Customer Success Lead

Career Overview

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Velo is looking for a Customer Success Lead to own how our users get started, get unstuck and grow with the product. Our customers run their livelihoods through Velo, so when something is confusing or broken, they need a real person who understands their work.

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About the role

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You will be the first dedicated customer role on the team. You will handle support conversations, build onboarding and help content, and bring a clear picture of what users need back to product and engineering. You will help define how we support customers as we grow.

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What you will do

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Answer support conversations quickly, clearly and kindly. Onboard new studios and agencies and help them move over from their old tools. Write help articles, guides and in-product copy. Spot patterns in feedback and turn them into clear, prioritised input for the product team.

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What we are looking for

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• Experience in customer success, support or account management for a software product.
• Excellent written communication and a calm, helpful tone.
• Comfort learning a product deeply and explaining it simply.
• Good judgement about when to escalate and how to close the loop with users.
• Ability to work independently in a remote, async team.

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Bonus if you can

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Experience working with freelancers, agencies or small businesses. Familiarity with invoicing, tax or payments. Experience building a help centre or onboarding programme.

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What you will get

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• Fully remote with flexible working hours.
• Real ownership over what you build and how you build it.
• The equipment and tools you need to do great work.
• A direct line to the people who use the product.

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Why join our team

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You will join a small team where your work ships quickly and lands with people whose income depends on it. We give you trust, context and time to do things properly — and your feedback will shape the roadmap.