Customer Success Associate

Zeti; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Private health insurance

Life insurance

Nursery salary sacrifice

25 days PTO

Company social events

Job summary

Zeti is seeking a Customer Success Associate to be the primary contact for lenders and asset operators, ensuring fast, professional responses and maximum value from ZetiOS. You'll own customer-facing servicing work, onboarding and communications, while collaborating with Product and Operations for continuous improvement.

This hands-on role offers early ownership in a small, fast-paced team. Based in London, you’ll work three days in the private office and two days remotely, with EMI share

Qualifications

• Some experience in a customer-facing role, ideally in fintech, SaaS or financial services.
• Excellent written and verbal communication with a professional tone.
• Strong organisational skills and ability to manage multiple deadlines.
• Confidence with numbers and contractual concepts; training provided on Zeti processes.
• Proactive, problem-solving mindset with ownership from start to resolution.
• Interest in using AI tools such as Claude Cowork to improve efficiency.
• Comfort working in a small, fast-paced team with flexible roles.
• UK-based with right to work without sponsorship.

Responsibilities

• Act as the first point of contact for lenders and operators, answering inquiries within SLAs.
• Own contractual servicing processes including closures, payment plans and arrears.
• Manage onboarding end-to-end for new lenders, operators and partners.
• Proactively communicate on billing and telematics issues to reduce support volume.
• Support telematics issues and liaise with data suppliers on installations and data.
• Monitor portfolio performance and flag risks or opportunities for returns.
• Produce clear reporting on performance for internal stakeholders.
• Create training materials and FAQs for lenders and operators to self-serve.
• Identify recurring pain points and feed insights back into product roadmap.
• Utilise AI tools to draft communications and speed up routine admin.

Skills

Customer success

Account management

Communication skills

Attention to detail

Problem solving

AI tools

Numbers & billing

Tools

Claude Cowork

Job description

Zeti is an award-winning technology company building ZetiOS, a proprietary operating system for the financing of hard assets across transportation, energy and construction sectors with the goal of aiding decarbonization.

ZetiOS combines real-time asset data with the financial contracts that govern how those assets are funded and operated - enabling utilization-based finance, asset-level three-statement modelling and live ESG reporting that static, data-blind platforms simply cannot match.

Our mission is to accelerate smarter asset-backed finance, and through it, the energy transition.

We serve four types of organization:

• Institutional lenders and funders - such as public banks and private credit institutions (e.g. Paragon Bank and Octopus Investments) - deploying capital across hire purchase, finance lease, PPAs and pay-per-use structures
• Asset operators across sustainable transport fleets, hydrogen infrastructure and renewable generation who need flexible financing and real-time operational insight
• Suppliers and manufacturers seeking asset intelligence and embedded finance capabilities
• Public programme administrators - such as CALSTART and the Lighter than Aire consortium - who need to monitor assets in order to perform automated regulatory reporting and to visualize geospatial data

Alongside ZetiOS, a specialist professional services team connects capital with operators and navigates the complexity of each client's market.

Founded in 2020 after incubation at Octopus Investments, Zeti has graduated from the Accenture FinTech Innovation Lab, won the Visa Everywhere Initiative (Europe), and raised capital from Powerhouse, Toyota Ventures and HYCAP. ZetiOS manages approximately £30m of deployed assets, has helped operators avoid over 15,000 tonnes of CO₂, and has a pipeline exceeding £400m across the UK, US and Central Europe.

We're now entering a critical next phase of growth, and are looking for a Customer Success Associate to maximize the value that our customers obtain from our platform.

Role overview

Reporting into Ed Stapleton (Product & Operations Director), the Customer Success Associate will be the primary point of contact for our lenders and asset operators, making sure they get a fast, professional response and maximum value from ZetiOS. You'll take ownership of the customer-facing servicing work, handling inbound inquiries, contract administration and telematics issues, as well as the proactive billing, onboarding and customer communications currently shared between our Product and Operations team. This is a hands-on, detail-oriented role at the center of Zeti's customer relationships, ideal for someone who wants real ownership early in their career.

Day-to-day activities

• Act as the first point of contact for inbound inquiries from lenders and asset operators, investigating issues with diligence and responding within agreed SLAs
• Own contractual servicing processes such as contract closures, payment plan negotiations and arrears management
• Manage customer onboarding end-to-end - accounts, contracts, telematics connections and payment mandates - so new lenders, operators and partners get up and running smoothly
• Proactively communicate with customers on billing, invoicing, payment and telematics issues, reducing the volume of queries that need to reach the wider Product and Operations team
• Support telematics-related issues, including liaising with data suppliers on hardware installations, data compatibility and odometer/mileage reconciliation
• Monitor contract and portfolio performance, flagging opportunities and issues that affect returns for lenders
• Produce and circulate clear, insightful reporting on portfolio and customer performance to internal stakeholders
• Create and maintain customer-facing training materials and FAQs so lenders and operators can self-serve on ZetiOS
• Identify recurring customer pain points and feed them back into the product roadmap
• Leverage AI-assisted tools (such as Claude Cowork or similar) to draft and refine customer communications and speed up routine admin

What we're looking for

We're looking for someone with:

• Some experience in a customer-facing role - such as customer success, account management, client services, operations or customer support - ideally within fintech, SaaS or financial services, though we're open on background
• Excellent written and verbal communication skills, with a professional, empathetic tone under pressure
• Strong organizational skills and attention to detail, comfortable juggling multiple customer queries and deadlines at once
• Confidence with numbers and an interest in financial/contractual concepts (e.g. billing, payment plans, reconciliations) - full training given on Zeti-specific processes
• A proactive, problem-solving mindset, and the confidence to own an issue through to resolution rather than escalate by default
• Genuine interest in using AI tools to work more efficiently, and openness to adopting tools like Claude Cowork as part of your daily workflow
• Comfort working in a small, fast-paced team, wearing multiple hats without a rigid structure
• You're UK-based with the right to work without requiring employer sponsorship

Details

Salary: £40,000-50,000 per year + EMI share options

Location: We're based in FORA Albert House in Shoreditch. We work together in a private office there three days per week, with two days of remote work.

• 25 days of PTO (excluding UK national holidays)
• Half-yearly company summits, featuring social activities
• Free drinks and snacks at the office
• Private health insurance
• Life insurance
• Workplace nursery salary sacrifice scheme

Diversity & Inclusion: Zeti is an equal opportunity employer, and both welcomes and demonstrates diversity.