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 in London 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 engaging with colleagues in the London office. With a strong focus on customer success, HACT fosters a collaborative culture where employees can thrive, supported by generous benefits such as a contributory pension scheme, extensive annual leave, and access to health and wellbeing resources, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially the Social Value Insight platform, so you can speak confidently about how you can contribute.
✨Tip Number 3
Showcase your customer success skills during interviews. Share specific examples of how you've built relationships, driven engagement, and improved customer experiences in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at HACT.
We think you need these skills to ace Customer Success Lead in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success and SaaS environments. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since this role involves building relationships and engaging with customers, it’s crucial to demonstrate your excellent written communication skills. Use clear, concise language and make sure your application is free from typos – we love attention to detail!
Highlight Your Problem-Solving Abilities:We’re looking for someone who can tackle challenges head-on. Share examples of how you’ve used data and customer feedback to improve processes or resolve issues in previous roles. This will show us you’re proactive and analytical!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes it easier for us to keep track of all the amazing candidates like you!
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 Your Analytical Mindset
Be prepared to discuss how you've used data to inform decisions in previous roles. Think of specific instances where you identified trends or challenges and how you addressed them to improve customer satisfaction.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer situations. Think through potential scenarios related to onboarding, upselling, or addressing customer concerns, and outline your approach to each.
