Job Title: Customer Success Lead

Location: Brighton (office-based)

Type: Full-time | Founding Team Role

About UsWe are a UK-based AI-assisted, friction-free compliance management platform for SMEs and mid-market businesses. We unify policies, processes and documentation with the training materials and assessments teams need to prove understanding and compliance. Our platform guides customers to improve and maintain documentation and then automatically generate resources, scenario-based assessments and communications to continually support the consistent application of standards to meaningfully reduce business risk.

Role OverviewAs our first Customer Success hire, you will own the post-sale experience. Reporting directly to the CEO, you will design and implement onboarding, support early customers, and build the Customer Success function from scratch. You will serve as the trusted advisor for our initial clients, translate feedback into product improvements, and work closely with the CEO and CPO to refine our service model.

Key Success MetricsYou will be measured on:

Metric

Target

Time to First Value

14 days from sign-up to first completed deliverables

Onboarding Completion

90 % complete core onboarding within 30 days

Customer Health Score

Maintain average health score 80/100

Net Revenue Retention

110 % by month 6

Churn Rate

5 % monthly logo churn

Customer Satisfaction

CSAT 4.5/5 and NPS 30

Support Response Time

< 4 hours initial response, < 24 hours resolution

Role Responsibilities

• Design and execute the end-to-end onboarding journey, including playbooks and self-serve materials.
• Act as primary point of contact for beta and early-paying clients; conduct regular check-ins and business reviews.
• Establish support processes, SLAs and knowledge base; coordinate escalations and triage to product or engineering.
• Monitor customer health and usage metrics; proactively intervene to prevent churn and surface upsell opportunities.
• Collaborate with the outsourced data science and engineering partner to define, request and interpret dashboards and reports.
• Capture and synthesise customer feedback; partner with the CPO to prioritise product roadmap enhancements.
• Develop customer advocacy through case studies, testimonials and reference programs.

Minimum Requirements

• 2:1 bachelor’s degree in a technical or relevant discipline, or equivalent.
• 5+ years’ experience in Customer Success, Account Management or Customer Operations at B2B SaaS startups.
• Demonstrable track record of designing and scaling onboarding and success processes from scratch.
• Strong understanding of SaaS customer lifecycles, metrics and best practices.
• Excellent written and verbal communication skills; ability to translate complex concepts into clear guidance.
• Proven ability to manage multiple stakeholders and projects in a fast-paced environment.
• Familiarity with CRM, support and customer success platforms.

Desired Requirements

• Experience in compliance, HR tech or regulated-sector software.
• Prior collaboration with outsourced engineering or data science teams.
• Background in interpreting analytics dashboards and defining KPIs.
• Strong problem-solving skills and a bias for proactive customer advocacy.
• Familiarity with AI-driven product features and ability to educate non-technical users.

We’re offering you the chance to be a founding team member with plenty of blue sky to grow into, shape our Customer Success function, and make a direct impact on how companies manage compliance. To apply, please send your CV and a cover letter, written by you and not AI, outlining a customer onboarding program you designed to [...].