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Customer Success Team Lead

2 months ago

UK, UK, United Kingdom Homeflow Full time

Homeflow is a market-leading, fast-growing, profitable, software-as-a-service (SaaS) business in the property market. We think we’re a lovely team of people with a fantastic company culture that we want to retain as we grow - ambitious, hard-working and collaborative yet respectful of work-life balance. You can expect to feel welcomed and supported by some truly talented people, in a company that is constantly innovating.


We are looking for a Customer Success Team Lead, based in the UK, to support the growth of the team as the company matures. The role requires that you have at least 3 years commercial customer success experience driving revenue expansion, and have previously led a team. You will be a proficient multi-tasker and show a real ability to effectively manage and expand revenue from your own accounts, whilst providing support to other customer success team members when required and overseeing the general satisfaction level of Homeflow’s portfolio as a whole.


The main aim of the Customer Success Team is to drive additional revenue from clients and to promote their retention through effective relationship management and proficient proactive activity. This is a great opportunity for the right commercially-oriented person to take on a challenging and broad role. Homeflow is operating on a fully remote basis but some travel will be required for bi annual team meetings.


Typical job tasks include:

  • Identifying and delivering revenue growth opportunities by introducing clients to new products and services that will benefit their business
  • Driving and motivating a team that will grow with the business, including regular one-to-ones and team meetings
  • Conducting regular business reviews where appropriate and building relationships with executive-level customer stakeholders
  • Leading the customer-facing portions of the subscription’s renewals process
  • Increasing customer retention by conducting regular check-in calls and performing periodic health checks for strategic reviews
  • Working closely with Development, Support and Engineering Teams on identification and execution of client requests
  • Function as the voice of the client and provide internal feedback on how we can better serve our customers


We’re looking for someone who has:

  • 3+ years customer success and/or account management and/or SaaS sales experience
  • Strong track record driving expansion revenue from an identified client base
  • Experience leading a team is essential
  • Strong business acumen and commercial awareness, with demonstrated ability to understand business structures, functions, work-flows, and business economics
  • Confident in handling technical conversations with internal and external stakeholders
  • Self-motivated go-getter who has a builder mindset and can operate independently
  • Professional attitude, excellent communication skills, verbal and written
  • Ability to manage multiple priorities with initiative and enthusiasm
  • Ability to work calmly under pressure
  • Goals and numbers driven, with a track record of driving financial business results


People who thrive in this role at Homeflow are collaborative, commercial, not afraid to ask questions, open to new ideas and learning, and are motivated and ready to get stuck in. They also embody our company values of being driven, open, polished and pioneering.


Can’t tick every box? That’s fine - it’s more important to us to find the right person to join the team. We welcome applications from people who may not meet the brief completely or who may have a slightly different background, including those who bring extra skills or experience to the table. The salary ranges reflect the skills we think we will find but we are flexible within reason. If that sounds like you, we’d love to learn more about you and what you think you can bring to this role.


No agencies please.