About Charlie

We’re Charlie and we exist to Make Work Better. We do this by helping small businesses automate their HR tasks so they have the time, headspace and tools they need to build an engaged and high-performing team.

We’re looking for a Customer Success and Support Lead to join our Leadership Team and head up the Customer Success team here at Charlie.

Come on and join us to Make Work Better!

In this role you will:

• Design, execute and iterate on a CS strategy to improve our customer health metrics and drive down churn (e.g. through feature adoption and education to maximise the value our customers get from Charlie)

• Lead a highly effective Customer Success team by developing our 3 Customer Advocates and ensuring all day-to-day processes are seamlessly run

• Play a key role in our Senior Leadership Team, helping to drive our company strategy and ensuring that we are continuing to build a customer-centric organisation

• Help to drive our upsell programme, by supporting lead generation for our ATS add-on (Charlie Recruit) and leading on the sales and delivery of our premium tier (Charlie Plus) to existing customers

• Effectively collaborate with Product, Sales and Marketing to ensure alignment across our strategic plans and that customer insights are shared to inform decision-making
  
• This role will be reporting into the COO