Founding Customer Success Lead

Summary

Own installer relationships from onboarding through repeat usage, acting as the consistent human contact for contractors, triaging issues, and maintaining the customer pipeline. Spend time on site to document real workflows and pain points, translate those insights into product priorities for the technical team, and review AI-generated scope, compliance packs and accreditation paperwork to build a reliable knowledge base. Serve as the customer’s voice into product, hiring and strategy to help scale delivery of installations that support building performance and the UK’s net-zero goals.