Mortgage Market Transformation Lead
6 days ago
Acre Software is pioneering a revolutionary end-to-end management system for mortgages, aiming to replace the UK's £1.4 trillion mortgage market from scratch.
About the RoleWe are seeking an exceptional Principal Customer Success Manager to lead our Core Customer Success function and drive the successful adoption of our platform. This role involves overseeing the delivery of best-in-class day-to-day customer support, ensuring extremely high levels of customer satisfaction.
Key Responsibilities- Lead, manage and grow the Customer Success team providing guidance, mentorship, and professional development to ensure high performance and continuous growth.
- Develop and implement strategies in partnership with the Onboarding and Activation team to ensure a successful adoption of Acre, aligning the team's efforts with overall client goals.
- Oversee the delivery of best-in-class day-to-day customer support, ensuring an extremely high level of customer satisfaction.
- Drive customer education and continuous enablement to maximise customer success and minimise reactive customer support.
- Consistently improve and optimise customer interaction processes and output through the use of automation, continual refinement and other productivity tools.
- Act as the bridge between customers and internal teams, working closely with Product and Engineering to advocate for customer needs and contribute to the platform's evolution.
- Build strong, consultative relationships with the relevant stakeholders in client organisations, acting as a trusted advisor and ensuring alignment with their business objectives.
- Ensure 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.
- 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.
- Strong client-facing skills with the ability to build relationships with stakeholders at all levels.
- 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.
- Exceptional interpersonal and communication skills, with a collaborative leadership style that motivates and inspires teams.
- A strategic thinker with the ability to balance big-picture goals with hands-on execution in a fast-paced, start-up environment.
- Passionate about innovation, technology, and reshaping the mortgage market.
- A competitive salary of £80,000 - £100,000 per annum, depending on experience.
- Private healthcare, a cash plan, pension contribution.
- Cycle to work scheme.
- Vibrant office in Shoreditch with monthly social events.
- A dynamic and entrepreneurial team passionate about tackling the mortgage market space.
We welcome applications from diverse backgrounds, including people of colour, the LGBTQ+ community, people with disabilities, neurodivergent individuals, parents, carers, and those from lower socio-economic backgrounds.
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