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Description
Hybrid requirements: This role has flexible working patterns.
Hybrid - 2-days per month in Dorset
Customer Success Lead — Job Description
Role Overview
This is a multi-faceted role at the heart of a growing technology company. You’ll lead the charge in ensuring our partners and platform users succeed—through hands-on onboarding, data management, and ongoing support. You’ll also help shape outward messaging to drive adoption and awareness.
A key part of the role involves managing the structured input and verification of complex rate or pricing data from partners into the platform. This work is essential to platform performance—requiring accuracy, rigour, and comfort with spreadsheets and structured datasets.
Equally important is helping to embed an AI-first approach across customer success and marketing. You’ll champion the use of AI as a force multiplier—identifying opportunities to automate repetitive tasks, surface insights from user feedback, and experiment with AI-driven content creation, chat support, and knowledge management.
You should be equally passionate about customer relationships and operational accuracy, with curiosity for using technology (especially AI tools) to make processes smoother and smarter.
Key Responsibilities
Customer Success
Onboard new partners and users onto the platform
Build strong relationships and respond to queries with empathy and clarity
Translate partner feedback into structured product insights
Create helpful documentation, templates, and support content, including AI-powered knowledge bases and chat support flows
Analyse user interaction and platform usage data to identify trends, pain points, and opportunities for improving the customer journey
Translate raw data into clear, actionable insights that inform product development, onboarding processes, and support resources
Work with the product team to recommend improvements in how user interaction data is captured and reported
Data Management & Operations
Lead the setup, input, and testing of partner rate or pricing data—ensuring it is accurate, functional, and user-ready
Collaborate with product teams to ensure functionality aligns with commercial needs
Maintain and improve internal processes for data collection and verification, exploring how AI can assist with validation and error checking
Build simple dashboards or reporting loops to help internal teams and leadership understand customer health and engagement
Marketing & Brand Enablement
Craft product messaging and drive partner and user engagement
Support creation of decks, guides, newsletters, and digital content
Coordinate marketing campaigns and events, leveraging AI tools to accelerate content creation and targeting
What We’re Looking For
2-3 years’+ experience in a Customer Success role
Detail-oriented mindset and comfort working with structured data
Strong communicator who enjoys helping others understand complex tools
Experience in customer success, operations, marketing, or SaaS onboarding
Fluency with modern tools (e.g. Google Sheets, Notion, AI assistants, prompt writing, automation platforms, CRM tools)
Interest in technology, marketplaces, or travel-related products
Comfortable working with data: able to interpret reports, identify patterns, and turn analysis into practical recommendations
Compensation & Culture
Competitive salary depending on experience
Flexible working culture with high autonomy
Opportunity to shape how AI is embedded across a fast-scaling SaaS organisation from the ground up
