ProfilePartner
Head of Customer Success
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Head of Customer Success – Fast-Growing Startup
Job Summary
We are seeking an ambitious, proactive, and highly organised Head of Customer Success to join the core team at ProfilePartner.net, a fast-growing startup in the LinkedIn lead generation and social media growth space based in the Northampton/Kettering area.
This is an exciting opportunity to join a young, modern, and entrepreneurial business at an early stage, with big plans for expansion, career progression, salary growth, and a vibrant office environment.
ProfilePartner helps businesses grow by providing access to:
- Social media accounts
- Campaign support
- Lead generation infrastructure
You will work closely with:
- Clients
- Internal team members
- Leadership to ensure:
- Proper onboarding
- Strong support
- Clear communication
- Retention success
- A positive overall experience
This is not a slow corporate customer support role. It is a hands-on, fast-paced startup position, where you will be expected to:
- Take ownership
- Solve problems
- Communicate clearly
- Manage client relationships
- Support the team
- Improve processes
- Build the customer success function
The role will initially be remote, but we are setting up our first office in Northampton/Kettering. Once operational, this will become a hybrid role with a mix of remote and office-based work.
Our goal is to create:
- A modern, buzzing office culture
- A strong team atmosphere
- Comfortable working spaces, coffee, breakout areas, social events, and work outings
- A space where ambitious people enjoy coming to work
About ProfilePartner
How We Help Businesses: Professionally growing their LinkedIn lead generation by providing:
- Access to high-quality outreach profiles
- Social media accounts
- Campaign support
Our clients use our services to:
- Scale outreach efforts
- Book more meetings
- Grow businesses online
Who We Serve:
- Agencies
- Founders
- Sales teams
- Businesses looking to generate more leads via LinkedIn and social media
We are:
- Fast-moving
- Ambitious
- Building something much bigger than a normal service business.
We want talent who:
- Are excited by growth, technology, marketing, startups, and building from the ground up.
The Role
As Head of Customer Success, you will be responsible for managing and improving the full client journey, from onboarding through to retention and long-term customer satisfaction.
Your key tasks include:
- Client communication across multiple platforms (Slack, email, calls)
- Onboarding and ensuring clients are properly set up
- Resolving issues and improving client satisfaction
- Tracking key customer success metrics, such as:
- Involving client updates, support, monitoring
- Internal process coordination
- Supporting founders and leadership
- Building a strong, professional customer experience
- Leading process improvements
Expected Mindset:
- Active, hands-on, and proactive
- No passive waiting—take ownership to troubleshoot and solve issues
- Perfect for someone eager to build a long-term career in customer success, client management, operations, and leadership.
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Potential for Growth:
- As the business expands, senior leadership positions in:
- Customer success oversight
- Client experience management
- Retention strategy
- Team leadership
Key Responsibilities
- Manage the full customer success cycle: Onboarding → support → retention → client experience
- Regular client communication, including:
- Updates & feedback
- Phone calls
- Technical troubleshooting
- Lead onboarding, ensuring smooth scaling
- Coordinate internally to meet deadlines and deadlines for client tasks
- Monitor all client metrics, including:
- Account activity
- Task progress
- Service delivery quality
- Quickly resolve client issues, reducing escalations and complaints
- Identify at-risk accounts before they cancel or complain
- Boost client retention by assuring clients feel:
- Supported
- Informed
- Valued
- Hold internal teams accountable for client deliverables
- Improve processes, systems, and documentation:
- Develop Standard Operating Procedures (SOPs)
- Create checklists for workflow automation
- Build customer success frameworks
- Follow KPIs, measure:
- NPS (Net Promoter Score)
- Account satisfaction
- Delivered SLAs
- Support the founders & leadership with client & business priorities
- Contribute ideas to elevate:
- Customers’ journey
- Team productivity
- Business growth
What We Are Looking For
We are seeking a driven, organised professional who thrives in startups:
