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Company Description
Social-Ability’s mission is to spark laughter and happiness for people living with dementia and other cognitive disabilities.
We support care and community services across Europe and North America through the Happiness Programme – a technology-based service that helps to deliver better wellbeing outcomes for end-users.
Role description
We’re looking for a Customer Success Lead to take ownership of our customer experience across a growing base of nearly 1,000 customers.
This is a hands-on, player-coach role where you’ll support and guide a small Customer Success team while also staying close to customers and day-to-day delivery.
You’ll play a key role in improving retention, increasing product adoption and building the foundations for a scalable Customer Success function.
Main responsibilities
- Coaching and guiding a team of 3
- Owning key and at-risk customer relationships
- Improving onboarding and customer journeys
- Driving retention and reducing churn
- Building simple, scalable CS processes
- Collaborating with Product, Sales & Marketing
We’re looking for someone who has
- 4–6 years in Customer Success, Account Management, or similar roles
- Experience working with a high-volume customer base (SaaS or service environment)
- 2 + years experience working with Hubspot
- Willingness to travel to meet clients in-person throughout the UK (and occasional international travel)
- Experience supporting or mentoring others
- Experience in healthtech, social care or mission-driven organisations is a plus
Benefits
- Competitive salary: £35,000 – £50,000 depending on experience
- Hybrid role – work from our office and from home
- Free onsite office parking
- Travel expenses paid
- 25 days annual leave excluding bank holidays
- Pension provided
- Cycle-To-Work scheme available