- Company Name
- Userled
- Job Title
- Customer Success Manager
- Job Description
-
Userled is looking for a Customer Success Manager to scale our Customer Success function as we grow to 1,000+ customers. We’re growing fast - after raising a £4M seed round, we’ve 10x’d our ARR this year. Over the past 12 months, we’ve onboarded some of the biggest names in B2B SaaS (e.g., Canva, Pigment).
We need someone with a founder’s mindset who will report to the Head of Customer Success and focus primarily on customer success, onboarding & product training, and customer support. This is real-world, high-speed career acceleration - more impactful than any MBA.
What You’ll Do
1⃣ Customer Success
Deeply understand customer needs & pain points to develop customer success plans and unlock the full potential of Userled.
Become a product expert & trusted consultant—help customers integrate and maximize value to achieve their ROI goals.
Lead strategic customer engagement alongside the Head of Customer Success by running Quarterly Business Reviews (QBRs) & Monthly Business Reviews (MBRs) to drive alignment and expansion opportunities.
Collaborate with Product & Marketing to build and share case studies and playbooks.
2⃣ Onboarding & Product Training
Lead product training sessions, equipping customers with best practices for adoption.
Develop scalable education materials (videos, guides, FAQs) to streamline onboarding.
3⃣ Customer Care
Own real-time customer interactions via Slack, ensuring fast, high-quality support.
Work with Support Engineers & Product teams to troubleshoot, escalate, and resolve technical issues.
Who You Are
Experience in a client-facing role (Customer Success, Sales, Consulting) and/or as a founder, ideally in SaaS within a fast-growing startup environment.
Entrepreneurial mindset - You don’t just follow playbooks - you build them. You thrive in early-stage startups, move fast, and figure things out as you go. You take ownership and don’t wait for direction. Founding your own business is a strong plus.
Adaptable & hands-on - You can zoom in (execute hands-on work) and zoom out (lead high-level strategic conversations) as needed.
Strong cross-functional collaborator - You work seamlessly with Sales, Marketing, Product, and Engineering to drive customer success and influence product direction.
Exceptional communicator - Clear, concise, and persuasive in writing, speaking, and presentations. You simplify complex ideas and build strong relationships at all levels.
Nice-to-Haves
Experience in Martech, SalesTech, or SaaS Growth
Why Join Userled?
Impactful Work: Be part of a fast-growing company where your content will directly shape the brand and influence enterprise-level decision-makers.
Innovative Environment: Join a forward-thinking team that values creativity and experimentation. You’ll have the opportunity to take creative risks and bring bold, innovative ideas to life.
Growth Opportunities: With our rapid expansion, you’ll have ample opportunities to grow your career, learn new skills, and take on more responsibility.
Industry Leadership: Help position Userled as a media leader in the enterprise sales space, driving thought leadership and engaging top-tier companies.
London-Based, Hybrid Work Model: Enjoy the flexibility of working from home, while being part of a collaborative and connected team.
Competitive Compensation & benefits: We offer a competitive salary, performance-based incentives, equity, 25 days and local holidays to relax and fuel up! Apple hardware and a budget for desk amenities, Team events in London, Team off-site in fun places! (We've been to Bath and Corfu so far), A cool office in central London (Shoreditch/Old Street) with access to a private gym!
Hiring Process
Hiring Manager Interview: An introductory conversation with Tristan (Co-founder & CPO) to learn about your experience and fit.
Case Study: Showcase your skills and approach to real-world content challenges.
Culture Fit Interview: A final discussion to ensure alignment with our values and team dynamics.
