Customer Success Team Manager, Coople
$60-65k
+ Stock Shares
2+ days a week in office (Islington, London)
Digital staffing and workforce management platform
Open for applications
Digital staffing and workforce management platform
101-200 employees
Open for applications
$60-65k
+ Stock Shares
2+ days a week in office (Islington, London)
101-200 employees
Company mission
To revolutionise the world of work by providing workers with easy access to high-quality flexible jobs that best suit their life commitments: Coople creates the job app to build a better life.
Role
Who you are
- Proven experience in SaaS customer success leadership—you have led teams in a SaaS environment and understand the mechanics of driving customer value, retention, and growth through a software platform
- 3+ years' experience managing Customer Success or Account Management teams in B2B environments
- Demonstrated success supporting both enterprise clients and SMB segments using a combination of high-touch and scalable success motions
- Experience implementing and optimizing CS processes and tooling(e.g., health scoring, CRM/CSP systems, lifecycle playbooks)
- Strong operational and commercial thinking—you understand how to size opportunities, measure success, and allocate resources effectively
- Experience working in international teams
- Excellent communicator and coach, capable of building high trust with team members and cross-functional partners
- Fluency in Englishis required; German or French is a plus, but not mandatory
What the job involves
- We’re looking for a Customer Success Team Manager with deep SaaS experience to lead our team of Customer Success Managers across the UK and Switzerland
- You will bring a clear view of what great customer success looks like in a SaaS business, helping us embed scalable processes, align around lifecycle management best practices, and deliver a world-class customer experience
- You will manage a growing, internationally distributed team, ensuring excellence in execution across both high-touch enterprise accounts and one-to-many SMB models
- This is a hands-on leadership role, ideal for someone with a strong operational mindset and a passion for enabling customer success at scale
- Lead, coach, and grow a high-performing team of Customer Success Managers (CSMs) working across multiple markets and customer segments
- Bring a best-in-class SaaS customer success playbook to Coople, introducing frameworks for onboarding, adoption, health scoring, renewals, and expansion
- Support the team in navigating complex enterprise relationships, acting as an escalation point and ensuring long-term success planning is in place
- Scale one-to-many engagement approaches for small and medium accounts using automation, templated playbooks, and self-serve content
- Collaborate closely with Sales, Product, and Marketing to deliver a seamless customer lifecycle experience
- Own team operations—streamlining tools, workflows, and reporting to increase efficiency and consistency
- Regularly attend strategic client meetings to deepen understanding of business needs and ensure we deliver on value
- Lead internal change management as Coople shifts to a SaaS-centric business model, evolving the success function accordingly
Salary benchmarks
Our take
The Coople app connects those seeking flexible work on the go with the most suitable jobs available through its unique algorithm. Coople provides 100,000+ workers (“Cooplers”) to thousands of businesses. Companies only pay for the hours worked, making Coople a less expensive and seamless alternative to expensive temporary recruitment agencies.
Beyond the staff matching function, the platform provides end-to-end automation of the HR process; from planning, recruiting, on-boarding and hiring to workforce management, payroll and payments. The platform has attracted companies primarily in the Swiss and British markets.
The company's Series C funding in 2019 aided the automation of the online platform and its expansion within existing markets, as well as financing the company’s launch in the Netherlands and beyond. In 2023, Coople launched an AI tool to help companies save time in writing job descriptions. The market for flexible talent is a growing technology opportunity in Europe, and, with its expanded management team, Coople is in a prime position to further strengthen its market leadership.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2019
$33.5m
SERIES C
Oct 2018
$21m
LATE VC
Total funding: $77.9m
Company benefits
- Employee Stock Ownership Plan for all employees
- Holidays: 8 days above the statutory minimum (28 yearly, excl. bank holidays) and enhanced paid leave (e.g. parental leave, sick leave)
- Free lunch and free afterwork team drinks on Thursdays, regular local and company-wide events and celebrations
Company HQ
Old Street, London, UK
Leadership
Viktor Calabrò
(Executive Chairman)Began his career as a process optimiser in the IT industry and then as an analyst and programmer of management tools at UBS. Before founding Coople, he founded event agency la folie Erlebniskultur.
Hadi Moussa
(CEO)Hadi brings a wealth of leadership experience to Coople, having worked at some of the world’s most dynamic and innovative digital marketplaces such as Airbnb, Deliveroo and Meta.
Rufus Hood
(Country Manager UK)Coming from a consulting background, Rufus has previously been able to lead commercial and operations teams to success at companies such as Zencargo.
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