Customer Success Manager

Installio; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A next-generation heat pump installer is looking for a customer success specialist to support homeowners and B2B partners throughout the installation journey. This role involves providing assistance via email, phone, and live chat, ensuring excellent service and proactive communication. The ideal candidate will have experience in customer support, be detail-oriented, and passionate about climate solutions. The position offers a competitive salary and hybrid working opportunities in central London.

Benefits

Competitive salary £40-60k

Meaningful equity

Hands-on role in a purpose-driven company

Collaboration with founders and operation teams

Qualifications

• Experience in a customer support or success role, ideally in a startup or fast-paced environment.
• Empathetic communicator who’s great at keeping people informed.
• Super organised, detail-oriented and calm under pressure.

Responsibilities

• Provide timely, friendly support across email, phone and live chat.
• Help homeowners and partners navigate the install process.
• Work closely with field teams to track job progress.

Skills

Customer support experience

Empathetic communication

Organizational skills

Tech-savvy

Passion for service

Tools

CRMs

Customer service tools

Job description

About Installio

Installio is the next-generation heat pump installer. We're scaling the UK’s green collar workforce and accelerating the adoption of clean heating through technology. Working directly with homeowners as well as installing on behalf B2B partners such as E.ON and Good Energy, our tech-enabled installation platform helps deliver and grow heat pump installation capacity at scale.

As experienced third time founders (ex-McKinsey, ex-Bloomberg), we’re backed by VC and industry leaders, embedded with major B2B players, growing fast and just getting started. We're now hiring for a customer-facing role that blends customer success and support, helping us deliver a best-in-class experience across every touchpoint.

The role

You’ll sit at the heart of our customer operations, supporting both homeowners and B2B partners throughout the install journey. From pre-sale questions to post-installation follow-up, you’ll ensure every customer feels informed, supported and looked after.

You’ll be part of a small, fast-moving team, working closely with ops, product and field teams to identify issues, improve processes and make our service experience as smooth as possible.

What you’ll do

• Provide timely, friendly support across email, phone and live chat
• Help homeowners and partners navigate the install process, resolving queries and managing expectations
• Work closely with field teams to track job progress and follow up on issues
• Escalate and troubleshoot where needed, keeping customers updated throughout
• Support onboarding and engagement for new B2B partners
• Spot recurring issues and work with the wider team to fix root causes

What we’re looking for

• Experience in a customer support or success role, ideally in a startup or fast-paced environment
• Empathetic communicator who’s great at keeping people informed
• Super organised, detail-oriented and calm under pressure
• Tech-savvy, comfortable using CRMs, CS tools and messaging platforms
• Passionate about delivering great service and being part of the climate solution

What you’ll get

• Competitive salary £40-60k and meaningful equity
• A hands-on role in a purpose-driven company tackling a big challenge
• Close collaboration with founders and the operations team
• Opportunity to grow with the business and shape how we support customers at scale
• Hybrid working with a central London HQ