Customer Success Lead

About Us: Software Works for You is the market-leading SaaS platform built specifically for gas and heating companies across the UK. We help engineers, installers, and service businesses run their operations more efficiently - from job management and compliance through to customer communications and billing. We’re a fast-moving, ambitious team on a mission to move from market leader to true dominance in our niche.

The Role: We’re looking for a Customer Success & Support Lead to take ownership of both our Customer Success and Customer Service functions. You’ll manage a small team of two and have the autonomy to shape how we look after our customers from trial through to long‑term retention. This is a hands‑on leadership role. You won’t just be setting strategy and reviewing dashboards – you’ll be in the trenches alongside your team every day. That means jumping on customer calls, handling escalations, running onboarding sessions, building out automations, and doing whatever it takes to make our customers successful. As the team grows, the balance will shift, but right now we need someone who’s excited to roll up their sleeves and execute. You’ll also join the weekly leadership meeting and have a direct voice in company strategy – so you’ll need to be comfortable switching between hands‑on delivery and bigger‑picture thinking.

What You’ll Own:

• Customer Success: Own the trial‑to‑paid journey (non‑product side) – personally engaging with trials, running demos, and making sure new users get to their “aha moment” quickly. Spot and prevent churn before it happens – keeping a close eye on customer health, stepping in early when accounts show signs of disengagement, and ensuring new customers stick around past those critical first few months. Turn happy customers into advocates – building a repeatable engine for reviews, testimonials, case studies, and referrals. Keep a pulse on overall customer health – including NPS, activation, onboarding quality, and expansion opportunities.
• Customer Support: Reduce the need for support in the first place – working with Product and Engineering to fix root causes, cut repeat questions, and make our platform easier to use. Make AI your superpower – driving self‑service resolution, building out AI‑assist and automation workflows, and making support feel effortless for customers. Maintain the high standards we’re known for – our CSAT is already strong and our response times are solid. Your job is to protect that while scaling – and you’ll be picking up tickets yourself when needed.

What We’re Looking For:

• Experience in Customer Success and/or Customer Support in a SaaS or subscription business – ideally someone who’s been a strong senior CSM or support lead and is ready to step up.
• A doer, not just a delegator – you’re comfortable being the one who picks up the phone, writes the email, and fixes the problem, not just the person who assigns it.
• Comfortable with data and dashboards but leads with empathy and commercial instinct – not just spreadsheets.
• Hands‑on experience with AI, automation, or self‑service tooling in a support setting.
• A track record of improving retention, driving conversion, and growing customer value.
• Strong commercial awareness – you understand how customer success drives revenue and can connect your work to the bottom line.
• Experience coaching and developing a small team while carrying your own workload.
• Comfortable contributing at leadership level – you can zoom out to company strategy and zoom back in to a customer conversation in the same morning.
• Clear, confident communicator – equally at home on a customer call or in a leadership meeting.

Bonus Points:

• Experience in field‑service, trades, or home‑services SaaS.
• Familiarity with Intercom, HubSpot, or similar customer platforms.
• You’ve built processes and playbooks from scratch rather than just following existing ones.

What We Offer:

• £45,000 - £55,000 salary depending on experience.
• Fully remote – work from anywhere in the UK.
• A seat at the leadership table with real influence over company direction.
• A fast‑moving, ambitious environment where speed and experimentation are valued.
• A genuine growth opportunity – shape two functions, build your team, and grow your career as the company scales.

Why Join Us? You’ll be at the heart of how customers experience the UK’s leading platform for gas and heating businesses. This isn’t a role where you sit on the sidelines – you’ll be hands‑on with customers every day, shaping how we onboard, retain, and delight them, while having a genuine voice in where the company goes next. It’s a brilliant opportunity for someone with strong customer success or service experience who’s ready to step up, take ownership of two functions, and make a real impact inside a growing SaaS business. If you enjoy solving problems, building things that didn’t exist before, and working somewhere your ideas actually get heard, we’d love to hear from you.