Customer Success Team Lead

Base Pay: £60 - £65k

Individual IC4 as per our Career Development Framework.

EMI Share Options: £10,000

We've calculated this compensation in line with our Benchmarking Philosophy.

Reporting to: Customer Success Director

Location: This is remote-first position, with a mix of attending events, customer travel, as well as limited company and head office gatherings.

An exciting opportunity to join a high-growth tech-for-good organisation focused on eliminating fuel poverty and improving living standards in social Housing, as a Customer Success Team Lead.

Our mission

Switchee exists to improve the quality of life for people living in rented homes. We believe that everyone deserves to live in a decent home and that the environments we inhabit have a massive influence on our ability to enjoy life and prosper.

We believe that intelligent analytics fed from internet-connected technology can ensure that every resident can live in a safe and healthy home. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.

Switchee devices act as smart thermostats in residents’ homes, automatically reducing energy bills, looking great, and offering control to those who want it. We are also revolutionising the way social landlords manage their housing stock with a SaaS property dashboard and handy alerts on things like when the boiler is going to break.

Switchee’s game-changing solution offering includes our SaaS Landlord Platform, API integrations and data-driven insights to make our customers’ operations proactive rather than reactive - all backed by the installations of our smart thermostats in the homes they manage.

Position Overview

We are seeking an outstanding people manager and customer-centric individual to join our team as a Customer Success Team Lead. The successful candidate will play a pivotal role in running our high performing Customer Success Team whilst driving customer satisfaction, retention, and overall success for our customers. As a Customer Success Lead, you will have a genuine passion for team leadership along with strong commercial acumen and an ability to drive efficiencies and growth.

Key Responsibilities:

• Team Leadership & Development:

  • Provide guidance and support to a team of Customer Success Managers, ensuring they deliver exceptional customer experiences and meet performance goals

  • Conduct weekly 1:1s and quarterly reviews with your team to identify and support opportunities for learning and development

  • Support recruitment and onboarding of new Customer Success Managers in line with business requirements

  • Contribute to our team culture as a space where Customer Success Managers can be their best selves and live our Switchee values

  • Establish and monitor KPIs to measure team and individual performance
    
    

• Customer Success Strategy:

  • Develop and iterate scalable and repeatable customer success strategies to support Switchee’s goals

  • Establish and grow our best practice resources

  • Be a change agent within our team to ensure adoption of new processes and tools as we grow

  • Stay up-to-date with industry trends, best practices, and competitor offerings

  • Generate insightful reports on customer success metrics, presenting findings, recommendations and regular updates to senior leadership

  • Analyse customer feedback and trends to identify areas for improvement

  • Demonstrate your skills as a Customer Success Manager through management of a small number of Switchee customers
    
    

• Collaboration:

  • Work closely with Commercial, Marketing, Operations, Data, Product and Engineering teams to improve our customer journey

  • Develop collaborative strategies to ensure key revenue targets and customer milestones are met

  • Be an expert in our customers’ challenges and goals in order to integrate customer feedback into our product roadmap

  • Act as a liaison between customers and internal teams to address and resolve issues effectively

Who You Are

We promote a diverse, inclusive and empowering culture at Switchee. The following qualities are ideal, but not essential, as we know some people are less likely to apply for the role unless they are 100% qualified. We do hope that these are qualities you’d be able to nurture and develop within the role:

• Experience leading and motivating a high performing Customer Success, Account Management, Project Management or Consultancy team.

• To be a passionate, energetic and positive leader.

• Demonstrable experience in developing relationships with, retaining and growing customers, ideally within a B2B2C environment.

• Excellent communication and interpersonal skills with a strong ability to build relationships with others (at all levels within a business).

• High attention to detail and a love of continuous learning and development

• Working with and managing a large variety of stakeholders.

• Excellent problem solving and decision making abilities.

• To be super organised and efficient, enjoying creating simple processes and partnering with internal teams to deliver ongoing improvements.

• To thrive working in start-ups / scale-ups.

• Knowledge of hardware-enabled IoT/SaaS technologies and experience in the Housing sector would be a plus.

• Ideally have some certification in Customer Success  

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, and culture is how we function as a group and how we live our values as individuals.

• You deeply care about Switchee’s mission; you have a desire to build something revolutionary that will disrupt an industry, and positively impact people’s lives.

• You care about the environment, are interested in energy efficiency and have thought about the challenges and opportunities posed by an evolving domestic energy market.

• You like technology and neat solutions to complex problems.

• You thrive on challenge and change; you naturally gravitate to the hardest questions first and love thinking differently to solve them.

• You’re proactive and happiest when you’re “getting stuff done”.

• You’re open, positive and straightforward. You’re not afraid to stand up for your convictions, even when it’s hard to do so.

• You celebrate your colleagues’ successes and thrive on your failures; you grasp any opportunity for learning and personal growth.

What are we like?

We are a diverse bunch of people at Switchee. That said, there are some characteristics we always look for:

• The desire to build something revolutionary.

• Care about the environment and are interested in energy efficiency.

• Interested in technology and neat solutions to complex problems.

• Biassed toward action.

• You're open, positive, and straightforward.

• We are not able to nurture success for those who don’t thrive on challenge and change.

• We are not a team for people who believe in negative chatter and gossip.

Perks

• Unlimited holiday policy + Bank Holidays! No need to count those Winter break days anymore!

• Everyone at Switchee enjoys flexible working hours and is the master of their own routine.

• We have a remote-first Hybrid Working Model, with offices near London Bridge.

• We will provide you with all the necessary equipment to work from home in a safe and enjoyable manner.

• We host Quarterly offsites as an integral component of our Hybrid Working arrangements. These offsites are mandatory for all team members and serve as a vital opportunity to foster cohesion and collaboration within our diverse workforce. However, we endeavour to accommodate everyone and look out for one another and the various needs of the team.

• We socialise together with regular outings in London and Birmingham.

• We provide an L&D budget and access to our Switchee Library, where you can request new books monthly.

• We provide access to Private Medical Health Insurance, Mobile GP app and Life Assurance.

• We offer Spill, a Mental Health app at your fingertips, where you can get in touch with a therapist in record time.

P.S Switchee is a Disability Confident Employer and we aim to provide reasonable adjustments for our new hires to ensure they are successful and supported in their roles. We also practise an anti-bias approach to recruitment. Read more about it here

Application Process

1. Phone Screen (People team) - 20mins

2. Technical Interview - with hiring manager/team lead & members of the wider teams  - 45min

3. Role play with hiring manager/team lead & members of the wider teams - 60mins

4. In person meeting with Director of Customer Success - 45min

5. Culture interview - 45min

This role will be accepting applications up until the 15th November 2024