Community Success Manager

We're launching a new trades app and are looking for a Community Success Manager to be the human face of the business.

This role sits right at the heart of the company. You'll be responsible for onboarding tradespeople onto the app, supporting them as they get started, and making sure they feel confident, heard, and supported. You'll also help shape how our community grows - both online and in the real world.

This is a hands-on role, perfect for someone who enjoys talking to people, solving problems, and being close to the action in an early-stage startup.

What you'll be doingTrade onboarding & support

• Onboard tradespeople to the app from existing sign-ups and new outreach
• Guide trades through setup, document uploads, and first use
• Provide ongoing support to help trades stay active and confident using the platform
• Proactively reach out if trades stall or need a nudge

Community & relationship building

• Be present around Bristol on certain days - visiting trades on-site where helpful
• Build relationships through networking, word of mouth, and local pipelines
• Act as a trusted point of contact for our trade community

App feedback & operations

• Log feedback, bugs, and feature requests from trades
• Share structured insights with the product team to improve the app
• Handle backend admin tasks such as:
• Answering queries
• Approving trades through our vetting process
• Basic app moderation and quality control

Community management & social

• Respond to DMs, comments, reviews, and general enquiries
• Manage and grow broadcast channels on WhatsApp and/or Instagram
• Create lower-funnel social content:
• Trends and memes
• Trade banter
• Industry news shared to stories
• Help ensure our tone stays human, helpful, and on-brand

Systems & processes

• Help implement simple systems and workflows as the business grows
• Improve how onboarding, support, and community management are handled over time

Do you have experience in SaaS?, You don't need to tick every box, but you'll likely have some of the following:

• Experience in customer success, community management, operations, or support
• Comfortable speaking with tradespeople (on the phone, in person, or via WhatsApp)
• Naturally proactive, organised, and people-focused
• Confident using social platforms and messaging tools
• Happy wearing multiple hats in a fast-moving startup environment
• Street or Bristol-based (or able to be in Bristol when required)

Bonus (not essential):

• Experience with apps, marketplaces, or SaaS products
• Background working with or around trades