Customer Success Lead

About Unbiased

We are Unbiased. We know that creating a secure future for you and your family tomorrow means making the right financial decisions today. But finding professionals you can trust to give you the right advice for you isn’t always easy. With Unbiased it is.

At Unbiased we’ve got the trusted experience and advice you need to help you make those difficult decisions with confidence. We simply and reliably connect you with financial advisers, mortgage brokers or accountants who can give you clear, impartial advice, tailored to your individual circumstances. So when it comes to making life’s biggest decisions, you’re never on your own.

We have big ambitions to improve how people tackle the biggest decisions, and working at Unbiased means working with intelligent, motivated people who believe in this. 

The Role

The Customer Success Lead is responsible for developing customer relationships that promote retention and loyalty. You must have a deep knowledge of Unbiased products as you will be responsible for ensuring that our customers are onboarded correctly - but don't worry, we'll make sure you get all the training you need! You'll be reporting into the CCO, keeping her and the business up to date with reporting and the success of the team. Most importantly, you will be truly passionate about creating an excellent customer experience. 

In a nutshell, you will...

  • Manage a team of Customer Success Advisors and Account Managers and set the overall vision and strategic plan, focusing on:
    • Quality of onboarding – product education
    • Adoption & usage of product – improved engagement
    • Expansion – ensuring that customers are purchasing additional products/services
    • Reduce/prevent churn
    • Assisting in design of products (based on client needs)
    • Preventing failed payment
  • Create policies and procedures that optimise the customer experience (policies the entire team can adhere to so all customers receive the same quality of service)
  • Define and optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Provide technical support and training on our products during the onboarding process (and beyond if necessary), on educating customers on the flexibility and capabilities of our platform to encourage continued use of our services
  • Train your team to perform at their optimal level 
  • Complete financial forecasting and tailor strategies to changing requirements of the business
  • Demonstrate extensive experience in planning sales strategies to perform sales activities effectively and accomplish project goals effectively

What you'll get...

You'll take a leading role in all things relating to Customer Success in what promises to be the most exciting period in the company's history. Earlier in the year we were able to raise £5m external investment to help with our expansion plans so now is a great time to join despite current national events. 

You also be regularly in contact with the senior leadership team so the role would be ideal for someone who is looking to take the next step in their career but who enjoys working in a startup type environment.

To succeed, you’ll need…

  • Experience. The ideal candidate could have 5 years management experience and experience within a SaaS or subscription software company
  • Some exposure to financial or property markets desirable
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • To be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Willingness and ability to address escalated client issues with speed and urgency
  • Emotional intelligence - easily empathises and understand the customer’s requirements. 
  • Excellent communication skills - both verbal and in writing.

Or, know someone who would be a perfect fit? Let them know!


12-14 Berry St
EC1V 0JR London Directions View page

Perks & Benefits

One of the biggest benefits of working at Unbiased is joining a growing business at a super exciting time! You’ll get the opportunity to work with some really smart people and make a positive impact on how people make life’s big decisions.

Along with this, we have a mix of benefits that support our team’s financial, physical and mental wellbeing. Some of these include:

  • 23 days' annual leave

    Plus time off between Christmas and New Year and enhanced leave based on length of service

  • Learning and Development

    £1,000 individual learning budget to use towards your development

  • Remote working

    Skip the commute and work from home one day a week

  • Super fun socials and rewards

    Festivals, pub quizzes, chocolate making, poker nights, ping pong (the list goes on!)

  • Health and wellness

    Annual subscription to Calm or a mindfulness app of your choice, fruit in the office every day, mental health awareness and badminton to offset the weekly bake-offs

  • Extras

    Enhanced employer pension scheme, cycle to work scheme, season ticket loan and death in service (which we hope you'll never need)

What makes us different?

Want some insight into how we work as a team? Here are our culture behaviours that are at the core of everything we do:

Be relentless about progress

To be the best at what we do, we push things forward with tenacity. 

There will always be blockers, we always find ways around them. 

Enjoy the journey

We celebrate successes and give kudos to our colleagues for a job well done, no matter how small.

Share and seek input

Our most valuable asset is our people. We embrace challenge and different opinions and are more interested in learning than being right. 

Risk failure to achieve success 

We iterate often, fail quickly, learn and go again. But this doesn't mean we sacrifice the quality of our work. We aim for excellence in everything we do but we also acknowledge that sometimes we need to say: for now, it is good enough. 

Own it and get it done

We don't point blame or find excuses. We are accountable and take responsibility for our mistakes and when we don't deliver. We totally own our failures and learn from them. 

Already working at Unbiased?

Let’s recruit together and find your next colleague.

  • Andrew Cowan
  • Camilla Hall
  • Daniel Piggott-Stewart
  • Frances Knight
  • Gareth Evans
  • Ido Sebban
  • Jack Yarrington
  • Jess Froude
  • Karen Barrett
  • Klara Mannberg

Applicant tracking system by Teamtailor