Customer Success and Support Lead, CharlieHR

• 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

Desirable

• We’re looking for a Customer Success 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!
• 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

• 1. Apply via Otta
• 2. Phone call with Amy (Our COO)
• 3. Video call with Amy
• 4. At-home task
• 5. Virtual final stage

• £750 yearly Work Your Way budget
• £30 monthly Wellbeing budget
• 25 days annual leave + public holidays + Christmas break
• 90 bookable "nomad working" days outside of the UK each year
• 9 day fortnights. We have every other Friday off as a company
• 4 bookable “Personal Days” for when you need time for your mental healthPrivate Health Insurance from Vitality
• A one-month sabbatical paid at 50% of salary, for every 3.5 years worked at Charlie
• Private Health Insurance from Vitality
• Quarterly Exploration Days where you can work on whatever across the company
• Two reviews a year using our transparent career progression framework, and dedicated personal development time
• A lovely office space in East London's pet-friendly Second Home
• 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
• Enhanced Equal Parental Leave policy
• Cycle-to-work scheme
• No fixed working hours; you take ownership over how you get your work done
• Company-wide Learn Your Way Fund to bolster your L&D

Total funding: $1.4m

Charlie HR are building well-designed and easy-to-use tools for companies to manage their people.