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: https://oneutilitybill.co/notify 

A little bit about us 

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.

What you’ll be doing

• 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. 

A little bit about you

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 the team re-engage quiet or unhappy clients.

Data & Insights: Comfortable reviewing performance figures and turning them into simple, clear reports and/or presentations and ideas for improvement or opportunities.

Good to have, but not necessary: Estate & Letting Agency experience or Property Industry Experience 

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

💰 An annual salary of up to £40,000 depending on level of experience 

💸 Up to 10% of your salary paid as a bonus when you achieve your objective

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.

• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.

• Graft | Work hard and smart. That’s how we grow and do the best for our customers.

• Work as One | Respect other people. Try to leave your ego at the door.

• Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.

• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.

• Set the Bar High | Whether you're solving problems or making a brew. Do it with gusto.

• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.

• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.

• Customer First | Thinking about the customer before making any decision.

• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.

• Expert | Seeking out knowledge and opportunities to perform better in my role.

• Leadership | Communicating shared goals clearly and effectively.

The shift pattern for this role is Monday to Friday 9am-5pm.
This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.

Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background