Customer Success Lead

Length of contract: Permanent
Hours: 35 hours per week, flexitime friendly
Salary: £38,000 rising to £42,099 on successful completion of probation period plus contributory pension scheme with employer matched contributions of 4%-5%
Responsible to: Head of Customer
Line management: None
Location: This position is currently based remotely with the occasional day in the London office and travel to UK based events as required.

Overview

HACT is seeking a Customer Success Lead to own the experience, retention and growth of our customers across our social value products and services.

The role sits at the centre of our Growth and Customer teams, working across our Social Value Insight platform (SaaS), consultancy services and programmes, supporting housing associations and sector partners across the UK. You will lead customer onboarding, engagement and renewal, helping customers maximise the value of working with HACT while driving platform adoption, long-term retention and the ongoing development of our customer success approach.

Purpose of the role

To lead and develop HACT's customer success approach, building strong relationships, driving engagement and retention, and identifying opportunities to grow customer value.

You will own the customer experience across onboarding, engagement and renewal, and help shape the processes, tools and ways of working that underpin it.

Responsibilities

• Own a portfolio of customer relationships across our Social Value Insight platform
• Build trusted relationships with customers, understanding their priorities and how HACT can support them
• Be the key point of contact for queries, feedback and support, ensuring timely resolution

Onboarding, Adoption & Customer Experience

• Lead onboarding for new customers, ensuring a consistent, high-quality experience
• Support customers to get the most from HACT's platform and services
• Design and deliver training and guidance to improve customer confidence and engagement
• Maintain a clear, structured approach to ongoing customer engagement
• Take ownership of customer retention and renewal activity
• Spot opportunities to expand customer value through additional services, support or platform use
• Identify and drive upsell and cross-sell opportunities, working with the Growth team to convert them
• Monitor customer health and proactively address risks

Customer Insight & Continuous Improvement

• Use customer feedback and data to identify trends, challenges and opportunities
• Refine and develop customer success processes and approaches
• Support how HACT delivers customer success across multiple workstreams
• Feed customer insight into product and service development

Data, Reporting & Internal Coordination

• Maintain accurate customer data within CRM and internal systems
• Track customer engagement, usage and key metrics
• Provide insight and reporting to support internal decision-making
• Work closely with product, consultancy and programme colleagues to ensure a joined-up approach to delivery

Collaboration & Cross-Functional Working

• Work across product, delivery and growth teams to align customer needs with organisational priorities
• Champion a consistent customer experience across HACT
• Act as an internal advocate for the customer

Person Specification

Professional Experience

• Experience in customer success, account management or a similar role
• Experience managing and retaining customer relationships, ideally in a SaaS or service-based environment
• Comfortable owning a customer portfolio and managing relationships independently
• Commercially aware, with an eye for opportunities to grow customer value
• Understanding of customer lifecycle, retention and engagement principles
• Experience working with SaaS platforms and/or service-based delivery models
• Able to quickly understand and communicate platform functionality, adapting to each customer's needs

Communication & Relationship Management

• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to build trust with a range of external stakeholders
• Confident working independently in a small organisation, with the ability to communicate effectively with colleagues and senior stakeholders

Analytical & Problem-Solving Skills

• Able to interpret data and customer insight to inform decisions
• Strong problem-solving skills and a proactive approach

Training & Onboarding

• Experience designing and delivering onboarding and training for customers

Organisation & Delivery

• Highly organised, able to manage multiple priorities across different workstreams
• Experience using CRM systems, ideally HubSpot
• Experience selling to or working with housing associations, local authorities or charities
• Experience contributing to process or service improvement
• Experience using and applying AI-driven tools to enhance customer success activities
• Up to 5% matched contribution to the HACT pension with life insurance
• 27 days paid annual leave per year (3 compulsory days leave between Christmas and New Year) rising to 30 days after three years, plus 8 days for Bank Holidays
• BYOD payment annually and access to interest-free loans for personal equipment
• Access to an Employee Assistance Programme and a range of health and wellbeing support