Founding Customer Success Lead (CS / Remote)

Eola Ltd; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A premier booking and management platform in Greater London is seeking a founding Customer Success Manager to drive the success of a diverse customer base. The right candidate will focus on revenue uplift, develop customer success frameworks, and enhance customer engagement. This remote-first role requires at least 5 years of experience in SaaS Customer Success. If you're proactive and aim to build a CS organization, this is an opportunity to make a lasting impact.

Benefits

Performance bonuses based on revenue uplift

Flexible remote work with quarterly in-person opportunities

Qualifications

• 5+ years in Customer Success, Onboarding, or Account Management within SaaS.
• Owned revenue-related KPIs like NRR, activation, and churn reduction.
• Experience building or deploying a Customer Success framework.

Responsibilities

• Own revenue-related CS outcomes across the entire customer base.
• Roll out a proven CS framework: onboarding flows and health scoring.
• Drive product adoption and ensure customers unlock full value.

Skills

Customer Success

Analytical skills

Communication

Proactive engagement

Job description

eola is a booking, payments, and management platform for activity businesses, adventure parks, watersports centres, climbing gyms, and more. With over 200 active partners and a strong product-market fit, we now need someone to take ownership of Customer Success and transform our customer base into a structured, scalable revenue engine.

The role

You’ll be our founding Customer Success hire, with no layers, minimal legacy processes and a direct line to the GM. Your mission is to take responsibility for the success and commercial performance of our 200+ live customers, delivering a 7.4% increase in total revenue through activation, adoption, retention, and expansion.

This goal is ambitious but realistic. There is no ready-made playbook to follow; you’ll work with us to build it. Designing the operating framework, analysing customer segments, and identifying where partners consistently underperform relative to their peer group. You’ll also use product-level revenue levers, such as invoicing, memberships, on-site POS & shift management, to generate measurable uplift.

We know onboarding timelines are not one-size-fits-all. However, we have strong data from recent activations, which can inform a repeatable, playbook-driven onboarding approach. The goal is consistent activation outcomes, not speed.

What you’ll do

• Own revenue-related CS outcomes across the entire customer base, contributing directly to a 7.4% uplift.
• Roll out a proven CS framework: onboarding flows, health scoring, segmentation, expansion playbooks.
• Lead a proactive engagement cadence, including onboarding reviews, adoption sessions, and QBRs with key accounts.
• Drive product adoption and ensure customers unlock the full value of eola’s platform.
• Partner with Sales to ensure a smooth transition post-activation, supporting new customers as they move from initial setup into stable, confident usage of the platform.
• Improve retention and renewal outcomes using data, customer health models, and proactive success planning.
• Identify and execute expansion opportunities across activities, outlets, features, and payments.
• Be proactive on the phones, reaching out to clients and advising them on opportunities to apply additional eola apps to improve growth.
• Own CS analytics and reporting: usage dashboards, health scoring, segmentation, CRM hygiene, and expansion forecasting.
• Work cross-functionally with Sales, Support, and Product to implement scalable handover, renewal, and expansion workflows.
• Establish lightweight support processes to ensure frontline stability as we grow.
• Identify commercial growth opportunities across our 200+ live partners — such as memberships, marketplace, additional activities, and high-value feature adoption

What success looks like (6–12 months)

• A straightforward, repeatable onboarding and adoption process used across all customers.
• Higher activation quality, usage, and expansion across the portfolio.
• Earlier detection and improved recovery of at-risk accounts.
• Improved customer health scoring and reporting visibility for leadership.
• Predictable expansion and renewal workflows contributing to the 7.4% revenue uplift.
• Clean, reliable CS data supporting forecasting and planning.
• A strong foundation ready for additional CS hires.

You might be a fit if

• 5+ years in Customer Success, Onboarding, or Account Management within SaaS.
• You’ve owned revenue-related KPIs (NRR, activation, expansions, churn reduction).
• You’ve built or deployed a CS framework and can adapt it quickly.
• You can manage 100–300 SMB accounts while driving measurable commercial outcomes.
• You enjoy autonomy and want to build CS from the ground up.
• You’re analytical, proactive, and an excellent communicator.
• Bonus: experience with bookings, payments, activity providers, or marketplace-style SaaS.

Compensation and setup

• Opportunities for performance bonuses may be tied to measurable net revenue uplift from CS-driven expansions (e.g., memberships, marketplace activation).
• Remote-first role, quarterly in-person days in London.

Why eola

• Own the entire CS function from day one.
• Direct impact on product, revenue, and long-term strategy.
• Fast-moving environment with low bureaucracy.
• Opportunity to shape and lead the CS organisation long-term.

How to apply

Email [e-mail] with your CV and a short note explaining how you’ve increased revenue through Customer Success and the framework you would bring to eola.