Customer Success Lead

Salary: £38,000 rising to £42,099 on successful completion of probation, plus contributory pension with employer matched contributions of 4%–5%

Hours: 35 hours per week, flexitime friendly

Line management: None

Location: Remote, with occasional days in our London office and travel to UK events as required.

Overview

HACT is seeking a Customer Success Lead to own the experience, retention and growth of our customers across our social value products and services.

The role sits at the centre of our Growth and Customer function, working across our Social Value Insight platform (SaaS), consultancy services and programmes, supporting housing associations and sector partners across the UK. You will lead customer onboarding, engagement and renewal, helping customers maximise the value of working with HACT while driving platform adoption, long-term retention and the ongoing development of our customer success approach.

Purpose of the Role

To lead and develop HACT's customer success approach, building strong relationships, driving engagement and retention, and identifying opportunities to grow customer value. You will own the customer experience across onboarding, engagement and renewal, and help shape the processes, tools and ways of working that underpin it.

Responsibilities

Customer Ownership & Engagement

• Own a portfolio of customer relationships across our Social Value Insight platform
• Build trusted relationships with customers, understanding their priorities and how HACT can support them
• Be the key point of contact for queries, feedback and support, ensuring timely resolution

Onboarding, Adoption & Customer Experience

• Lead onboarding for new customers, ensuring a consistent, high-quality experience
• Design and deliver training and guidance to improve customer confidence and engagement
• Maintain a clear, structured approach to ongoing customer engagement

Retention, Growth & Commercial Awareness

• Take ownership of customer retention and renewal activity
• Identify and drive upsell and cross-sell opportunities, working with the Growth team to convert them
• Monitor customer health and proactively address risks

Customer Insight, Data & Reporting

• Use customer feedback and data to identify trends, challenges and opportunities
• Maintain accurate customer data within CRM and internal systems, tracking engagement and key metrics
• Feed customer insight into product and service development
• Work closely with product, consultancy and programme colleagues to ensure a joined-up approach

What We're Looking For

Essential

• Experience in customer success, account management or a similar role, ideally in a SaaS or service-based environment
• Comfortable owning a customer portfolio and managing relationships independently
• Commercially aware, with an understanding of customer lifecycle, retention and engagement principles
• Excellent written and verbal communication skills and ability to build trust with external stakeholders
• Able to interpret data and customer insight to inform decisions
• Experience designing and delivering onboarding and training for customers
• Highly organised, able to manage multiple priorities across different workstreams

Desirable

• Experience using CRM systems, ideally HubSpot
• Experience selling to or working with housing associations, local authorities or charities
• Process or service improvement experience
• Experience using AI-driven tools to enhance customer success activities

Why Join Us

We're a small, expert team doing work that genuinely matters. HACT sits at the heart of the social housing sector, and the tools and programmes we build have real impact on housing providers, their residents and the communities they serve.

This is a role where you'll have real ownership — leading on customer success and shaping how we work with customers as we continue to grow. You won't be handed a fixed playbook; you'll be building and refining one.

We work remotely and flexibly, and we trust our people to get on with it. If you want to work somewhere purposeful, collaborative, and genuinely open to new ideas, we'd love to hear from you.

Benefits

• Up to 5% matched pension contribution with life insurance
• 27 days annual leave rising to 30 after three years, plus 8 bank holidays
• BYOD payment and access to interest-free loans for personal equipment
• Employee Assistance Programme and health and wellbeing support
• Long service benefits
• Fully remote team with a small office near London Bridge; flexible working supported

About HACT

As the charity of the social housing sector, HACT has driven the transformation and development of housing providers for over 60 years. We believe housing is about more than bricks and mortar — it's about enhancing people's lives. By partnering with organisations across the sector, we drive value for residents and communities through insight-led products and services that encourage innovation and foster collaboration. HACT is committed to creating a safe, inclusive and respectful environment for colleagues, customers, partners and communities.