Overview
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!
The Role
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.
Requirements
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! …