CloudCapcha
Client Success Champion (Adoption & Enablement)
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We are receiving a high volume of applications and are looking for exceptional candidates — to stand out, we strongly encourage you to submit a tailored covering letter explaining why you are the right fit for this role to bekki.hawkes@cloudcapcha.com
Job Title: Client Success Champion
Location: Remote (UK) with occasional on-site client visits
Salary: £45,000–£55,000
At CloudCapcha, we are reinventing how accounting and legal firms understand productivity and time. Our software only delivers value when people genuinely change how they work, and this role exists to make that happen.
About CloudCapcha
CloudCapcha is an accounting-tech scale-up transforming time recording and productivity for professional firms.
Our product, WorkCapcha, lives inside Microsoft Teams and uses intelligent activity capture and AI-powered DayBooks to help firms understand the true cost of production, without relying on memory or manual effort.
We believe technology should fit naturally into how professionals work. That belief shapes everything we do.
Role Purpose
This role exists to help people change how they work. This isn’t always straightforward; you’ll be helping busy professionals unlearn old habits, challenge assumptions, and build trust in a new way of working.
The Client Success Champion is responsible for guiding firms and their users through onboarding and beyond, ensuring WorkCapcha becomes a natural, embedded part of daily working life. This is not a sales, renewals, or commercial account management role. Success is measured by adoption, engagement, and sustained behavioural change.
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You will work closely with client champions, end users, and our internal Product and Development teams to ensure clients extract real, lasting value from WorkCapcha.
What This Role Is NOT
- Not a sales role
- Not a renewals or upsell role
- Not revenue or target carrying
Key Responsibilities
- Design and deliver structured onboarding and adoption journeys for new clients
- Deliver engaging training for client champions, advocates, and end users
- Coach users through new ways of working and improved productivity habits
- Identify resistance to change and design practical interventions to overcome it
- Create and maintain high-quality training materials, guides, and short-form videos
- Analyse product usage data to track adoption and identify improvement opportunities
- Facilitate user feedback sessions, focus groups, and adoption reviews
- Represent the voice of the user internally, influencing product development priorities
- Collaborate closely with Product, Development, and Support teams
How Success Is Measured
- Active and consistent user adoption across client firms
- Depth and quality of feature usage
- Evidence of changed behaviours around time recording and productivity
- Positive qualitative feedback from end users and champions
- Reduced reliance on manual or retrospective time entry
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About You
You’ll thrive in this role if you enjoy helping people learn, adapt, and succeed.
- You have experience enabling adoption of B2B software in professional environments
- You enjoy training, coaching, and facilitating workshops
- You understand how challenging and painful change can be
- You are motivated by user success rather than commercial targets
- You are comfortable working with accounting, legal, or other professional services users
- You understand change management in practical, real-world terms
- You communicate clearly with both technical and non-technical audiences
- You are confident working independently in a remote, scale-up environment
- You are naturally curious, structured, and improvement-focused
Experience
- 3+ years in Client Enablement, Customer Adoption, Implementation, or similar roles
- Experience working with SaaS products preferred
- Familiarity with professional services firms is an advantage
- Comfortable using tools such as Zendesk, Trello, PowerBI, or similar
At CloudCapcha, we work openly and honestly, using the EOS “Traction” framework to help us execute well and keep improving.
We value clarity, ownership, and thoughtful collaboration — and we care deeply about building software that genuinely helps people work better.
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Jessica, London
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