Customer Success Team Lead

WinChoice; Tipton; On-site; GBP 40,000 - 65,000; Full time

Job summary

WinChoice is seeking a Customer Success Manager to lead a team of Customer Success Advocates and ensure homeowners feel informed and supported from contract through completion.

You will combine hands-on leadership with a passion for customer experience, coaching the team, handling escalations, and driving continuous improvements across the WinChoice Customer Journey. Strong communication and CRM experience are essential.

Qualifications

• 2+ years of customer service, customer success, or account management experience; includes leading, mentoring or training others.
• Experience with CRM software, preferably HubSpot, including reporting and dashboard functions.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Hire, train, and coach a team of Customer Success Advocates with clear performance expectations.
• Own the WinChoice Customer Journey end-to-end from contract to installation to close-out.
• Track and report team KPIs, response times, and resolution rates; identify improvement opportunities.

Skills

Communication skills

Team leadership

Problem solving

Attention to detail

Customer service focus

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

HubSpot

Job description

WinChoice is seeking a Customer Success Manager to lead a team of Customer Success Advocates and ensure homeowners feel informed and supported from contract through completion.

You will combine hands-on leadership with a passion for customer experience, coaching the team, handling escalations, and driving continuous improvements across the WinChoice Customer Journey. Strong communication and CRM experience are essential.