---
title: 'Customer Success Manager at Plinth'
canonical: 'https://feeny.ai/job/customer-success-manager-plinth-london-vvv0kc8dnzy2'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Success Manager at Plinth

- **Company:** Plinth
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/plinth/6a1ca677-a171-4cc0-8525-4d3fb90a35a9

## Job description

## CUSTOMER SUCCESS MANAGER

## 🌍 ABOUT US

Plinth is a fast-growing tech startup working with charities, foundations and local government. Small and local charities are highly effective but largely hidden. They have no spare time and no spare money. We're building the tools these organisations need and shining a light on the work they do. Read more on our blog.

🚀We're growing fast. 3-4x this year. We get 7+ new clients a month and we're shipping new features every few days. This means things move quickly and your work directly shapes how we scale. You'll have real responsibility from day one.

❤️It's really impactful work. Our clients are charities and grassroots organisations across the UK, and soon internationally. When you help them succeed with our platform, you're directly amplifying their impact. Every successful onboarding means a charity spends less time fighting with their systems and more time on their actual mission.

🤝You'll work with impressive people. Our team is talented, collaborative and slightly strange(?). We value impact, speed and openness. We work in person in our office in Old Street because we genuinely enjoy each other's company (most of the time). It’s a high trust, creative space where if you think something's a good idea, you just go do it.

💼 YOU NEED TO BE ABLE TO:

- Work both fast and slow: You'll navigate slow public sector procurement cycles one minute, then help us ship a new feature over lunch the next. The whiplash is intense but it keeps things interesting.
- Keep it real: You'll be getting the train to community centres and youth clubs where the heating doesn't work and where the paint is peeling off the walls. It’s rarely glamourous. You need to be willing to meet clients where they are, literally and figuratively.
- Listen to problems, ignore solutions: Clients will tell you exactly what they think they need. Your job is to understand the actual problem and guide them to what will really work, even when they're convinced they already know the answer. This requires self-confidence, understanding of the platform and genuine listening in equal measure.
- Teach people: Most of our clients don't love shiny gadgets. If you're the kind of person who enjoys teaching your gran to use a smartphone, this is ideal. You need to explain some fairly complex systems clearly without being condescending and still getting user adoption
- Automate and document yourself away:🤖 We're small and growing fast. Build systems and processes that make your job increasingly redundant. There’s always plenty more to do.
- Understand the difference between "urgent" and 🚨 URGENT — When you're managing 4-8 concurrent client projects and everyone thinks their issue is critical, you need to distinguish between what must happen for launch versus what can wait. This is harder than it sounds.
- Grow with the role: we need someone who is comfortable with our clients and team doubling every 6 months. Your role will rapidly change to reflect that, but it leaves you with lots of room to grow in responsibility.

🧩 WHAT KIND OF BACKGROUND DO WE THINK WOULD BE A GOOD FIT?

We’d expect a few years experience in something like the following:

- Coaching / Tutoring: You know how to meet people where they are and guide them to better outcomes
- Hospitality management: Service mindset, de-escalation skills, managing expectations when things don't go to plan, letting the customer think they’re right when they aren’t
- Event/production management: Used to juggling moving pieces, keeping stakeholders calm, making last-minute pivots when things go wrong
- Community organising/activism: Already comfortable in the spaces you'll be visiting, get the mission, used to working with limited resources
- Consulting: You're used to parachuting into chaos, extracting actionable tasks, and keeping multiple clients calm simultaneously
- User research/UX: Good at understanding what people actually need versus what they say they need, synthesising feedback into actionable insights
- Knowledge of the charity sector is a significant advantage, whether that’s as an employee, consultant or as a long term volunteer.
- It would also definitely be helpful if you have any technical experience to help with managing data migrations.

Importantly, This is a list of suggestions.

If you have experience in only some of this, or have only some of these skills, please do apply anyway.

📈 HOW CAN YOU MEASURE YOUR SUCCESS?

- Speed of getting customers successfully using Plinth: From signed contract to actively using the platform and seeing value.
- Positive recommendations: Clients recommending us positively to their networks — it’s a big source of our growth.
- Increasing use of Plinth: Clients expanding how they use the platform over time, not just maintaining baseline usage

## 🧠 THE ROLE

Client Onboarding (70%) — Lead onboarding from kick-off to go-live. Break down complex projects into clear phases. Manage timelines, priorities, and expectations across 7+ new clients per month. Stay on top of new features we ship every few days. Push back when needed and teach anyone regardless of background.

Operations & Process Improvement (30%) — Audit and optimise our support systems (expect to manage Intercom chat a couple of days a week). Refine onboarding workflows. Keep documentation current. Work with engineering to communicate what's urgent versus what's just a problem. Track feature requests across clients and synthesise them into product improvements.

## 💵 WHAT WE OFFER

- Salary: £42,000 - £75,000 depending on experience
- Equity as part of your package
- Location: In-person, Old Street, London

## ☎️ INTERVIEW PROCESS

1. Quick (20-30 min) call with Chris as a sanity check
2. First interview with Chris and a co-founder
3. Long (2-3 hour), quite intense, in-person interview — meet the team, do tasks, respond to case studies, be challenged
4. Decision

## About Plinth

## Company Overview
- **One-liner**: An AI-powered platform that helps organisations deliver, measure, and fund community impact, serving charities, foundations, and local government.
- **Entity Type**: Private (Startup)
- **Headquarters**: London, United Kingdom
- **Founded**: 2016
- **Founders**: Tom Neill-Eagle (Co-Founder & CEO), William Thompson (Co-Founder)

## Core Business
- **Primary industry/industries**: Software Development / Social Impact Technology
- **Target customers**: B2B and B2G – charities (small, large), community interest companies (CICs), housing associations, foundations, local infrastructure organisations, and local authorities across the UK and internationally.
- **Mission or purpose statement**: “Build stronger communities.”

