True Compliance
Customer Success Manager
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About True Compliance
True Compliance is a cloud-based platform designed to manage building compliance data in real-time, from reading and processing to storage, analysis, and reporting. Built on over 15 years of direct experience with compliance challenges, we combine advanced technology with practical, sector-specific expertise.
Our platform supports the "big six" compliance streams and many more, including gas, fire, electrical, water hygiene, asbestos, insurance, LOLER, bin, and estate inspections — enabling organisations to digitise and centralise all their safety-related checks. True Compliance is highly customisable, helping clients tailor workflows to their specific compliance needs while keeping things simple and effective. By delivering accurate data and intuitive tools in one cloud-based solution, we empower organisations to achieve genuine, end-to-end compliance.
We believe compliance isn't just about data — it's about people, homes, and trust. Our platform is already relied on by housing providers across the UK, including several G15 members, to keep residents safe and stay audit-ready. We're growing fast, and we're looking for people who care as much as we do about doing this well.
The Role
As our Customer Success Manager, you'll own the customer experience across all our products. You'll run the helpdesk, keep our knowledge base and learning content sharp, and act as the key link between our customers and our product teams — while building direct relationships with customers through regular meetings and check-ins. You'll also provide direction and support to our Customer Success Advisor, helping the team run smoothly day to day. You'll report directly to our COO.
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This is a great opportunity for an experienced customer success or support professional who wants real ownership of a growing customer function, with a direct line to leadership and product.
How we work: You'll be mostly home-based, with your first two weeks in our London (Old Street) office for training, then in the office once a week after that to stay connected with the team and customers.
What You'll Do
Helpdesk & Customer Communication
- Own the customer helpdesk, ensuring every ticket is triaged, responded to, and resolved within agreed SLAs
- Act as the primary point of contact for customer queries and issues across all our products
- Provide direction and support to our Customer Success Advisor, ensuring efficient ticket handling and escalation
- Proactively communicate product changes, updates, and improvements to customers, clearly and on time
- Schedule and run regular customer meetings to maintain relationships, gather feedback, and support ongoing adoption and satisfaction
Knowledge Base & Learning Content
- Own and maintain our knowledge base, keeping articles accurate, current, and accessible to all users
- Create and publish LMS courses to support customer onboarding, product adoption, and ongoing training
- Review and update content regularly in response to product changes, customer feedback, and usage patterns
- Build a structured content calendar so knowledge base and LMS coverage keeps pace with product development
Cross-Functional Collaboration
- Work closely with product leads across the business to stay ahead of upcoming changes, new features, and known issues, so customer-facing communications are always accurate and timely
- Feed customer insight, common queries, and recurring issues back to product leads to inform product development and prioritisation
- Collaborate with the COO and wider leadership team to continuously improve the customer success function
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What We're Looking For
- Experience in a customer success, support, or account management role, ideally within a SaaS or technology business
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
- Confidence managing a helpdesk or ticketing system and working to SLAs
- Experience creating or maintaining knowledge base content and/or LMS courses
- Strong organisational skills, with the ability to manage multiple priorities at once
- A collaborative, proactive approach, with a natural ability to build relationships across internal teams and with external customers
- Comfortable meeting with customers and representing the business professionally in client-facing settings
Why Join Us
- £40,000–£42,000, depending on experience
- Mostly home-based, with just one day a week in our Old Street office once you're settled in
- Real ownership of the customer success function, reporting directly to the COO
- Be part of a growing SaaS business making a real difference to housing safety across the UK
- A supportive, collaborative team where your ideas genuinely shape how we work with customers
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