Customer Success Lead

Customer Success Lead Permanent | £35k-£40k | £8k OTE

As our Notify Partnerships Success Lead, you will coach, empower, and develop a team of four to hit targets. You will direct the team to smoothly onboard new agents, develop re-engagement strategies, and drive growth of our partners through new & existing strategies.. Additionally, you will build key industry & account relationships while keeping the Head of Notify Partnerships updated on performance, budgets, and strategic growth.

Notify, a One Utility Bill service, is a utility registration platform, used by letting agents across the UK. Find out more about it here:

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

• Team Leadership & People Management:
  Lead the Team:
  Oversee a team of 4 (3 Success Executives and 1 Account Executive), driving them to hit key targets and manage budgets effectively.

• Performance
  
  Coaching:
  
  Conduct regular 1-on-1s, skill-coaching sessions, and meeting observations to support individual growth and maintain high standards across the team.

• Reporting:
  Keep the Head of Notify Partnerships updated on overall team performance, customer engagement and retention, sharing strategic insights and recommendations for improvement. Suggesting recommendations to Senior Leadership where needed.

• Driving Agent Onboarding & Engagement:
  Oversee Onboarding:
  Direct the team to guide new agents through their first 90 days, ensuring they establish good habits that lead to long-term success.

• Manage Client Contact Cycles:
  Ensure the team maintains a regular contact schedule across the existing portfolio to keep agent engagement high.

• Guide At-Risk Accounts:
  Support and guide the team in re‑engaging at‑risk agents through clever problem‑solving and effective account management.

• Strategy & Performance Targets:
  Drive CRM Integrations:
  Guide the team to encourage agents to connect with our CRM partners, helping to boost total lead volume.

• Maximise Referral Volumes:
  Lead the team’s efforts to increase the number of leads and move‑ins referred through the Notify portal.

• Innovate & Improve:
  Empower the team with fresh strategies to grow revenue from existing agents, while spotting ways to streamline workflows and improve overall efficiency.

• Industry Relationships:
  Build and maintain strong, trust‑based relationships with key decision‑makers across the agent portfolio and the wider industry. Act as a point of contact for these partnerships alongside the team.

• Design, implement and continuously improve onboarding processes to create a consistent, high‑quality experience for new agents.

• Develop and own the overall Customer Success strategy, ensuring it supports wider business growth, retention and revenue objectives.

The successful candidate will meet the below requirements:

Experience: Team Leadership:
Experience managing, coaching, or mentoring a small team to hit performance targets.

Account Management
: A strong background in client success, account management, or B2B sales.

Client Onboarding: Proven experience helping new clients get started successfully and stay engaged.

Skills & Knowledge People

Skills:

Great communication and listening skills, with the ability to build trust with team members and senior clients.

Coaching Ability: Able to observe meetings, give helpful feedback, and run effective 1-on-1 coaching sessions.

Problem-Solving: Strong critical‑thinking skills to help…