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The Role

We’re looking for a strategic and service-obsessed Head of Customer Success to lead how August communicates with and supports its homeowners. From board meetings to booking systems, concierge services to complex issue resolution—this is a central role shaping how our customers experience August every day.

You’ll oversee all homeowner-facing operations and lead the HX (Homeowner Experience) team with thoughtfulness, pace, and precision.

About August

August is a design-led property company redefining second-home ownership in Europe. We curate and fully manage collections of beautifully renovated homes across iconic locations—offering families the joy of owning multiple holiday homes, without the hassle. Every August home is rooted in local architecture, style, and culture, and comes with a high standard of care and service. Founded in 2018 and headquartered in London, August is now the leading co-ownership platform in Europe.

What You’ll Do

Homeowner Experience & Communications

• Oversee all communications to homeowners—ensuring they’re clear, timely, and on-brand.
• Personally manage complex issues and high-touch clients with professionalism.
• Ensure seasonal updates and peak-period comms are seamless and well-coordinated.
• Reduce inbound queries through better content, processes, and tools.
• Use data to inform strategy and optimise outcomes.

Board & Stakeholder Relations

• Build strong relationships with the boards of each collection.
• Own board and AGM planning and execution across all operational collections.
• Collaborate with Legal, Finance, and Ops to prep and follow up effectively.
• Renegotiate management agreements with an eye on service quality and cost efficiency.

Bookings & Points System

• Oversee booking and points operations, ensuring a fair and efficient experience.
• Partner with Product to improve system performance and UX.
• Design and launch a new concierge service for homeowners.
• Ensure offerings are brand-aligned, commercially viable, and well-integrated into the homeowner journey.
• Collaborate with Operations and Product to integrate these services across all touchpoints.
• Lead and develop the Customer Success team to deliver a consistently excellent experience.
• Set clear expectations, provide ongoing coaching, and support career growth.

About You

• 5+ years experience in senior leadership roles in customer success, guest experience, or operations—ideally in hospitality, or real estate.
• Proven people leader with excellent relationship-building skills.
• A confident and calm communicator—professional, warm, and thoughtful.
• Exceptionally organised, with strong prioritisation skills and attention to detail.
• Comfortable making judgment calls, handling risk, and managing complex requests.
• Fluent in English; French, Spanish or Italian a plus.
• Tech-savvy; familiarity with tools like Monday.com, MEWS, Mailchimp, Figma, or Google Sheets is a bonus.

What We Offer

• A leadership role in a fast-growing company with a mission to redefine second-home ownership
• £60,000–£70,000 base salary + up to £10,000 bonus based on personal and company performance
• A hybrid setup: 3 days/week in our beautiful Bloomsbury office
• Company pension
• The chance to shape how luxury homeowners engage with a brand they love

Our Values

• Urgency – We act quickly, with purpose.
• Excellence – We set a high bar and raise it constantly.
• Resourcefulness – We find creative solutions and adapt fast.
• Ownership Mindset – We take pride and accountability in our work.
• Openness – We communicate honestly and constructively.
• Kindness – We collaborate generously and always act with care.

Interested?

If you're excited by this role and think you'd be a great fit, drop us an email at md@augustcollection.co.uk with a short note on why you're interested. Please use the subject line:

“Head of Customer Success Application”.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

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