Customer Success Manager

In just over a year, we've gone from 0 to 600 customers with very little marketing spend, succeeding where many have tried and failed before. We're now looking for someone exceptional to come and work at the heart of our commercial engine – building deep relationships with our incredible customers, unlocking a huge amount of untapped value in our existing base, and directly shaping how we grow over the next 18 months.

This is not an "ordinary" Customer Success role. But if you're commercially-minded, able to quickly grasp technical concepts, and want to make a massive impact on both the UK's net zero ambitions and the lives (and businesses) of heat pump installers, please read on!

Almost 20% of the UK’s carbon emissions comes from heating homes – there’s simply no way to make reach net zero without phasing out gas and oil boilers. Right now the only serious alternative is heat pumps, with their almost-magical ability to turn 1 kW of electricity into 3-5 kW of heat (🤯). But there’s a problem: the heat pump installation journey is slow, inefficient, and just so painful. This makes it really hard for existing installers to grow their businesses and puts off gas engineers from starting to do heat pumps. Perhaps most critically, it means you can’t currently offer a heat pump when someone’s boiler breaks and they urgently need heating.

We’re fixing this. We’ve built a platform for heat pump installers to manage the whole installation journey from initial enquiry through to final compliance paperwork, freeing up their time to focus on what really matters: doing high-quality installations, providing great customer service, and scaling their business. Despite only getting started at the beginning of 2024, we’re having a massive impact on installation businesses, suppliers, and manufacturers across the UK: halving the time they spend on each job, doubling their sales conversion rates, and boosting their bottom line.

Having raised a substantial Seed round last year and with strong customer demand, we’re scaling the team to massively grow our impact. We're now starting to expand beyond heat pumps and ultimately want to build an operating system for the whole home renewables supply chain.

You'll be working closely with Esme, Jamie, Rob, Ashley, and Hector at the centre of our commercial operation. You'll have direct relationships with hundreds of installation businesses across the UK, and your work will have an immediate, measurable impact on both our growth and their success. There'll be a ton of variety, but the core areas will be:

• Drive expansion & commercial growth – you'll unlock a huge amount of value in our existing customer base by increasing product usage, growing accounts, and helping installers see what's possible. A big chunk of our revenue growth will come directly from your work.
• Become our customers' most trusted partner – you'll build close relationships with our installers, becoming the person they turn to when they want to grow their business. You'll be the first to hear when something's not working and the first to spot an opportunity to help them do more.
• Create a world-class onboarding experience – you'll own the initial experience for new installers we sign up, making sure their whole team quickly gets to grips with Spruce and feels the impact right away.
• Be the voice of the customer internally – you'll be the primary source of feedback and insight for Product decision making, directly shaping the improvements and features we build. Your understanding of what installers need and value will drive our roadmap.
• Build the systems & playbooks that scale us – you'll continuously be trying to automate yourself by improving our self-serve guides and FAQs, developing and managing LLM agents, creating training content, building more effective onboarding processes, and working with our devs and designers to bring tips and tutorials onto the platform.

You'll own revenue targets, be rewarded based on the growth and retention of your accounts, and you'll have a direct influence on company strategy. The reason our customers love us is because we genuinely care about their success, and that starts with you.

You’ll have at least 2 years work experience and you’ll ideally be:

• Relentlessly proactive – you naturally take responsibility, are always pushing to make things better, and just want to crack on and get stuff done;
• A natural “people person” — you love working with people, find it easy to warm to them and quickly put them at ease;
• A brilliant communicator — you write compelling, concise copy and can explain complex concepts simply;
• Deeply curious – you're interested in the world and people around you, want to understand how and why things work the way they do, and you love getting stuck into the detail;

… and you’ll hopefully also love heat pumps! 🤓

💰 Base salary £40-60k, plus 20% on-target bonus (£50k-£72k OTE)

🍰 Slice of equity (options) in the company

🏖️ 33 days holiday and opportunity to work from abroad for another 30 days each year

🏡 Hybrid working: Min. 3 days in-person a week (London or Bristol)

👧 Workplace Nursery Benefit scheme (YellowNest)

🚲 Cycle to Work scheme

👨‍👩‍👧‍👦 Brilliant team to learn from and massive opportunity to grow

🌍 Meaningful, impactful work that genuinely improves the world.

• We're currently a close-knit team split between London and Bristol. We spend 2-4 days each week working together in-person in both locations, and get everyone altogether every fortnight.
• You'll have genuine influence from day one. The best idea wins regardless of seniority. We expect you to challenge everything, ask "why?" multiple levels deep, and push back when something doesn't make sense.
• We want everyone to spend time with installers on-site, feel their pain points, then be able to rapidly suggest and implement solutions based on real feedback rather than assumptions.
• We move fast and ship imperfect things, learning from users rather than trying to perfect in isolation. When things break, we focus on how we fix it, what can we learn and never blame. You'll own your outcomes whilst knowing the team has your back.
• Feedback is constant, direct, and kind – we'll tell you when something isn't working and expect the same honesty (and empathy) back.