Senior Customer Success Strategist

1 week ago


London, Greater London, United Kingdom Acre Software Full time

Acre Software is revolutionizing the UK's £1.4 trillion mortgage market with its cutting-edge, end-to-end management system. Our platform streamlines the process of buying a home, eliminating unnecessary admin and friction.

Lead Customer Success

We're seeking an experienced Principal Customer Success Manager to oversee our Core Customer Success team, responsible for training, support, and content. This role is perfect for a seasoned leader who excels in dynamic environments and has a passion for people management and customer excellence.

The ideal candidate will lead and grow the Customer Success team, providing guidance, mentorship, and professional development to ensure high performance and continuous growth. Key responsibilities include:

  • Delivering exceptional day-to-day customer support, ensuring an extremely high level of customer satisfaction.
  • Driving customer education and continuous enablement to maximise customer success and minimise reactive customer support.
  • Ensuring best-in-class retention, in partnership with the Account Management team, by identifying potential risks, proactively addressing challenges, and providing ongoing guidance to clients on optimising their use of Acre's platform.

To succeed in this role, you'll need:

  • Experience in a senior Customer Success or Client Relationship role, with a strong track record in leading Customer Success teams.
  • Demonstrated experience in managing and growing Customer Success teams, driving both operational excellence and professional development.
  • Excellent problem-solving abilities, with a proactive approach to addressing customer challenges and risks.
  • Data-driven mindset, with experience in tracking and reporting on KPIs and metrics.
  • Passionate about innovation, technology, and reshaping the mortgage market.

Acre Software offers a unique opportunity to make a meaningful impact within a fully funded, early-stage Fintech start-up. You'll enjoy:

  • Competitive salary (£80,000 - £100,000 per annum).
  • Private healthcare, a cash plan, and pension contribution.
  • Cycle to work scheme.
  • Vibrant office in Shoreditch with monthly social events.


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