The OpportunityAs Voop's
Customer Success & Projects Lead for the US, you will be one of our first hires in North America, a founding member of the US team responsible for making sure every early Voop for Care customer is set up for success. Initially reporting to the CEO while we build out the US org structure, you will own the end-to-end deployment, onboarding, and ongoing relationship with our first care provider customers in the US.
This is a rare opportunity to define how customer success works at Voop in a brand-new market. You'll be on the front line with foster care agencies, residential providers, and child welfare organisations - translating the on-the-ground reality into the processes, playbooks, and product feedback that let us scale. You'll be deeply hands-on now, with a clear path to building and leading a US customer success function as we grow.
This is a great time to join an early-stage company with strong market traction, investor backing, and the momentum to go big.
Key Responsibilities- Lead end-to-end deployments of Voop for Care with our early US customers - from kickoff and configuration through to go-live and full adoption.
- Own the day-to-day relationship with each customer: serve as their primary point of contact, run regular check-ins, manage escalations, and earn the trust of carers, agency leaders, and frontline staff.
- Be hands-on with frontline support: troubleshoot device, network, and app issues, coordinate fixes with the UK product and engineering teams, and keep customers informed throughout.
- Train and enable customer teams - from social workers and carers to IT contacts - so they get full value from Voop for Care.
- Build the processes, playbooks, and tooling for US customer success from scratch, with an eye to what will scale as we add customers and headcount.
- Capture customer insight, friction points, and unmet needs, and feed them back to product, engineering, and commercial in a structured way - you'll be our eyes and ears on the ground.
- Partner closely with the US Sales Lead and the UK CS team to ensure a tight handoff from sales to onboarding to long-term success.
- Spot expansion opportunities within your accounts and work with sales to grow them; with scale, hire and develop a US customer success team beneath you.
About You- Proven track record in customer success, implementation, or account management in B2B SaaS or technology, ideally with enterprise or institutional customers in edtech, govtech, healthtech, or a safeguarding-adjacent space.
- Comfortable being deeply hands-on: you've personally onboarded customers, run training, and worked through support tickets - and you enjoy it.
- Strong project management instincts: you can run multiple deployments in parallel, keep stakeholders aligned, and unblock things without waiting to be asked.
- Self-starter who thrives in an early-stage environment - you can build process where none exists and don't expect a playbook handed to you.
- Excellent communicator and relationship-builder, able to earn trust with mission-driven, often non-technical customers operating in sensitive environments.
- Based on the US East Coast, with the ability to travel domestically to customer sites and occasionally internationally.
- A genuine belief in the mission: you understand why child safety online matters and bring care, judgment, and discretion to the work.
Bonus Points- Experience deploying technology into child welfare, foster care, social services, or other safeguarding-sensitive environments.
- Background working with mobile devices, MDM, telecoms, or any product where the device + network + software stack matters.
- Experience as an early CS or implementation hire at a high-growth startup - building function, process, and team.
- Familiarity with the UK or international child safety regulatory landscape.
- Passion for online safety, child protection, or social impact tech.
