Customer Success Manager

About WeFlex

WeFlex is driving the electric vehicle revolution. Our mission is to make EVs accessible, starting with the ride-hailing market (e.g., Uber and Bolt). We provide financing for electric vehicles—from affordable MGs to luxury Teslas - along with associated services like EV retail, insurance, and charging solutions.

As one of the Sunday Times Growth 100 fastest-growing UK businesses, we manage a fleet of over 2,500 electric vehicles and are rapidly expanding. WeFlex is a dynamic team of 50+ individuals united by our shared values: kindness, transparency, honesty, and collaboration.

Role Overview

As a Customer Success Team Manager, you will lead a team of dedicated professionals, including the Retention Manager and Account Managers, to ensure WeFlex delivers exceptional customer experiences. Your focus will be on retaining customers, managing accounts, and optimising team performance. This hands-on role requires previous experience in people management, retention, or account management, as well as a willingness to step in and support daily operations when needed.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and support the Retention Manager and a team of Account Managers.
• Set clear objectives and performance targets for the team, regularly reviewing progress and providing constructive feedback.
• Conduct regular 1:1s and team meetings to ensure alignment with company goals and identify areas for development.
• Analyse team performance and customer retention metrics to identify trends and opportunities for improvement.
• Provide regular reports to senior management of team's performance against KPIs.

Team Strategies

• Develop and implement effective retention strategies to address customer concerns and reduce churn.
• Support the Retention Manager in creating persuasive campaigns highlighting additional benefits of staying as a WeFlex customer.
• Foster a high-performance and proactive culture withing the retention team. customer-focused culture.
• Supervise the Account Managers in delivering exceptional customer relationship management, including structured Day 1, 7, and 30 check-ins.
• Provide guidance on managing complaints and fostering long-term customer loyalty.
• Oversee the planning and execution of “WeHelp” events, ensuring they are engaging, informative, and aligned with customer needs.
• Provide strategic direction for content creation on the “WeHelp” WhatsApp channel, ensuring value-driven insights for EV customers.

Operational Excellence

• Monitor team adherence to processes and best practices, driving continuous improvement.
• Collaborate with other departments, including Sales and Fleet, to resolve escalated issues and ensure seamless service delivery.
• Ensure all customer interactions are logged and tracked in HubSpot for timely follow-ups and resolution of issues.
• Step in to handle customer inquiries, retention cases, or account management tasks when the team requires additional support.

Qualifications and Skills

• Proven experience in people management.
• Exceptional leadership skills with the ability to inspire and motivate a team.
• Strong communication and interpersonal skills.
• Hands-on approach with a willingness to step in and manage daily tasks when required.
• Proficiency in CRM tools (experience with HubSpot is a plus!).
• Nice to have – Experience leading a Retention, Account Management or Sales team.

Why Join Us?

• Salary: £30,000 - £35,000
• Bonus: up to 10%
• Pension Scheme: 5% + 3% matched
• Wellbeing Perks: Employee Assistance Programme (EAP) and access to exclusive savings through our discount club.
• Workplace Comforts: Enjoy a stocked kitchen with snacks and drinks to fuel your day.
• Hybrid working: 3 days in office per week.

Join the EV Revolution at WeFlex

If you're an ambitious, detail-oriented finance professional looking for a challenging role in a fast-growing, purpose-driven company, we’d love to hear from you.

Apply today and help us make electric vehicles the future of ride-hailing.