Customer Success Team Lead (Maternity Cover)

Freelancingforgood; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A child education service provider is seeking a Customer Success Team Lead to drive childminder activation through strategic leadership and team management. This role involves overseeing onboarding processes, influencing customer decisions, and ensuring operational efficiency. The ideal candidate has over 3 years in customer success, team management experience, and a commitment to enhancing educational outcomes. The position is full-time, hybrid based in London.

Qualifications

• 3+ years supporting customers in success, onboarding, or operations roles.
• Experience managing or coaching a small team, including setting targets and managing performance.
• Comfortable influencing customer decisions around pricing, hours, or business growth.
• Confident using performance metrics and dashboards to guide team focus and track success.
• Able to identify and implement process improvements, introduce structure, and maintain or improve internal playbooks.

Responsibilities

• Design and deliver initiatives that directly support our mission and goals.
• Own projects end-to-end, tracking success and learning from what works.
• Work across teams to ensure your work lands with impact.
• Stay close to our educators, ensuring we’re solving real problems.
• Test, learn, and adapt – nothing is sacred if a better way is possible.

Skills

Customer success or onboarding experience

Team management

Driving customer behaviour change

Data led decision making

Operational and process mindset

Tools

Hubspot

Intercom

Job description

Tiney is looking for a Customer Success Team Lead (maternity cover).

Overview:

• Full-time fixed-term (maternity cover)
• Location: London, UK (hybrid)
• Language: English
• Salary: not applicable
• Applications closing: until filled

Job Description

Attiney, we’re on a mission tounlock the potential of every childby revolutionising early years education.

We believe all children deserve access tohigh-quality, nurturing, play-based learning— and that the best way to make this happen is by empowering a new generation ofbrilliant childminders. We use technology, community, and creativity to build a network of early educators who are not only trained and supported by us but backed by a system that’s designed to help them (and the children they care for) truly thrive.

We’re looking for a Customer Success Team Lead (Maternity Cover) to lead and support a team of advisors and support staff as they help prospective childminders move from training through to successful trading. This role is central to driving childminder activation, improving operational efficiency, and supporting growth, ensuring we continue delivering magic at scale.

Responsibilities

What you’ll be doing:

• Strategy & Execution

  – Design and deliver initiatives that directly support our mission and goals

• Project Management

  – Own projects end-to-end, tracking success and learning from what works (and what doesn’t)

• Collaboration

  – Work across teams to make sure your work lands with impact and heart

• Customer Focus

  – Stay close to our educators, ensuring we’re solving real problems

• Iteration & Learning

  – Test, learn, and adapt – nothing is sacred if a better way is possible

Role Requirements

We’re looking for someone who’smission-driven, collaborative, and loves a good challenge. You don’t need to tick every box – we value potential and attitude as much as experience.

Must-haves:

• Customer success or onboarding experience
  • 3+ years supporting customers in success, onboarding, or operations roles
• Team management
  • Experience managing or coaching a small team, including setting targets and managing performance
• Driving customer behaviour change
  • Comfortable influencing customer decisions around pricing, hours, or business growth
• Data led decision making
  • Confident using performance metrics and dashboards to guide team focus and track success
• Operational and process mindset
  • Able to identify and implement process improvements, introduce structure, and maintain or improve internal playbooks

Nice-to-haves:

• Experience working in education, early years, training or marketplaces
• Experience using Hubspot or Intercom

How to apply?

To apply for this role, please fill in the application form.