At a Glance
- Tasks: Lead customer success initiatives and enhance customer experience across our social value products.
- Company: Join HACT, a forward-thinking organisation focused on social impact.
- Benefits: Competitive salary, generous leave, pension contributions, and health support.
- Other info: Flexible remote work with opportunities for professional growth and development.
- Why this job: Make a real difference by helping customers thrive with our innovative platform.
- Qualifications: Experience in customer success or account management, ideally in a SaaS environment.
The predicted salary is between 38000 - 42099 € per year.
Length of contract: Permanent
Hours: 35 hours per week, flexitime friendly
Salary: £38,000 rising to £42,099 on successful completion of probation period plus contributory pension scheme with employer matched contributions of 4%–5%
Responsible to: Head of Customer
Line management: None
Location: This position is currently based remotely with the occasional day in the London office and travel to UK based events as required.
Overview
HACT is seeking a Customer Success Lead to own the experience, retention and growth of our customers across our social value products and services. The role sits at the centre of our Growth and Customer teams, working across our Social Value Insight platform (SaaS), consultancy services and programmes, supporting housing associations and sector partners across the UK. You will lead customer onboarding, engagement and renewal, helping customers maximise the value of working with HACT while driving platform adoption, long-term retention and the ongoing development of our customer success approach.
Purpose of the role
To lead and develop HACT’s customer success approach, building strong relationships, driving engagement and retention, and identifying opportunities to grow customer value. You will own the customer experience across onboarding, engagement and renewal, and help shape the processes, tools and ways of working that underpin it.
Responsibilities
- Own a portfolio of customer relationships across our Social Value Insight platform
- Build trusted relationships with customers, understanding their priorities and how HACT can support them
- Be the key point of contact for queries, feedback and support, ensuring timely resolution
- Lead onboarding for new customers, ensuring a consistent, high-quality experience
- Support customers to get the most from HACT’s platform and services
- Design and deliver training and guidance to improve customer confidence and engagement
- Maintain a clear, structured approach to ongoing customer engagement
- Take ownership of customer retention and renewal activity
- Spot opportunities to expand customer value through additional services, support or platform use
- Identify and drive upsell and cross-sell opportunities, working with the Growth team to convert them
- Monitor customer health and proactively address risks
- Use customer feedback and data to identify trends, challenges and opportunities
- Refine and develop customer success processes and approaches
- Support how HACT delivers customer success across multiple workstreams
- Feed customer insight into product and service development
- Maintain accurate customer data within CRM and internal systems
- Track customer engagement, usage and key metrics
- Provide insight and reporting to support internal decision-making
- Work closely with product, consultancy and programme colleagues to ensure a joined-up approach to delivery
- Work across product, delivery and growth teams to align customer needs with organisational priorities
- Champion a consistent customer experience across HACT
- Act as an internal advocate for the customer
Person Specification
- Experience in customer success, account management or a similar role
- Experience managing and retaining customer relationships, ideally in a SaaS or service-based environment
- Comfortable owning a customer portfolio and managing relationships independently
- Commercially aware, with an eye for opportunities to grow customer value
- Understanding of customer lifecycle, retention and engagement principles
- Experience working with SaaS platforms and/or service-based delivery models
- Able to quickly understand and communicate platform functionality, adapting to each customer’s needs
- Excellent written and verbal communication skills
- Strong interpersonal skills and ability to build trust with a range of external stakeholders
- Confident working independently in a small organisation, with the ability to communicate effectively with colleagues and senior stakeholders
- Able to interpret data and customer insight to inform decisions
- Strong problem-solving skills and a proactive approach
- Experience designing and delivering onboarding and training for customers
- Highly organised, able to manage multiple priorities across different workstreams
- Experience using CRM systems, ideally HubSpot
- Experience selling to or working with housing associations, local authorities or charities
- Experience contributing to process or service improvement
- Experience using and applying AI-driven tools to enhance customer success activities
Benefits
- Up to 5% matched contribution to the HACT pension with life insurance
- 27 days paid annual leave per year (3 compulsory days leave between Christmas and New Year) rising to 30 days after three years, plus 8 days for Bank Holidays
- BYOD payment annually and access to interest-free loans for personal equipment
- Access to an Employee Assistance Programme and a range of health and wellbeing support
Customer Success Lead employer: Lintel Trust And Hact
HACT is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible work environment with the opportunity to work remotely while occasionally collaborating in the London office. With a strong focus on customer success, HACT fosters a culture of teamwork and innovation, providing comprehensive training and support to ensure employees thrive in their roles. The company also offers competitive benefits, including a generous pension scheme, ample annual leave, and access to health and wellbeing resources, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to see you shine, so practice common interview questions and think about how your experience aligns with their needs.
✨Tip Number 3
Showcase your skills during interviews! Bring examples of how you've successfully managed customer relationships or improved processes in previous roles. We love seeing real-life applications of your expertise.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Lead role. Highlight your experience in customer success and how it aligns with HACT's mission. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves building relationships, it's crucial to demonstrate your excellent written communication skills. Use clear and concise language in your application to reflect how you would communicate with our customers.
Highlight Relevant Experience:Don’t forget to mention any experience you have with SaaS platforms or account management. We’re looking for someone who understands customer engagement and retention, so make that shine through in your application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Lintel Trust And Hact
✨Know Your Customer Success Stuff
Make sure you brush up on customer success principles, especially in a SaaS environment. Understand the customer lifecycle and be ready to discuss how you can enhance customer engagement and retention.
✨Showcase Your Communication Skills
Since this role involves building strong relationships, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated with customers and resolved their issues in the past.
✨Demonstrate Problem-Solving Abilities
Be ready to share specific instances where you've tackled challenges or improved processes. Highlight your analytical skills and how you've used data to inform decisions that benefited customer relationships.
✨Prepare for Scenario Questions
Think about potential scenarios you might face in this role, like onboarding a new customer or addressing a retention issue. Prepare your approach to these situations, showcasing your proactive mindset and ability to drive customer value.
