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Customer success manager

Bristol (City of Bristol)
Spruce
Customer success manager
Posted: 15 July
Offer description

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 help us train & support our phenomenal customers, unlocking a huge amount of value currently tied up in the book. If you're commercially-minded and want to make a significant impact on the UK's net zero ambitions and on the lives and businesses of heat pump installers, please read on!

Background on Spruce

Almost 20% of the UK's carbon emissions come from heating homes. Achieving net zero requires phasing out gas and oil boilers. Heat pumps are a promising alternative, capable of turning 1 kW of electricity into 3-5 kW of heat. However, the installation process is slow, inefficient, and challenging, which hampers growth for installers and deters gas engineers from adopting heat pumps.

We're building a platform to streamline the heat pump installation journey from enquiry to compliance, enabling installers to focus on quality, customer service, and scaling their businesses. Since launching in early 2024, we've significantly impacted UK installation businesses, doubling sales conversion rates and reducing job times.

With additional investment, we're scaling our team to expand our impact. Our vision is to create an operating system for the entire home renewables supply chain, akin to ServiceTitan, Procore, and AutoCAD.

The Role

You will work closely with Steph, Jo, and Esme to build relationships with installers, ensure they derive maximum value from Spruce, and grow their accounts. Your core responsibilities will include:

* Creating a brilliant onboarding experience for new installers, ensuring quick adoption and immediate benefits.
* Growing existing accounts by increasing product usage and helping installers expand their businesses.
* Developing processes, guides, training videos, and tutorials to automate and improve onboarding and support.
* Providing reactive support, handling user queries, and coordinating with others as needed.

Requirements

You should have at least 2 years of client-facing experience and ideally be:

* A strong relationship builder and clear communicator who can simplify complex concepts.
* Proactive, responsible, and ambitious to succeed and improve.
* Curious about the world and how things work.
* Passionate about heat pumps is a plus!

Benefits

Base salary £45-60k, plus 20% bonus (£54k-£72k OTE). Equity options, 33 days holiday plus 30 days abroad work opportunity, a supportive team, and meaningful work that makes a difference.

Working at Spruce

* A close-knit team of 10 across London and Bristol, with in-person collaboration 2-3 days a week.
* Genuine influence from day one, with an open environment for ideas and challenge.
* On-site installer engagement to understand pain points and develop solutions.
* Fast-paced development, learning from users, and ownership of outcomes.
* Constant, honest, and empathetic feedback culture.
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