Customer Success Team Lead (UK)
Fergus, United Kingdom
Job Description
Who is Fergus
We’re building the world’s most loved SaaS platform for Tradies. Our intuitive cloud-based job management software is helping tradespeople across the globe manage their business in a smarter, more efficient way. From site visits through to scheduling, quoting, invoicing, and much more - Fergus arranges all tasks in one place and gives our customers the insight they need to grow their business.
Founded in 2014 as the brainchild of Dan Pollard, a veteran Tradie, who spent many years deep in the trenches. Eventually burning out and going bust, Dan realised that a trades business needs proper systems in place to keep it running without running its owner into the ground.
We’re a Series B ($15m) global B2B SaaS business with offices in New Zealand (HQ), Australia and now a rapidly scaling team in Manchester, UK.
The opportunity:
As a customer-centric SaaS company, our success is directly related to the reputation our product has with our valued customers. We’re now looking for a hands-on Customer Success Team Lead (UK) who will manage the entire post-sales relationship from on-boarding, training, retention, advocacy and upselling. They’ll also be responsible for the mentoring, training and development of our first-class CS team here in Manchester.
What you’ll be doing:
- As a hands-on team lead, you’ll be focused on ensuring our customers derive the greatest value from Fergus.
- You’ll work closely with our Sales, Marketing and global Product team to ensure customer journey is optimised for adoption, growth and retention
- You’ll be providing customer insight on product improvements - everything from new feature inputs to feedback on our latest marketing campaigns.
- You’ll be supporting, mentoring, coaching and training our current Customer Success Specialist - ensuring that the team is providing exceptional customer experience.
- You’ll also be managing the setup and configuration of our software for new customers via remote training sessions online, solving challenges as they arise.
Requirements
- Strong commercial experience as a CS Team Lead or Senior CS, within a customer-centric SaaS environment (ideally SMB segment).
- A passion for and successful commercial experience delivering a first-class customer onboarding experience.
- Great verbal and written communication skills - you must be able to articulate important messages in a concise way.
- Experience working with large number of customers (1:many) would be ideal
- An analytical and commercially aware CS Specialist. You understand the metrics, KPIs and deliverables that drive great customer experience and revenue predictability
Benefits
Salary: 50,000 - 55,000
Holidays: 28 days annual leave (plus bank holidays)
Wellbeing: 4 extra paid ME days per year (focus on your wellbeing), Employee Assistance Program
Equity: We have a generous EMI share scheme that all team members will participate in after their 1 year anniversary
Parental Leave: Additional 10 weeks of paid parental leave plus other benefits.
Other: Generous pension scheme (Nest), annual Lamp;D budget, external company-wide training workshops, reward and recognition schemes, a genuine transparent and employee-first culture
Work Setup: Hybrid - 3 days in the Manchester city centre office (Tues, Wed, Thurs).
Interview Process:
- Talent Screen (Video - 30 mins)
- Peer Stage with UK Sales Team Lead amp; CS Specialist (F2F - 45/60 mins, including role play exercise)
- Final interview with UK Country Manager (F2F - 30/45 mins)
We foster an inclusive environment celebrating diversity and enabling everyone to flourish. Our commitment ensures equitable consideration for all applicants, irrespective of ethnicity, religion, sexual orientation, gender identity, family status, national origin, veteran status, neurodiversity, or disability.