Customer Success and Support Lead

About Charlie

We’re Charlie and we exist to Make Work Better. We do this by helping small businesses automate their HR tasks so they have the time, headspace and tools they need to build an engaged and high-performing team.

We’re looking for a Customer Success and Support Lead to join our Leadership Team and head up the Customer Success team here at Charlie. 

Come on and join us to Make Work Better!

In this role you will:

• Design, execute and iterate on a CS strategy to improve our customer health metrics and drive down churn (e.g. through feature adoption and education to maximise the value our customers get from Charlie)

• Lead a highly effective Customer Success team by developing our 3 Customer Advocates and ensuring all day-to-day processes are seamlessly run

• Play a key role in our Senior Leadership Team, helping to drive our company strategy and ensuring that we are continuing to build a customer-centric organisation

• Help to drive our upsell programme, by supporting lead generation for our ATS add-on (Charlie Recruit) and leading on the sales and delivery of our premium tier (Charlie Plus) to existing customers

• Effectively collaborate with Product, Sales and Marketing to ensure alignment across our strategic plans and that customer insights are shared to inform decision-making

• This role will be reporting into the COO

Requirements

You must be:

• Experienced in implementing low-touch CS strategies in B2B SaaS

• A confident user of our key tools, particularly Intercom, Calendly and Stripe

• Analytical, data driven and curious about customer behaviour

• An excellent communicator with strong interpersonal skills

• Diligent, organised and a confident multi-tasker

• Self-aware and humble – you know that honest feedback is how you grow, and you’re not afraid to ask for help

Let us know if you are: (these are desirable, but none are required)

• Interested in or have a background in HR/employee wellbeing tech

• Experienced using Hubspot, Heroku dataclips and CS tools

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!

We cannot offer visa sponsorship and you must be able to work in the UK.

Benefits

Compensation Package

• A benchmarked salary from £69,000 to £74,000 based on your level within our progression framework (this role is around a Level 4)

The Way We Work

How we're crafting ownership, belonging and structured flexibility:

• A team of 39 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 5 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 London and LA locations.

• Quarterly “Exploration days” when you can work on whatever across the company

• Bi-annual Review Cycles using our transparent career progression framework, and dedicated personal development time

You can find out more about the Way We Work at Charlie by checking out our Handbook here

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 You 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 + 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 enable your success throughout our interview process.