Ideal Traits:
- Proactive—never passive; always seeking solutions
- Confident in communication (both verbal and written)
- Results-oriented—享受 in a busy, fast-paced environment
- Enjoys building relationships with clients
- Problem-solving skills—adapts quickly to evolving priorities
- Personal drive—ensures tasks are prioritised and done
- Long-term vision—wants to grow with the company
- Open-minded—sail from a diverse set of backgrounds
Role Fit:
This position isn’t suited for static corporate labor. It’s a role that:
- Gives ownership early on
- Test you in a fast-moving, adaptable environment
- Rewards decision-making and ** renovation.**
Requirements
Dependent (preferred):
- Experience in customer success, client management, account operations, or scale startups:
- SaaS
- Marketing agencys
- Social media growth
- Lead generation teams
Preferred skills: ✔ Strong communication skills (both written & spoken) ✔ Confidence when engaging with clients and teams online ✔ Uncompromising organisation and meticulous detail orientation ✔ Ability to manage high-priority tasks, clients, and changing workstreams ✔ Thrives in a fast-paced, agile startup ✔ Decision-making and problem-solving skills ✔ Willing to learn new systems quickly ✔ Ability to work remotely—early on, with future office hybrid option
Technical platforms experience:
- Slack, Monday.com, ClickUp, Trello, Asana, HubSpot, or similar project-management tools
- Google Workspace proficiency (recommended)
Bonus qualifications
- Past experience in:
- Marketing
- Lead generation
- Agency operations
- Social media growth
- Sales teams
- Employer branding
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Geographical preference:
- Ideal: Available in or near Northamptonshire, Northampton
- Flexible when office trails come later but should be open to relocation preference
Ideal Candidate Profile
This is perfect for someone who:
- Wants long-term growth—team progression past junior roles
- Enjoy start-up dynamics of explosive growth phases
- Prefers fast-paced vs. slow corporate moving
- Cares deeply about personal connections with clients
- Motivated by building something big from the ground up
- Energetic in a team setting—collaborativity-driven and buzz.
Working Environment
Current structure:
- 100% Remote while Northampton office establishes
- Hybrid role post-launch (remote-office flexibility principles)
Office culture focuses on:
- Modern, collaborative spaces
- Social events
- Networking and team bonding
- December-the prosperity
Working hrs:
- Mon to Fri, with flexibility in set boundaries
Career Progression
As a core hire, management opportunities expand as we scale:
- Expect to see career steps from:
- Offered Head of CS to
- General Manager for Customer Experience roles
- Coordinate larger strategic projects
Progression roadmap examples:
- Elevated purposed retraining
- Internal leadership over teams
- Cross-departmental Xs
Why Join ProfilePartner?
Join a team that: ✅ Grows at a visible pace ✅ Cultivates a strong team culture ✅ Plans real-world city offices ✅ Uses NAIL innovation at every angle ✅ Charts exciting career pathways
Unique features:
- Hybrid remote/office structure (future-proof flexibility)
- Founder-driven team culture
- Rapid promotion paths
- Core-growing operations of scale
Job Type
- Full-time
- Partial time (remote/office hybrid)
Salary
£1,500 – £2,500 monthly, dependant on experience, with performance-related bonuses.
Application Process
To apply, adhere to these guidelines: Step 1: Send a short Loom-style video (max 5mins) introducing yourself. Include:
- Interest in the Head of Customer Success Role
- Your current job or project engagements
- Work history (prior any relevant roles)
- Future goals and why they’re motivations to apply
- Unique qualifications or fit for our startup
Step 2: Attach either: 📂 Your full, recent CV or 🧹 A short brief summary of (less than one page) showing:
- Work experiences, roles or achievements
- Plus any transferable skills that stimulate your mindset
Optional: If briefly calling the relevant signposts, please address:
Criteria Evaluation Focus:
Why the Loom Video?
We value conversational quality vs. text motivation letters. Helps us understand:
- Tone & warmth
- Are you **driven? Confident? Thoughtful?
Key Insight We Hunt:
- Passion with purpose for customer experience
- Adaptability to fast-change environments
- Problem-solving creidibility
- Clear, reasoned decision-making examples
- Willingness to engage as startup core-thinkers
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