Customer Success Manager

About the role

We are looking for a Customer Success Manager to work at the heart of Spruce’s commercial engine, building deep relationships with heat‑pump installers across the UK and driving growth over the next 18 months.

Key responsibilities

• Drive expansion and commercial growth by increasing product usage, growing accounts and unlocking value in the existing customer base.
• Become the trusted partner for installers, providing guidance, troubleshooting issues and identifying new opportunities.
• Create a world‑class onboarding experience for new installers, ensuring rapid adoption and measurable impact.
• Act as the voice of the customer, feeding insights into product decisions and shaping the roadmap.
• Develop systems, playbooks and self‑serve resources, including LLM agents and training content, to scale the operation.

Required profile

• Relentlessly proactive, taking responsibility and constantly seeking improvement.
• Natural “people person” who quickly builds rapport and puts customers at ease.
• Brilliant communicator, able to write concise copy and explain complex concepts simply.
• Deeply curious, eager to understand how things work and dive into details.

What we offer

• Base salary £40–60k plus 20% on‑target bonus (OTE £50–72k).
• Equity options in the company.
• 33 days holiday and the ability to work abroad for up to 30 days per year.
• Hybrid working – minimum three days in‑office (London or Bristol).
• Workplace nursery benefit, private medical cover and enhanced parental leave.
• Cycle‑to‑work scheme and a supportive, high‑impact team.