CUSTOMER SUCCESS SPECIALIST
BASED EDINBURGH / HYBRID / EXCELLENT SALARY AND PACKAGE
Join a mission-led team transforming childcare and financial wellbeing in Scotland
Based in Edinburgh, Halo Benefits Ltd is a rapidly scaling agentic AI platform business building the UK’s first fully compliant, tax-efficient salary-sacrifice optimisation platform. Operating strictly within UK tax-efficiency and government guidelines, we are developing an innovative solution that enables employees to legally and efficiently optimise their tax position by salary-sacrificing into approved schemes — from pensions and electric vehicles to cycle-to-work and, most notably, nursery and wrap-around childcare provision.
Our mission is simple: give every UK employee fair, transparent, and accessible routes to manage their tax obligations, helping them maximise their monthly take-home income. With significant expansion and a full go-to-market (GTM) launch planned for 2026, we’re growing fast — and we’re building a team ready to shape the future of employee tax efficiency in the UK. We are now seeking a proactive, people-focused Customer Success Specialist to ensure new users convert, adopt, and thrive on our platform.
Reporting to the Founders, as Customer Success Specialist, you will be at the heart of our user experience working closely with employers and employees to ensure they understand the platform, activate successfully, and remain delighted long after onboarding. You’ll build deep knowledge of how users interact with the product, identify friction points, and work cross-functionally with Sales, Marketing, Operations, Product, and Compliance to continuously improve the customer journey.
Key responsibilities include:
* Serve as the primary point of contact for new and existing employer clients and their employees.
* Guide users through platform setup, activation, and ongoing adoption.
* Deliver product walkthroughs, training sessions, and best-practice guidance.
* Build strong relationships with customers to understand their needs and ensure long-term success.
* Rapidly troubleshoot issues, escalations, and blockers with clarity and empathy.
* Provide insights to other internal teams to shape improvements and new features.
* Monitor engagement, identify risks, and proactively intervene to drive retention.
* Document processes, FAQs, and customer insights to streamline the support experience.
* Support the creation of scalable customer success workflows as the business grows.
* Contribute to the sales number by looking for and promoting opportunities to cross sell and introduce other parts of our group (Talent and Scout) to the client.
We are looking for hungry and ambitious candidates looking to build a career in Customer Success. You should have some experience in B2B customer success, account management, onboarding, HR related platforms, SaaS support, or a similar AI app/platform adoption customer-facing role. A confident communicator with the ability to explain complex processes clearly and positively, with exceptional relationship-building skills and a customer-first mindset. We are keen to hear from anyone with experience in employee benefits, childcare, UK salary sacrifice benefits payroll, HRMC guidelines, SaaS, or tax-efficiency products.
This role represents an exceptional opportunity to join a hyper growth super ambitious agentic AI scale-up business bringing a brand new solution to hard working UK employees and employers. You will get to see and massively contribute to our revenue growth and expansion, whilst learning first hand what it’s like to be in a truly innovative and entrepreneurial agentic AI start-up. An excellent base salary and benefits package grows as you grow and develop with us.
Applications are welcome to our agentic AI talent platform GRW Scout and will be overseen by Katie Hydes.