Lead / Head of Customer Success & Support

About Charlie: We’re Charlie and we exist to Make Work Better. We do this by helping small businesses automate their HR tasks so that they can get the time, headspace and tools they need to build an engaged and high-performing team. We’re hiring someone to lead and transform our Customer function into a proactive, insight-driven team. You’ll support 3000+ small businesses, build and grow a high-performing team, and shape company strategy as part of our Senior Leadership Team — ensuring customer needs drive every commercial decision we make. Join us to make work better.

In This Role You Will:

• Lead, mentor, and grow a high-performing team across Customer Success and Support (currently 3 team members with plans to grow), embedding strategic thinking and operational excellence across everything we do.
• Play a key role in our Senior Leadership Team, driving company strategy and collaborating cross-functionally to ensure alignment across all strategic plans.
• Define and drive our customer retention and support strategies, partnering with Product, Sales, Marketing to help deliver seamless customer journeys.
• Systematically leverage customer data and insights to evolve our retention and support strategies, optimise the customer journey and propose impactful product improvements across our core product and add-ons.
• Provide leadership and oversight for all customer communications, aiming to enhance customer engagement, build trust, and foster long-term loyalty across all touch-points.
• Responsible for defining and tracking key success metrics that drive business outcomes across Success and Support (e.g. MRR and logo churn, CSAT, response times, NPS, renewal rates).
• Own and optimise our tools (primarily Planhat and Intercom) to set our Customer function up to deliver against business goals.

Requirements:

• You must have:
• Analytical, data driven and curious about customer behaviour.
• Excellent communicator.
• Experience designing low-touch CS strategies.
• Clear strategy setting and ruthless prioritisation.
• B2B SaaS leadership experience (~2-5+ years) across Customer Support and Success.
• Ability to quickly develop deep product expertise.

Let Us Know If You Have:

• Experience with Planhat and/or Intercom.
• Interested in HR and small businesses.

This is a permanent full-time role. We cannot offer visa sponsorship and you must be able to work in the UK.

The Way We Work:

• A team of 37 that genuinely enjoy spending time together, with regular in-person and remote events to foster connection.
• 9 day fortnights, our adjusted work week. We have every other Friday off work and have a meeting-free Wednesday on the five-day weeks to give time for deep work.
• Hybrid-first approach; we optimise for office and remote working to be valued equally, and to be equally valuable.
• Live anywhere in the UK; we have 6 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK.
• 90 bookable "nomad working" days outside of the UK in any timezone each year.
• No fixed working hours; you take ownership over how you get your work done.
• An amazing office space in East London's pet-friendly Second Home, and membership access to their wider locations.
• “Exploration days” when you can work on whatever across the company.
• Two performance reviews every year to support and foster your development.

Compensation Package:

• A benchmarked salary from £75,500 - £84,000.
• £750 yearly Work Your Way Budget (to put toward things like travel to London for company events, home office setup and L&D).
• Access to our Learn Your Way Fund (a company-wide fund to bolster your Work Your Way budget for L&D).
• £30 monthly Wellbeing Budget.
• Private Health Insurance through Vitality.
• 25 days annual leave plus public holidays.
• 4 bookable “Personal days” per year.
• A sabbatical of up to one month paid at 50% of salary, for every 3.5 years worked at Charlie.
• Enhanced Equal Parental Leave policy.

Equal Opportunities Statement:

We are an equal opportunity employer and believe in the power of a diverse, inclusive team. We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion / belief, sexual orientation or age. Please let us know if you require anything which would help enable your success throughout our interview process.