Customer Success Manager
Hybrid
London, United Kingdom
£ 65 / year
Full Time
11-03-2025
Job Specifications
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.
About the Company
Userled empowers B2B marketing and sales teams to win more key deals by delivering personalized, high-impact campaigns at scale. With tailored experiences across inbound and outbound channels, Userled ensures your key accounts feel valued and engaged, while guiding you to the next best actions to close deals faster. Trusted by industry leaders like Entrust, Canva, Elastic, Pigment, and Labelbox, Userled doubles pipeline impact for high-value accounts. Know more
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