Founding Customer Success Lead in Exeter

Marble is a climate tech venture studio. We partner with scientists, engineers, and operators to create companies solving hard climate problems in the world's largest industries. Our first 12 companies are building transformative products across energy, industry, agriculture, and climate resilience. 100% have been successful in raising follow‑on to date. We are looking to partner with exceptional individuals to create our next venture.

Empowering the Trades: The UK’s 885,000 construction micro‑businesses deliver £49bn of small construction projects each year. Most run on WhatsApp, spreadsheets, and memory. The unstructured approach costs roughly 20% of each job in scope drift, rework, untracked changes, and delayed compliance. The industry is also highly wasteful, with 13% of materials never being used and construction accounting for 61% of the UK’s landfill. We are reliant on this highly fragmented industry to refurbish our buildings to meet performance needs and the targets of the Climate Change Act. However, at current rates, it will take 100+ years to decarbonise the UK’s built environment.

We are building an AI‑native operating system for independent installers to ease administrative burden, reduce project costs, and accelerate business growth. Our technology empowers tradespeople to grow their business, gain professional independence and administrative efficiency. By de‑risking installations for both the contractor and the customer, we will enable the UK to cost‑effectively scale delivery across millions of buildings.

About the Role: As our Founding Customer Success Lead, you will be the primary driver of installer relationships and product‑market insight. You will report to the CEO and be the customer’s voice in product, hiring, and strategy decisions. This is a role for someone who understands how construction businesses actually operate: the pressure, the pace, and the compromises. You will need to build trust with installers and get into the detail of their workflows and pain‑points. You will then translate that into clear, actionable direction for the technical team.

• Core Responsibilities:
• Own the installer relationship from on‑boarding to repeat usage: Be the consistent human point of contact for customers from activation through their first jobs on the platform. Maintain installer relationships, triage issues, manage the customer pipeline, and provide weekly status updates.
• Translate site reality into product priorities: Spend time on site and with installers to understand what the real issues are, document what works, what confuses, and what is missing, bring these insights to product meetings in an actionable way.
• Documentation and compliance checking: Review AI‑generated scope documents, compliance packs, and accreditation paperwork with a careful eye. Compile libraries of relevant industry documentation to create a knowledge base. Be diligent enough to spot when something looks wrong.

Who We Are Looking For: You are a strong fit if you recognise yourself in most of the following.

• Skills:
• Relationship building under pressure: You earn trust with people who’ve been let down by software promises before. You are comfortable on the phone, on site, and saying “I don’t know, but I’ll find out”.
• Construction‑native communication: You know how to talk to tradespeople because you’ve worked alongside them. You understand their pain because you’ve lived some version of it.
• Product instinct: You notice when a workflow doesn’t match how people actually work – and you can articulate what needs to change.
• Detail and diligence: You can spot the line that doesn’t add up and you check your work. You document evidence accurately, identify ambiguity, and critically assess sources of information.
• Tech‑native: You use AI tools in your own work and you pick up unfamiliar systems quickly.
• Commercial instinct: You’ve worked in or alongside a small business, understand how value is created and what is important for the installer’s bank balance.

Expected Culture: Empathy without deference: You advocate for installers but push back when something isn’t right. Self‑directing: You don’t wait to be told. If you can solve it, you solve it. If you can’t, you elevate clearly. Honest broker: You tell the product team what installers actually said. You tell installers what the product actually does. Comfortable with ambiguity: Pre‑Seed means the role changes shape and evolves with you. You’re energised by that. Mission‑driven: You care about climate, trades, and giving small businesses tools previously only affordable for large firms.

Backgrounds That Might Fit: A project manager or contracts coordinator from a construction, mechanical, or electrical firm who is ready for something new. A field operations lead from a renewables installer, solar firm, or heat pump company. A product manager, account manager, customer success or on‑boarding specialist with knowledge of construction‑tech or trades‑tech company. A site manager or quantity surveyor who has moved into an operational or client‑facing role and wants to be closer to product.

Bonus Points:

• Familiarity with MCS, Building Regs, or similar accreditation and compliance frameworks.
• You have used or evaluated field management tools (e.g., Jobber, Fergus, BigChange, Commusoft) and have opinions about what they get wrong.
• You have an appreciation for design and UX.
• You have worked in or alongside renewable energy installations.
• You speak a second language commonly spoken on UK construction sites.

What We Offer: As a founding customer lead, you will partner the current Founder in Residence who has been developing this project as CEO over the last 12 months. The founder has 20+ years of product development experience in the construction industry, ML and Computer Vision. Most recently, he was responsible for an AI powered quality assurance system used by automotive OEMs, and before that built and scaled a robotic tool and installer operating system that delivered over 5,000 installs with zero compliance failures.

We offer (among other things):

• Contract: This role can begin as fractional (2–3 days per week) with a clear path to full‑time, or start full‑time from day one, we will discuss what works for both sides. Based in, or near Bristol or Exeter, with regular co‑located working in the South West. Expect 2–3 days per week on site or with installers during on‑boarding phases.
• Salary: Competitive for Pre‑Seed stage, discussed openly during the process.
• Equity: Significant early‑stage equity. This is a founding‑team role and the equity reflects that.
• Autonomy: Real ownership of installer relationships and product direction. You will shape the company, not just work for it.
• Mission: Direct, measurable impact on how independent tradespeople run their businesses and contribute to the UK’s net‑zero transition.
• Tools: Modern development and AI tools, a founder who has built and exited twice before, and a product roadmap shaped by over 100 installer interviews.