Customer Success Team Lead

Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages.

Our platform cuts out the unnecessary admin, pain and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow, to getting your keys. We're guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers.

Over the past year, mortgage submissions through our platform have grown by 200%, a clear sign that we're helping mortgage businesses scale faster and smarter. As we continue to grow, we're looking for ambitious people to join us in transforming the industry and shaping the future of home buying. 

The start of 2026 has already been exciting, as Acre is now part of The ClearScore Group. This partnership strengthens our ability to innovate and  deliver the best mortgage and protection platform.

The Role

Reporting to the Head of Customer Experience, this role is an excellent opportunity to lead a top performing team in a technology start-up and directly contribute to the growth of the business.

We are looking for an ambitious people manager (ideally from a customer support or customer success background) with an interest in finance and technology that wants to help make the home buying process better.

You will lead our top-performing Customer Success team to help ensure that our firms are using Acre’s platform seamlessly as we continue to grow our market share. You will work closely with other Acre teams, as well as senior leadership, to ensure that our customer’s voices are heard and we build a platform that meets their needs.

Responsibilities:

The Customer Success Lead is responsible for overseeing the day‑to‑day performance, development, and output of the Customer Success team. They ensure smooth operations, high‑quality customer support, and effective cross‑functional collaboration, particularly with Product. Acting as the primary escalation point for complex issues, they guide the team through technical and operational challenges while holding them accountable for performance, behaviours, and adherence to Acre’s values. They play a key role in shaping processes, driving improvements, influencing product direction, and representing CS in strategic discussions with the wider business and key accounts.

Your day to day will involve:

• Leading and developing a team of Customer Success Associates through effective 1-2-1s, coaching, performance management, development conversations, and team meetings
• Acting as an escalation point for complex or high impact cases and clients, ensuring customers receive timely, high-quality outcomes
• Ensuring we meet our core customer experience metrics (e.g., CSAT, response/resolution times, SLA adherence) and driving continuous improvement
• Building a deep understanding of our users and product, turning insights into scalable improvements in process, tooling, and knowledge
• Working closely with the Head of Customer Experience, engage with internal teams to prioritise and deliver improvements to the product and customer overall customer experience
• Improving troubleshooting capability across the team via defined processes, runbooks, training, and collaboration with product teams
• Ensuring we deliver high-quality training so customers get maximum value from the Acre platform
• Helping the team produce clear, simple customer-facing and internal content (e.g., release notes, help articles, training materials)

About you:

• Enthusiastic about stepping into a leadership role to mentor, guide, and motivate the team in a fast-paced setting
• Comfortable with a wide variety of technologies and using them to maximise team productive
• Strong analytical mindset: able to use data to diagnose issues, prioritise work, and measure impact
  • Always looking to improve processes and outcomes.
• Excellent at communicating with a customer focused attitude, both with our customers and internal teams
• Hands-on, proactive, and able to thrive in ambiguity while driving clarity for others
• Willing to roll up your sleeves and get stuck in to help the team when needed
• Highly self-motivated and able to work independently
• Have a strong attention to detail and goes above expectations
• A resourceful, quick, sharp and creative problem solver
• Passionate about people and making customers happy
• Availability to work the occasional Saturday.

What we offer:

• The chance to make an impact within a Fintech in a unique position to make a difference to the mortgage market
• 25 paid holidays and a “duvet day” on your birthday
• Hybrid Work Environment
• Private health and dental cover - including mental health support through Bupa
• GP office visits
• Life assurance scheme
• Up to 6% matched pension
• Regular Lunch and Learns with guest speakers
• Dog-friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras
• Free sports and social clubs
• Continued investment into learning and development
• Leadership-led training
• In-house psychotherapist
• Financial coach to help you plan and achieve your goals
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

Our Hybrid Model

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.