## Products & Services
- **[Grant Management](https://www.plinth.org.uk/)**: AI-powered due diligence, application scoring, risk assessment, automated checks against Charity Commission data, pipeline tracking, and built-in funder reporting. Used by 60+ UK funders.
- **[Case Management](https://www.plinth.org.uk/)**: AI-generated case notes from voice recordings, client journey tracking, outcome monitoring, secure data sharing with referral partners, and safeguarding workflows.
- **[Bookings & Payments](https://www.plinth.org.uk/)**: Event scheduling, public booking pages, integrated Stripe payments with automatic receipts, room/resource management, and calendar views for venues and activities.
- **[Impact Measurement](https://www.plinth.org.uk/)**: AI-powered analytics to measure, report, and demonstrate social impact with anonymised and aggregated data sharing.
- **[Secure Collaboration](https://www.plinth.org.uk/)**: Each organisation manages its own personal data and chooses whom to share aggregated reporting information with.
- **[Crisis & Resilience Fund, Family Hubs, HAF Programmes, Community Grants](https://www.plinth.org.uk/)**: Purpose-built modules for specific government and foundation programmes (e.g., Holiday Activity & Food, CRF, Family Hubs).

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Trusted by **1,500+ community organisations** and **60+ funders**, managing over **£200m in annual grant making** ([plinth.org.uk](https://www.plinth.org.uk/))
- **Notable Investors/Partners**: Not disclosed in available sources. Clients include Rank Foundation, Point North, Steve Morgan Foundation.
- **Growth Signals**:
  - Growing **3–4× this year**, onboarding **7+ new clients per month** ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))
  - Headcount **9 employees**, **+27.3% year-over-year**, **+16.7% monthly growth** ([linkedin.com](https://uk.linkedin.com/company/plinth-impact))
  - **International expansion underway** beyond the UK ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))

## Competitive Advantages
- **All-in-one platform** combining grant management, case management, bookings/payments, and impact measurement – reducing the need for multiple tools.
- **Free forever tier** for small charities and CICs, lowering the barrier to adoption.
- **AI-native** with automated due diligence, application scoring, case note transcription, and impact analytics, saving frontline organisations significant admin time.
- **Built for the UK public and social sector** – complies with WCAG accessibility standards, Charity Commission data integration, and DfE reporting (e.g., HAF).
- **Privacy and security first** – encrypted data at rest and in transit, defined user access roles.

## Strategic Focus
- **Scaling sales and partnerships** across Local Authorities in the UK, currently hiring a Local Government Partnerships Manager ([plinth.org.uk/careers](https://www.plinth.org.uk/careers))
- **Winning case management deals** with charities delivering frontline services (youth work, mental health, etc.) and supporting international expansion.
- **Continuous product development** with frequent feature releases; the small, fast-moving team enables quick turnaround from idea to action.

## Why Work Here
- **Real-world impact** – Work directly with charities, grassroots organisations, and government bodies to reduce admin burden and amplify community impact.
- **Fast growth and ownership** – Growing 3–4× per year; team members have clear ownership over projects that directly shape how the company scales.
- **Collaborative, in-person culture** – Office in Old Street, London. Typical time on-site is “In-Office” but the company describes itself as a **hybrid** workspace (combination of remote and on-site) ([builtin.com](https://builtin.com/company/plinth-1)).
- **Transparency and trust** – Open about mistakes, no professional cynicism, good ideas turn quickly into action.
- **Values-driven hiring** – Looks for **plain language, impressiveness (weird projects), excitement, curiosity, and ambition** ([plinth.org.uk/careers](https://www.plinth.org.uk/careers)).
- **Key team composition** – Small team of 9 (27% consulting, 7% technical, 7% product, 4% project management) with co-founders still actively leading ([linkedin.com](https://uk.linkedin.com/company/plinth-impact)).

## Sources
1. [plinth.org.uk](https://www.plinth.org.uk/) – Company website, product descriptions, mission, clients, free tier.
2. [plinth.org.uk/careers](https://www.plinth.org.uk/careers/) – Culture, growth metrics, hiring values, open roles.
3. [builtin.com](https://builtin.com/company/plinth-1) – Founded year, hybrid policy, office location, job listings.
4. [linkedin.com](https://uk.linkedin.com/company/plinth-impact) – Headcount, growth, founders, headquarters, industry.

## Other roles at Plinth

- [Operations Associate](https://feeny.ai/job/operations-associate-plinth-london-7q3rhgvjt0cc) — London, United Kingdom
- [Customer Support Analyst](https://feeny.ai/job/customer-support-analyst-plinth-london-bs1vjkh58q60) — London, United Kingdom
- [Growth Lead](https://feeny.ai/job/growth-lead-plinth-london-a22wjg6556pb) — London, United Kingdom
- [Partnerships Executive (Sector Specialist)](https://feeny.ai/job/partnerships-executive-sector-specialist-plinth-london-cyj9qeqcdazs) — London, United Kingdom
- [Partnerships Executive (Sales Specialist)](https://feeny.ai/job/partnerships-executive-sales-specialist-plinth-london-gqyfevwhatfn) — London, United Kingdom
- [Full Stack Engineer](https://feeny.ai/job/full-stack-engineer-plinth-london-n8t7qhj0f2wx) — London, United Kingdom
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-root-global-berlin-dhyvzh4a830k) — Berlin, Germany
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-reo-dev-bengaluru-xk4g87z8saj0) — Bengaluru, India
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-griffin-london-or-within-the-pwnjf6z4ghjs) — London OR Within the, United Kingdom
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-kodex-united-states-7zgak9hhtfqz) — United States