Head of Customer Service

Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A. We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized by the frontier. If you want to do the best work of your career, this is the right place. ABOUT THE ROLE Our Customer Success team is integral to how we build, grow, and deliver value. We help customers adopt Attio quickly, integrate it smoothly, and unlock lasting impact. With technical fluency and deep empathy, we guide teams through complex use cases, share insights that shape the product, and turn great onboarding into long-term success. We’re looking for a Solutions Engineer who’s thoughtful, resourceful, and resilient — and wants to help reinvent how millions of people work. WHAT YOU'LL DO * Work directly and independently with Attio’s new customers via video call, email, and live chat to ensure their success with Attio * Design and develop programs to support customer onboarding at scale e.g., user guides, documentation, onboarding emails, office hours * Identify accounts where there is opportunity to expand Attio’s impact and footprint, and collaborate with Sales and Customer Success teams to nurture that growth * Work collaboratively with internal teams (e.g., support or engineering) to address and resolve customers' product issues * Gather client feedback and insights to contribute to the continuous improvement of the Attio product WHAT YOU'LL BRING * Direct customer-facing experience deploying, selling, or managing complex products or services * Customer-facing experience solving business problems with technology * Experience in designing and explaining solutions using SaaS concepts like APIs and JSON, and integrating systems using code or iPaaS solutions like Zapier, Tray.ai, IFTTT, etc. * Some professional or academic experience with 1 programming or query language (Javascript, Python, SQL) * Ability to work independently in an unstructured, fast paced, environment with shifting priorities WHAT DOES THE HIRING PROCESS LOOK LIKE? Our hiring process is designed to help us identify people with critical thinking and analytical problem solving abilities. We will test for excellent customer communication skills and your technical level, in search of no-code experts, basic programming skills and people who are comfortable with APIs and JSON. 1. 30-minute introductory phone call with a member of our Talent team 2. 30-minute interview with our Head of Customer Success 3. 45-minute technical case interview 4. Two 30-minute interviews with relevant stakeholders and Mock Demo exercise 5. 30-minute closing conversation with our CEO 6. Offer stage

ABOUT CARWOW Carwow is the car-changing marketplace for life-changing moments, the place people come to buy, sell and explore cars with total confidence. With 11M+ YouTube subscribers, 6,000+ dealer partners, and a growing global footprint, we're building something genuinely different in automotive. We are on a mission to be the go-to destination for every car change, for life, and customer centricity is how we get there. THE ROLE As Head of Customer, you'll lead the evolution of how Carwow engages with millions of car-changers, moving us from batch-and-blast lifecycle CRM to intelligent, autonomous customer relationships. You'll sit at the intersection of data, AI, and commercial strategy, with the mandate to build something the automotive industry hasn't seen before. You'll report directly to the Brand and Customer Director and lead a global team. This is a builder role at an inflection point, and the person who takes it will define what agentic CRM looks like in practice, not just in theory. The best customer businesses in the world don't just communicate with their customers, they anticipate them and build systems that learn, adapt, and act. That's the standard we're setting at Carwow, and this role is how we get there. WHAT YOU'LL DO * Own the end-to-end customer strategy: lifecycle, retention, reactivation, and the definition of our highest-value customer segments * Lead and scale a global CRM team, setting the standard for how we use data, automation, and personalisation at scale * Pioneer agentic CRM at Carwow, designing and deploying AI-powered, autonomous customer engagement that acts on signals in real time, not in the next campaign cycle * Draw on what the best consumer tech and fintech businesses have built around predictive personalisation, proactive communication, and AI-led service, and translate that ambition into a marketplace context * Turn customer insight into commercial outcomes: identify where lifetime value is being left on the table and build the systems to capture it * Partner with Product, Data, and Brand to embed customer thinking into how Carwow builds, not just how it communicates * Live by the metrics that matter: NPS, CSAT, retention, repeat purchase, driving a culture of accountability around them * Be a credible exec voice, making the case for customer investment in commercial terms and helping shape Carwow's trajectory towards becoming a genuinely customer-led business WHAT WE'RE LOOKING FOR ESSENTIAL * 8+ years of experience in customer, CRM, or lifecycle marketing roles, with a track record of progressive seniority and commercial impact * Deep CRM and customer specialism, having built and run sophisticated lifecycle programmes with meaningful automation and personalisation at scale * A clear point of view on agentic AI and customer engagement. You're not waiting to see how it plays out; you're already building in this space or have a strong thesis for how to * Marketplace or platform background, with an understanding of multi-sided business dynamics and the complexity of serving buyers, sellers, and partners simultaneously and a passion for customer centricity * Commercial sharpness. You think in revenue and lifetime value, not open rates * Entrepreneurial instinct. You've built things from scratch, not just inherited and optimised * Global team leadership, with a track record of creating alignment across distributed teams and markets DESIRABLE * Experience in fintech, consumer tech, or high-consideration categories where trust and timing are everything * Exposure to businesses navigating a step-change in AI adoption, where the question isn't whether to use it, but how fast and how well WHAT THIS ISN'T A CRM manager with a fancy title. We're not looking for someone to run the email calendar. We're looking for someone who looks at what the most advanced customer businesses have done with AI and asks: what's our version of that? If that question excites you, keep reading. If it makes you nervous, this probably isn't the right fit. BENEFITS * Competitive salary + commission * Company share options * Enhanced holiday package * 28 annual leave days * 1 day for your wedding * 1 day off when you move house - because moving is hard enough without work! * For your third year anniversary, get 30 days of annual leave per year * For your tenth year anniversary, get 35 days of annual leave per year * Option to buy 3 extra days of holiday per year * Pension scheme via Royal London * Vitality Private Healthcare * Life Assurance for (even more) peace of mind * Monthly coaching sessions with Spill - our mental wellbeing partner * Work from abroad for a month * Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies * Bubble childcare support and discounted nanny fees for little ones * The latest tech (Macbook or Surface) to power your gif-sending talents * Up to £500/€550 home office allowance for that massage chair you’ve been talking about * Generous learning and development budget to help you master your craft * Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for   Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.