Customer Success Manager, North (UK)

Partly is connecting the world's parts, and we're doing that by building the AI infrastructure layer for the global repair industry, starting with the $2tn automotive market. Our frontier model, Interpreter, is the world's first AI purpose-built to understand vehicle damage and the parts needed to fix it. Thousands of businesses across the global repair supply chain already rely on it.

Founded by ex-Rocket Lab engineers, we've grown from 40 to 160 people in 18 months and just closed a $50m Series B led by DST Global (Anthropic, Airbnb, Meta, TikTok, Spotify) and including Blackbird Ventures (Canva, CultureAmp etc.), WNDR, Activant Capital, Icehouse Ventures, Square Peg, Airtree, and Ecliptic Venture Capital. We're headquartered in Austin, with offices in New Zealand and London.

We're hiring the top 0.1% of talent globally and we’re proud of the culture we’ve built, so if you want to do the best work of your life, we'd love to hear from you.

🖍️ This role

As a Customer Success Manager for repairers, you'll own the moment a UK repairer goes from signed to weekly active, and you'll build the process that makes that repeatable. You report to the Director of Customer Success and join a team that knows the industry and its customers well, but is light on process and systems. That's where you come in.

Once Sales signs a repairer, you take the handoff and drive them to become weekly active, then turn what works into playbooks, tracking and tooling the whole team can run on. Weekly active repairers is the number you own, and helping the team scale how it gets there is the bigger prize.

This is a hands-on, scrappy role for someone who wants real ownership. If you're the person who spots the manual, repetitive thing and quietly systematises it, this role is built for you.

💻 What will you do

• Activate newly signed repairers. Take the handoff from Sales and drive each repairer from signature to weekly active: onboarded, trained, and placing orders. Own the onboarding plan and the timeline.
• Build the activation and retention playbook. Turn what works into documented, repeatable process the rest of CS can adopt, so activation scales beyond what any one person can carry.
• Bring data and systems rigour. Set up and maintain clean tracking of repairer health and weekly active. Find the manual, repetitive work and systematise it with light tooling and better process.
• Drive adoption and retention. Run regular check-ins, lift usage of the features that matter, spot churn risk early, and reactivate dormant accounts.
• Be the repairer's main contact post-signature. Become the trusted day-to-day contact repairers call when they need something, and resolve issues end-to-end with Support and Product rather than passing them on.
• Be the Voice of the Repairer internally. Synthesise repairer needs, pain points and feedback into a clear point of view for Product, Engineering and the commercial team.

Want to learn more about the problems we're solving and the culture we're building at Partly? Hear directly from our team here: https://shorturl.at/iAFUX

🥷 Your skills

• Early customer success or account management experience. You've owned customer relationships, adoption or retention, ideally at a business that was scaling, and people trust you quickly.
• A process and systems builder. You instinctively spot the repetitive, manual thing and turn it into a repeatable system. You bring structure where there isn't any yet.
• Comfortable with data and tools. You can live in dashboards, spreadsheets and a CRM, read health and usage metrics, and turn them into a clear next action. Light automation or SQL is a plus.
• Hands-on, organised and scrappy. You manage many accounts and plans at once without dropping the ball, and you'd rather build the fix than wait for one.
• Strong communicator across audiences. Credible with a repairer, an engineer and a senior leader alike, adjusting how you explain things to each.
• Ownership mindset and high potential. Proactive, decisive, and hungry to take on more in a fast-moving, high-growth environment.
• (Bonus) Automotive, marketplace or B2B SaaS exposure. A plus, not a requirement; the team already brings deep industry knowledge, so sharp generalists are very welcome.

Please note: if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional!

🪅Benefits

• Competitive base salary + equity. We offer competitive salaries and generous equity options for all full-time employees, ensuring everyone shares in the financial upside when we win.
• Commuting Allowance. We provide an annual commuting allowance to help lighten the load of commuting costs.
• Annual global offsite in New Zealand. Travel with the rest of the UK and EU team as we gather and connect for 1-2 weeks at our product and engineering hub in Christchurch.
• Parental leave: Primary caregivers receive 3 months of fully paid parental leave, plus a flexible return-to-work (four days on full pay for your first three months back).
• Team lunches: Lunch provided daily (Monday to Friday) in the office
• Flexible working hours: We have flexible working hours and default to working from the office.
• Season openers & events: We host regular events, including quarterly "season openers" for our UK/EU team, monthly team catch-ups, and weekly happy hours.
• Healthy body, healthy mind: Every team member gets a £750 annual wellness allowance on a Partly-branded card. Use on gym memberships, rock climbing, physio, massage, GP visits, prescriptions; anything that you or your family, need.