Head of Customer Success, Userled
£75-90k
2+ days a week in office
Copilot for enterprise marketing teams
Job no longer available
Copilot for enterprise marketing teams
21-100 employees
Job no longer available
£75-90k
2+ days a week in office
21-100 employees
Company mission
To become the first one-stop-shop for revenue teams.
Role
Who you are
- At least 4+ years of experience in Customer Success leadership ideally within a fast-growing SaaS startup.
- Strategic & entrepreneurial mindset – You don’t just follow playbooks—you create and refine them. You thrive in early-stage startups, move fast, and build scalable processes. You take ownership, anticipate challenges, and drive impact. Founding your own business is a strong plus
- High-level execution & adaptability – You seamlessly zoom in (execute hands-on work when needed) and zoom out (develop and execute long-term strategy) to align customer success with company growth
- Cross-functional leadership – You partner effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives, drive retention, and fuel expansion
- Exceptional communication & executive presence – You are clear, concise, and persuasive in writing, speaking, and presentations. You can influence stakeholders at all levels, from C-suite executives to frontline team members
What the job involves
- Userled is looking for a Head of Customer Success to scale our Customer Success function as we grow to 1,000+ customers. We’re growing fast - after raising a £4M seed round, we’ve 10x’d our ARR this year. Over the past 12 months, we’ve onboarded some of the biggest names in B2B SaaS (e.g., Canva, Pigment). Now, we need someone with a founder’s mindset to drive customer retention, adoption, and expansion from the ground up
- You will manage two CSMs, who will primarily focus on onboarding, product adoption, CSM operations, and customer support, while you focus on Customer Success and Account Management. This is real-world, high-speed career acceleration
- Build the Customer Success playbooks for the CS teams
- Deeply understand customer needs & pain points to unlock the full potential of Userled
- Lead strategic customer engagement by running Quarterly Business Reviews (QBRs) & Monthly Business Reviews (MBRs) to drive alignment and expansion opportunities
- Manage the feedback product and ensuring clear follow-up on product roadmap with clients
- Own renewals, ensuring customers see continuous value in Userled and be the leading voice when something goes wrong with an account - leading difficult conversation when your team need your help
- Identify upsell & cross-sell opportunities, working closely with Sales to drive expansion
- Own & refine the onboarding process, ensuring customers activate and engage quickly with the support of Support Engineers
- Help CSMs lead product training sessions, equipping customers with best practices for adoption
- Help the CSMs build scalable education materials (videos, guides, FAQs) to streamline onboarding
- Support the CSMs in real-time customer interactions via Slack, ensuring fast, high-quality support
- Work with Support Engineers & Product teams to troubleshoot, escalate, and resolve technical issues
Application process
- Hiring Manager Interview: An introductory conversation with Tristan (Co-founder & CPO) to learn about your experience and fit
- Case Study: Showcase your skills and approach to real-world content challenges
- Meeting with the CEO: A specific meeting with Yann (Co-founder & CEO)
- Culture Fit Interview: A final discussion to ensure alignment with our values and team dynamics
Salary benchmarks
Our take
Digital marketing mainly relies on finding, selecting and reviewing ad keywords in the hope of capturing attention, but even when this approach does pique someone's curiosity enough to click on a link it usually redirects them to a bland, one-size-fits-all website. Userled exists to make sure this marketing spend isn't wasted using templates to generate personalised websites based on each individual marketing campaign.
Userled approaches this with a streamlined no-code product, allowing marketing teams to construct customer journeys that greatly increase conversion rates and allow companies to provide a more personal and relevant experience for their communities. The platform helps businesses reduce the delivery time of buyer experiences, enabling the creation of swift and impactful engagement strategies while monitoring the impact of personalisation on their pipeline seamlessly.
With Google and Apple announcing the deprecation of 3rd party cookies, a market downturn & increased focus on capital efficiency make Userled even more vital a tool for companies. It has grown a respectable client base including the likes of Firebolt and Vanta. With funding to its name, the next steps for the company include continued hiring to build upon its marketing technology products.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2024
$5.3m
Early VC
Total funding: $5.3m
Company benefits
- 25 day holiday plus bank holidays to relax and fuel up!
- Apple hardware
- Monthly socials in London
- Team off-site in fun places! (We've been to Bath, Lancaster & Corfu so far)
- Enhanced parental leave
- A cool office in central London (Shoreditch/Old Street) with access to a private gym!
Company values
- We put users first: We prioritise users by working backwards from their most important problems
- We push boundaries together: We are passionate about excellence and constantly push the boundaries to deliver outstanding results
- We take ownership: We all act as entrepreneurs owner of our project from A to Z
- We move fast & share what we know: We act with specific goals in mind and constantly improve what we do. We take career development seriously and we share everything that we know
- We valued diversity of profiles and views: We actively foster an environment of inclusion where everyone feel comfortable to be themselves and to share their opinions
- We have fun & care about each other: We believe that work should be a joyful experience. We foster a workplace culture that celebrates success, embraces festivities, and prioritises the wellness of every team member
Company HQ
London, UK
Leadership
Yann Sarfati
(Co-Founder & CEO)Former Head of Sales at incident.io. Co-founder and former CEO of Revive. Previously Enterprise Sales Manager, Analytics at Salesforce. Co-founded Eliott.
Tristan Saunders
(Co-Founder & CTO)Former Lead Software Engineer at nate. Previously Tech Lead at American Express. Co-founder and former CTO of Revive.
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