is a design-led property company revolutionising second-home ownership in Europe.
- Benefits: Enjoy a competitive salary, hybrid work setup, and a chance to shape luxury experiences.
- Why this job: Join a fast-growing company with a mission to redefine home ownership and make an impact.
- Qualifications: 5+ years in customer success or operations, excellent communication skills, and tech-savvy.
- Other info: Fluency in additional languages is a plus; apply via email with a brief note of interest.
The predicted salary is between 48000 - 84000 ÂŁ per year.
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The Role
We’re looking for a strategic and service-obsessed Head of Customer Success to lead how August communicates with and supports its homeowners. From board meetings to booking systems, concierge services to complex issue resolution—this is a central role shaping how our customers experience August every day.
You’ll oversee all homeowner-facing operations and lead the HX (Homeowner Experience) team with thoughtfulness, pace, and precision.
About August
August is a design-led property company redefining second-home ownership in Europe. We curate and fully manage collections of beautifully renovated homes across iconic locations—offering families the joy of owning multiple holiday homes, without the hassle. Every August home is rooted in local architecture, style, and culture, and comes with a high standard of care and service. Founded in 2018 and headquartered in London, August is now the leading co-ownership platform in Europe.
What You’ll Do
Homeowner Experience & Communications
- Oversee all communications to homeowners—ensuring they’re clear, timely, and on-brand.
- Personally manage complex issues and high-touch clients with professionalism.
- Ensure seasonal updates and peak-period comms are seamless and well-coordinated.
- Reduce inbound queries through better content, processes, and tools.
- Use data to inform strategy and optimise outcomes.
Board & Stakeholder Relations
- Build strong relationships with the boards of each collection.
- Own board and AGM planning and execution across all operational collections.
- Collaborate with Legal, Finance, and Ops to prep and follow up effectively.
- Renegotiate management agreements with an eye on service quality and cost efficiency.
Bookings & Points System
- Oversee booking and points operations, ensuring a fair and efficient experience.
- Partner with Product to improve system performance and UX.
- Design and launch a new concierge service for homeowners.
- Ensure offerings are brand-aligned, commercially viable, and well-integrated into the homeowner journey.
- Collaborate with Operations and Product to integrate these services across all touchpoints.
- Lead and develop the Customer Success team to deliver a consistently excellent experience.
- Set clear expectations, provide ongoing coaching, and support career growth.
About You
- 5+ years experience in senior leadership roles in customer success, guest experience, or operations—ideally in hospitality, or real estate.
- Proven people leader with excellent relationship-building skills.
- A confident and calm communicator—professional, warm, and thoughtful.
- Exceptionally organised, with strong prioritisation skills and attention to detail.
- Comfortable making judgment calls, handling risk, and managing complex requests.
- Fluent in English; French, Spanish or Italian a plus.
- Tech-savvy; familiarity with tools like Monday.com, MEWS, Mailchimp, Figma, or Google Sheets is a bonus.
What We Offer
- A leadership role in a fast-growing company with a mission to redefine second-home ownership
- £60,000–£70,000 base salary + up to £10,000 bonus based on personal and company performance
- A hybrid setup: 3 days/week in our beautiful Bloomsbury office
- Company pension
- The chance to shape how luxury homeowners engage with a brand they love
Our Values
- Urgency – We act quickly, with purpose.
- Excellence – We set a high bar and raise it constantly.
- Resourcefulness – We find creative solutions and adapt fast.
- Ownership Mindset – We take pride and accountability in our work.
- Openness – We communicate honestly and constructively.
- Kindness – We collaborate generously and always act with care.
Interested?
If you\’re excited by this role and think you\’d be a great fit, drop us an email at md@augustcollection.co.uk with a short note on why you\’re interested. Please use the subject line:
“Head of Customer Success Application”.
Seniority level
-
Seniority level
Executive
Employment type
-
Employment type
Full-time
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Head of Customer Success - Luxury Homes employer: August
Contact Detail:
August Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success - Luxury Homes
✨Tip Number 1
Familiarise yourself with August's brand and values. Understanding their mission to redefine second-home ownership will help you align your communication style and approach during interviews, showcasing how you can contribute to their vision.
✨Tip Number 2
Network with current or former employees of August on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your ability to manage complex issues and lead teams effectively. Highlighting your successes in similar roles will help you stand out as a strong candidate for this leadership position.
✨Tip Number 4
Stay updated on trends in customer success and luxury real estate. Being knowledgeable about industry developments will allow you to speak confidently about how you can enhance the homeowner experience at August.
We think you need these skills to ace Head of Customer Success - Luxury Homes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, hospitality, or real estate. Emphasise leadership roles and any specific achievements that demonstrate your ability to manage complex issues and enhance customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for redefining second-home ownership and how your skills align with August's values. Mention specific examples of how you've successfully led teams and improved customer satisfaction in previous roles.
Showcase Your Communication Skills: Since the role requires excellent communication, consider including a brief section in your application that illustrates your communication style. You could mention how you’ve effectively managed high-touch clients or resolved complex issues in the past.
Highlight Tech Savviness: If you have experience with tools like Monday.com, MEWS, or Mailchimp, make sure to include this in your application. Highlighting your tech skills can set you apart, especially since the role involves overseeing booking systems and improving user experience.
How to prepare for a job interview at August
✨Understand the Company Culture
Before your interview, take some time to research August's values and culture. They prioritise urgency, excellence, resourcefulness, ownership, openness, and kindness. Be prepared to discuss how your personal values align with theirs.
✨Showcase Your Leadership Experience
As a candidate for the Head of Customer Success, it's crucial to highlight your previous leadership roles. Prepare specific examples of how you've successfully led teams, managed complex issues, and improved customer experiences in past positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of scenarios where you had to manage difficult clients or resolve complex issues, and be ready to explain your thought process and outcomes.
✨Demonstrate Your Tech Savviness
Familiarity with tools like Monday.com, MEWS, and Google Sheets is a plus. Be prepared to discuss your experience with these or similar platforms, and how you've used technology to enhance customer success and streamline operations.