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Customer Success Team Leader - London-UK


Your role is to build and lead the customer support team in the newly opened London office of an expanding global project and business management software company.

You’re a great leader, problem solver, trouble shooter, and issue analyst. You get the biggest kick out of the words ‘thanks for your help’. You measure success on the ability of your team to engage, support, empower and satisfy our customers, and see unhappy users as an opportunity. You understand that the best support and service leads to our customers becoming devoted fans who tell all their colleagues to use Synergy because it’s fantastic, and so is the support that you and your team provide.



Total Synergy develops business and project management software for people who design and engineer buildings (architects, engineers, construction designers).

We’ve been developing an on-premises version of our software since 2000. We’re currently the market leader in Australia. Now, we've reimagined that as a mobile responsive SaaS product built on Microsoft Azure, and we’re ready to launch this into the UK market and beyond. The next goal — the bit you could be a part of — is to be the global market leader.


Total Synergy is a company with a great culture and, above all else, we’re looking for someone who fits in with that. We have strong values, we have a lean team that works hard, we have a vision that says we’re going to be the global market leader, and we’re all on board for the ride.

We are a jeans and t-shirt company, we operate in a transparent, open and flexible environment, we are supportive of each other, and love to have a bit of fun. We’re based in a very cool, state-of-the-art workspace in Clerkenwell with a great community vibe, close to transport and surrounded by lots of eateries, drinking holes, and everything London’s Tech City has to offer.

We’re all about our people — you’ll see this reflected in the professional development we provide, our culture, regular team events/activities and our workspace. We’ve earned a few perks along the way, like your work anniversary day off, cool tees, free coffee, fruit, and snacks.


  • Enthusiastically integrating into the team and company culture
  • A deep and technical knowledge of Synergy
  • You’ve built a team that enhances our culture and reputation, delivers excellence, and champions our customers’ success
  • Through your reporting, the global team has a great regional perspective of product/market fit and the forces shaping the local sector
  • Customers rave about the service and support provided by you and your team (because it’s excellent)
  • Customers are upgrading their subscriptions to use more and more of the functions that Synergy offers
  • You demonstrate deep knowledge of how our customers work


  • Proven leadership skills and the ability to inspire others
  • Pathological desire to help customers and the background to prove it
  • Understanding of SaaS metrics such as MRR, Churn, and LTV
  • Entrepreneurial and business mindset with a desire to be a part of building something great
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Experience with digital customer communications, including email, social media, and managing online community forums 
  • Experience using online helpdesk systems (e.g. Zendesk or equivalent)
  • Excellent command of English with superior verbal, written, interpersonal, technical, and presentation skills
  • Ability to think critically and problem-solve in a fast-paced, entrepreneurial environment


  • Experience in the AEC professional services domain (or any other professional services)
  • Experience with accounting packages like Xero, QBO, Sage One


This role is open to UK or EU applicants only. No visa sponsorship is provided. The role is based in our London office. You MUST send a COVER LETTER AND CV (cover letter is mandatory, we won’t read your CV without one).

If you are passionate about company culture, developing fabulous customer and community relationships, delivering remarkable outcomes, and want to work with people who care about what they do, help each other grow, and focus on the best experience for their customers, then please apply via the link below.

All discussions and emails will be treated as highly confidential to protect your privacy.