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.
Apply for this role
Apply nowOur hiring process
If you’re ambitious and want to make a difference to the mortgage market, join us. We’re a fully funded, early-stage Fintech start-up in a unique position to make an impact.
Step 1
Get in touch
Whether you’re in dev or design, marketing or management, if you see a job that makes you go “I’m perfect for that role”, we’d love to hear from you. Fire over your application and our team will get in touch if you’re a good fit.(We usually get back in a few days. Nobody likes an agonising wait.)
Step 2
Let’s chat
If we like what we see, we’ll set up a quick, very informal chat to talk about your work experience, skills, and really just get to know you a bit better. Feel free to come armed with loads of questions!
Step 3
Put your skills on show
After that, we'll usually ask you to complete a short task. Don’t sweat this part, we just want to see how you approach projects and solve problems.
Step 4
Meet your future colleagues
Once you’ve smashed your task, we'll set up one last interview with your future colleagues and senior leadership. There we’ll chat through your task or technical exercise and talk in a bit more detail about the role you’re applying for.
Step 5
Pop that cork!
Boom! Sign those dotted lines, give everybody the highest of fives and update your LinkedIn profile because it’s time to start helping us rewrite the rules of the mortgage industry. We can’t wait for you to join us.
Acre simplifies home-buying
Brokers are an important part of getting the best deal on your mortgage and insurance, and they help you navigate the process of buying a home. However, they’re often limited by tools that are outdated. These tools don't use existing customer data, so you have to constantly provide the same information over and over again.
We make the process easier by:
Putting users first
We’ve designed our platform around the users it serves. By putting home buyers and brokers at the heart of its design, Acre is building the best home buying experience in the market.
Automating compliance
There’s an unchangeable ledger of all actions so things are never out of sync. The requirements, documents, and rules change to match the product being sold, so there’s never any wasted energy.
Improving cross-sales
Protection, home insurance, and conveyancing, are all included in the journey. And if a client decides later on they want to buy one of these through their broker, they won’t need to start the advice process over again in a new tool.
What’s it like to work at Acre?
Want to know what the day-to-day of Acre jobs is like? Hear it straight from the team.
Our perks
At Acre Platforms, we are committed to creating an enjoyable and fulfilling work environment for all of our team members. That's why we offer a variety of company perks to help make your time at Acre as enjoyable as possible. Some of the perks you can expect when joining our team include:
Share options
At Acre, We believe in sharing the success of the company with our team members. That's why we offer employee share options through an EMI Option Scheme so everyone has a direct stake.
Remote work options
Flexible working hours and remote work options for employees to balance work and personal life.
Pension
Automatic enrolment to our Aviva pension scheme and we’ll match up to 4% contributions, but of course you can pay as much in as you’d like.
Learn on the job
Get access to Pluralsight as soon as you join, plus regular lunch & learns on everything from tech to design to business. And, if you want, you can join us at events and meetups too.
Health insurance
Relax knowing you have access to Bupa private medical insurance and a medical cash plan for added security.
Home office budget
We offer a generous home office budget to help our employees create a comfortable and productive work environment.
Regular socials
All work and no play isn't the way here. Our monthly socials could be anything from darts to shows to poker. You’ll also find we love a lunch and pub outing too!
Cycle to work scheme
Save the planet, get some exercise and avoid the dreaded rush hour tube by spreading the cost of a new bike with our cycle to work scheme.
Other Positions
Can’t see the right role? Get in touch to see where your skills fit best!