Customer Success Manager

In less than 18 months we’ve gone from 0 to over 400 customers, and we’re showing no signs of slowing down. We’re looking for someone exceptional to come help us train & support our phenomenal customers, unlocking a huge amount of the value that’s currently tied up in the book. So if you’re commercially-minded and want to make a massive impact on both the UK’s net zero ambitions and on 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 now raised further investment, we’re in the process of scaling the team to massively grow our impact. We ultimately want to build an operating system for the whole home renewables supply chain. Picture a combination of ServiceTitan, Procore, and autoCAD and you might get a sense of where we’re headed…

You’ll be working closely with Steph, Jo, and Esme to build relationships with our wonderful installers, help ensure that everyone in their team is getting maximum value from Spruce, and grow the size of their accounts. There’ll be a ton of variety, but the core areas of your role will be:

• Training & onboarding – you’ll create a brilliant initial experience for every new installer we sign up, ensuring that their whole team quickly gets to grips with Spruce and feels the benefits right away.
• Upsells & expansion – you’ll unlock a ton of value in the existing book and quickly grow new contracts by increasing usage of the product and helping installers grow their businesses.
• Building processes, systems, and guides – you’ll continuously be trying to automate yourself by improving our existing self-serve guides and FAQs, creating training videos, building more comprehensive and effective onboarding processes, and working with devs and designers to bring tips and tutorials onto the platform.
• Reactive support – you’ll be the first port-of-call for any queries or requests that come in from users, triaging and bringing in others for help where needed.

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

• A strong relationship builder & clear communicator – you find it easy to warm to people, are genuinely excited to solve their problems, and can explain complex concepts in simple terms;
• Relentlessly proactive & determined to succeed – you naturally take responsibility for things, are always pushing to improve everything around you, and you’re ambitious for yourself and the teams you’re part of;
• Deeply curious – you’re interested in the world and people around you. You want to understand how and why things work in the way they do.

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

💰 Base salary £45-60k, plus 20% on-target bonus (£54k-£72k OTE)

🍰 Slice of equity (options) in the company

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

👨‍👩‍👧‍👦 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 of 10, split between London and Bristol. We spend 2-3 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.