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For Companies At a Glance
- Tasks: Lead customer success by analysing data and engaging directly with customers.
- Company: Join a fast-growing SaaS company focused on gas and heating solutions.
- Benefits: Fully remote work, leadership opportunities, and a chance to shape your career.
- Why this job: Make a real impact by improving customer experiences through data-driven insights.
- Qualifications: Experience in customer success, strong analytical skills, and a passion for customer engagement.
- Other info: Dynamic environment with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 £ per year.
About the Role
We are looking for a Customer Success Lead to own the full post-sale experience. This is a hands-on, data-driven role - roughly half your time will be spent digging into product analytics to understand what customers are doing (and where they are getting stuck), and the other half will be spent talking directly to customers to understand the "why" behind the numbers. You will use those insights to design and run experiments - testing new approaches to onboarding, engagement, and retention - then automate what works and move on to the next problem. You will also manage a small team and handle customer support, but the heart of this role is the loop between data, conversation, and experimentation.
If you are the kind of person who gets excited by spotting a pattern in the data, picking up the phone to find out what is really going on, and then building something to fix it - this role is for you.
What You Will Be Doing
- Diving into product analytics (Amplitude, Mixpanel, or similar) to understand how customers are using the platform - where they are engaging, where they are dropping off, and where the opportunities are.
- Having regular conversations with customers to uncover the reasons behind the behaviour you see in the data - why they are not adopting a feature, what is blocking them, what would make things click.
- Designing and running experiments to improve onboarding, activation, retention, and expansion - testing different approaches and measuring what actually moves the needle.
- Automating the experiments that work, building them into repeatable playbooks and workflows so the wins compound over time.
- Tracking and reporting on key CS metrics - NPS, CSAT, churn, time-to-value - and using data to drive decisions rather than gut feel.
- Leading and developing a small customer success and support team.
- Owning the customer lifecycle from onboarding through to renewal and expansion.
- Proactively identifying customers at risk of churning and stepping in early.
- Handling escalations directly when the situation calls for it.
- Introducing AI and automation where it makes the team sharper and customers better served.
- Representing the voice of the customer internally, contributing to product and strategy discussions.
What We Are Looking For
- Proven experience in a customer success or support role within a SaaS environment.
- Comfortable working with product analytics tools such as Amplitude, Mixpanel, Heap, or Pendo - you should be able to pull your own data and spot patterns without needing a data team.
- An experimentation mindset - you naturally think in terms of hypotheses, tests, and measurable outcomes rather than assumptions.
- Genuinely enjoy talking to customers - not just managing them from a dashboard, but getting on calls, asking good questions, and listening carefully.
- A player-coach mindset - comfortable leading others while staying hands-on.
- Strong commercial awareness - you understand how CS connects to revenue and retention.
- Experience with customer platforms such as Intercom, HubSpot, Salesforce, or Zendesk.
- Clear, confident communicator - written and verbal.
- Highly organised and self-directed; thrives working fully remote.
- Right to work in the UK.
Nice to Have
- Experience designing and running growth or retention experiments (A/B tests, cohort analysis, lifecycle campaigns).
- Experience working in a scaling SaaS business.
- Hands-on experience with AI tools or automation in a support or CS context.
- Familiarity with product-led growth (PLG) models and how CS operates within them.
- Involvement in cross-functional decisions beyond your immediate team.
What We Offer
- 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 will be at the heart of how customers experience the UK's leading platform for gas and heating businesses. This is not a traditional CS role where you are just managing relationships from a spreadsheet - you will be in the data every day understanding what is happening, on calls with customers finding out why, and running experiments to make things better. It is analytical, it is hands-on, and it is directly connected to how the business grows.
It is a brilliant opportunity for someone who combines strong customer instincts with a data-driven, experimental approach - someone who is ready to step up, take ownership of two functions, and make a real impact inside a growing SaaS business. If you enjoy the loop of measure, talk, test, and automate, we would love to hear from you.
Customer Success Lead in London employer: Software Works For You Ltd
Contact Detail:
Software Works For You Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead in London
✨Tip Number 1
Get to know the company inside out before your interview. Dive into their product, understand their customer base, and check out their latest updates. This will not only help you answer questions better but also show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your storytelling skills! Be ready to share specific examples of how you've used data to drive customer success in the past. Think about times when you spotted a pattern and took action – those stories will resonate with the hiring team.
✨Tip Number 3
Don’t shy away from asking questions during your interview. Show your curiosity by inquiring about their current challenges or how they measure success in customer engagement. This not only demonstrates your interest but also gives you valuable insights into the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and keen to be part of our team at StudySmarter.
We think you need these skills to ace Customer Success Lead in London
Some tips for your application 🫡
Show Your Data Skills: Make sure to highlight your experience with product analytics tools like Amplitude or Mixpanel. We want to see how you’ve used data to drive decisions and improve customer experiences.
Be Customer-Centric: In your application, share examples of how you've engaged with customers directly. We love candidates who genuinely enjoy talking to customers and can demonstrate their ability to listen and respond to feedback.
Experimentation Mindset: We’re looking for someone who thinks in terms of hypotheses and tests. Include any relevant experiences where you’ve designed experiments or A/B tests to improve customer success metrics.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting role.
How to prepare for a job interview at Software Works For You Ltd
✨Know Your Data Tools
Familiarise yourself with product analytics tools like Amplitude or Mixpanel before the interview. Be ready to discuss how you've used these tools in past roles to identify customer behaviour patterns and drive decisions.
✨Engage with Customers
Prepare examples of how you've interacted with customers in previous positions. Highlight your ability to ask insightful questions and listen actively to uncover the 'why' behind their behaviours.
✨Experimentation Mindset
Showcase your experience with designing and running experiments. Be prepared to discuss specific tests you've conducted, what you learned from them, and how you applied those insights to improve customer success metrics.
✨Demonstrate Leadership Skills
As this role involves managing a small team, think of examples where you've led others while remaining hands-on. Discuss how you balance leadership with direct involvement in customer success initiatives.