Userled is looking for a Head of Customer Success to scale our Customer Success function as we grow to 1,000 customers. We’re growing fast - after raising a £4M seed round, we’ve 10x’d our ARR this year. Over the past 12 months, we’ve onboarded some of the biggest names in B2B SaaS (e.g., Canva, Pigment). Now, we need someone with a founder’s mindset to drive customer retention, adoption, and expansion from the ground up. You will manage two CSMs, who will primarily focus on onboarding, product adoption, CSM operations, and customer support, while you focus on Customer Success and Account Management. This is real-world, high-speed career acceleration.
What You’ll Do
1. Customer Success
o Build the Customer Success playbooks for the CS teams.
o Deeply understand customer needs & pain points to unlock the full potential of Userled.
o Lead strategic customer engagement by running Quarterly Business Reviews (QBRs) & Monthly Business Reviews (MBRs) to drive alignment and expansion opportunities.
o Manage the feedback product and ensure clear follow-up on product roadmap with clients.
2. Account Management
o Own renewals, ensuring customers see continuous value in Userled and be the leading voice when something goes wrong with an account - leading difficult conversations when your team needs your help.
o Identify upsell & cross-sell opportunities, working closely with Sales to drive expansion.
3. Onboarding & Product Training
o Own & refine the onboarding process, ensuring customers activate and engage quickly with the support of Support Engineers.
o Help CSMs lead product training sessions, equipping customers with best practices for adoption.
o Help the CSMs build scalable education materials (videos, guides, FAQs) to streamline onboarding.
4. Customer Care
o Support the CSMs in real-time customer interactions via Slack, ensuring fast, high-quality support.
o Work with Support Engineers & Product teams to troubleshoot, escalate, and resolve technical issues.
What You’ll Bring
1. At least 4 years of experience in Customer Success leadership, CRO, and/or as a founder, ideally within a fast-growing SaaS startup.
2. Strategic & entrepreneurial mindset – You don’t just follow playbooks—you create and refine them. You thrive in early-stage startups, move fast, and build scalable processes. You take ownership, anticipate challenges, and drive impact. Founding your own business is a strong plus.
3. High-level execution & adaptability – You seamlessly zoom in (execute hands-on work when needed) and zoom out (develop and execute long-term strategy) to align customer success with company growth.
4. Cross-functional leadership – You partner effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives, drive retention, and fuel expansion.
5. Exceptional communication & executive presence – You are clear, concise, and persuasive in writing, speaking, and presentations. You can influence stakeholders at all levels, from C-suite executives to frontline team members.
Nice-to-Have
Experience in Martech or SalesTech.
Why Join Userled?
1. Impactful Work: Be part of a fast-growing company where your content will directly shape the brand and influence enterprise-level decision-makers.
2. Innovative Environment: Join a forward-thinking team that values creativity and experimentation. You’ll have the opportunity to take creative risks and bring bold, innovative ideas to life.
3. Growth Opportunities: With our rapid expansion, you’ll have ample opportunities to grow your career, learn new skills, and take on more responsibility.
4. Industry Leadership: Help position Userled as a media leader in the enterprise sales space, driving thought leadership and engaging top-tier companies.
5. London-Based, Hybrid Work Model: Enjoy the flexibility of working from home, while being part of a collaborative and connected team.
6. Competitive Compensation & Benefits: We offer a competitive salary, performance-based incentives, equity, 25 days and local holidays to relax and fuel up, Apple hardware and a budget for desk amenities, Team events in London, Team off-site in fun places (We've been to Bath and Corfu so far), A cool office in central London (Shoreditch/Old Street) with access to a private gym.
Hiring Process
1. Hiring Manager Interview: An introductory conversation with Tristan (Co-founder & CPO) to learn about your experience and fit.
2. Case Study: Showcase your skills and approach to real-world content challenges.
3. Meeting with the CEO: A specific meeting with Yann (Co-founder & CEO).
4. Culture Fit Interview: A final discussion to ensure alignment with our values and team dynamics.
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