Lead / Head of Customer Success & Support
Employer: Charlie HR
Location: Hybrid-first approach; we optimise for office and remote working to be valued equally, and to be equally valuable. Live anywhere in the UK; we have 6 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK.
Working hours: Full time, 9 day fortnights — our adjusted work week. We have every other Friday off work and have a meeting-free Wednesday on the five-day weeks to give time for deep work.
Salary: £75.5K-84K / year
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About Charlie
We’re Charlie and we exist to Make Work Better. We do this by helping small businesses automate their HR tasks so that they can get the time, headspace and tools they need to build an engaged and high-performing team.
We're hiring someone to lead and transform our Customer function into a truly proactive, insight-driven team. You'll support 3000+ small businesses, build and grow a high-performing team, and shape company strategy as part of our Senior Leadership Team — ensuring customer needs drive every commercial decision we make.
Come on and join us to make work better!
In this role you will:
Lead, mentor, and grow a high-performing team across Customer Success and Support (currently 3 team members but with plans to grow), embedding strategic thinking and operational excellence across everything we do
Play a key role in our Senior Leadership Team, driving company strategy and collaborating cross-functionally to ensure alignment across all strategic plans
Define and drive our customer retention and support strategies, partnering with Product, Sales, Marketing to help deliver seamless customer journeys
Systematically leverage customer data and insights to evolve our retention and support strategies, optimise the customer journey and propose impactful product improvements across our core product and add-ons
Provide leadership and oversight for all customer communications, aiming to enhance customer engagement, build trust, and foster long-term loyalty across all touch-points
Responsible for defining and tracking key success metrics that drive business outcomes across Success and Support (e.g. MRR and logo churn, CSAT, response times, NPS, renewal rates)
Own and optimise our tools (primarily Planhat and Intercom) to set our Customer function up to deliver against business goals
Requirements
You must have:
Analytical, data driven and curious about customer behaviour
Excellent communicator
Experience designing low-touch CS strategies
Clear strategy setting and ruthless prioritisation
B2B SaaS leadership experience (~2-5+ years) across Customer Support and Success
Ability to quickly develop deep product expertise
Let us know if you have:
Experience with Planhat and/or Intercom
Interested in HR and small businesses
We will still consider applications even if you don't meet every single one of the above requirements, so don't be put off if you don't match them absolutely perfectly! This is a permanent full-time role. We cannot offer visa sponsorship and you must be able to work in the UK.
The Way We Work
How we're crafting ownership, belonging and structured flexibility:
A team of 37 that genuinely enjoy spending time together, with regular in-person and remote events to foster connection
9 day fortnights, our adjusted work week. We have every other Friday off work and have a meeting-free Wednesday on the five-day weeks to give time for deep work
Hybrid-first approach; we optimise for office and remote working to be valued equally, and to be equally valuable
Live anywhere in the UK; we have 6 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK
90 bookable "nomad working" days outside of the UK in any timezone each year
No fixed working hours; you take ownership over how you get your work done
An amazing office space in East London's pet-friendly Second Home, and membership access to their wider locations
“Exploration days” when you can work on whatever across the company
We have two performance reviews every year to support and foster your development
You can find out more about the way we work at Charlie by checking out our Handbook here
Compensation Package
A benchmarked salary from £75,500 - £84,000
Benefits£750 yearly Work Your Way Budget (to put toward things like travel to London for company events, getting your home office setup and your L&D)
Access to our Learn Your Way Fund (a company-wide fund that folks can apply to, to bolster their Work Your Way budget for L&D purposes)
£30 monthly Wellbeing Budget
Private Health Insurance through Vitality
25 days annual leave plus public holidays
4 bookable “Personal days” per year for when you can’t bring your full self to work
A sabbatical of up to one month paid at 50% of salary, for every 3.5 years worked at Charlie
Enhanced Equal Parental Leave policy
Equal Opportunities Statement
We are an equal opportunity employer and believe in the power of a diverse, inclusive team. We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion / belief, sexual orientation or age. Please let us know if you require anything which would help enable your success throughout our interview process.
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