Customer Success Lead

Hybrid - 2-days per month in DorsetCustomer Success Lead — Job DescriptionRole OverviewThis 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 ResponsibilitiesCustomer SuccessOnboard new partners and users onto the platformBuild strong relationships and respond to queries with empathy and clarityTranslate partner feedback into structured product insightsCreate helpful documentation, templates, and support content, including AI-powered knowledge bases and chat support flowsAnalyse user interaction and platform usage data to identify trends, pain points, and opportunities for improving the customer journeyTranslate raw data into clear, actionable insights that inform product development, onboarding processes, and support resourcesWork with the product team to recommend improvements in how user interaction data is captured and reportedData Management & OperationsLead the setup, input, and testing of partner rate or pricing data—ensuring it is accurate, functional, and user-readyCollaborate with product teams to ensure functionality aligns with commercial needsMaintain and improve internal processes for data collection and verification, exploring how AI can assist with validation and error checkingBuild simple dashboards or reporting loops to help internal teams and leadership understand customer health and engagementMarketing & Brand EnablementCraft product messaging and drive partner and user engagementSupport creation of decks, guides, newsletters, and digital contentCoordinate marketing campaigns and events, leveraging AI tools to accelerate content creation and targetingWhat We’re Looking For2-3 years'+ experience in a Customer Success roleDetail-oriented mindset and comfort working with structured dataStrong communicator who enjoys helping others understand complex toolsExperience in customer success, operations, marketing, or SaaS onboardingFluency with modern tools (e.g. Google Sheets, Notion, AI assistants, prompt writing, automation platforms, CRM tools)Interest in technology, marketplaces, or travel-related productsComfortable working with data: able to interpret reports, identify patterns, and turn analysis into practical recommendationsCompensation & CultureCompetitive salary depending on experienceFlexible working culture with high autonomyOpportunity to shape how AI is embedded across a fast-scaling SaaS organisation from the ground up