Customer Success Team Lead
Customer Success Team Lead
London, hybrid (two days a week in office)
£70,000 - £75,000 + benefits
A fast-growing UK B2B SaaS business is building out its Customer Success function and wants a hands-on Customer Success Team Lead to help drive it forward. The product is well established and used by thousands of organisations across the UK, and the business is ambitious about where CS goes next.
This is a profitable, scaling company that is well ahead of the curve on AI and tooling. Customer Success is the area they are now investing in, which makes this a rare chance to shape a function rather than slot into a finished one.
They are looking for an operational CS leader, not a strategist. Someone who has managed or mentored CSMs, owned a renewal or expansion number, and is at their best putting structure in place and getting things done. The strategy is already set, your job is to make it real.
Reporting to the Director of Customer Success, you will line-manage a small team of CSMs and own retention, expansion and churn across the customer base. A lot of the groundwork is still to be built, so you will be creating playbooks, processes and health scoring while keeping the team delivering day to day.
Responsibilities:
- Line-manage, coach and develop a small team of Customer Success Managers
- Own the numbers across renewals, expansion and churn for the customer base
- Turn the CS strategy into working processes, playbooks and ways of working
- Put customer health scoring, renewal forecasting and account segmentation in place
- Lead the trickier customer conversations, including saves and commercial discussions
- Work closely with Sales, Product and Operations to join CS up across the business
- Report team performance and KPIs to senior leadership
Your experience (ideal):
- Five or more years in Customer Success within SaaS, including time managing or mentoring CSMs
- Having personally carried a renewal or expansion target
- Working an SMB or mid-market customer base rather than a handful of enterprise accounts
- Building CS processes from an early base, not just running an established setup
- Confidence leading renewal and expansion conversations
- Working knowledge of a CRM such as HubSpot, Salesforce, Planhat or Gainsight
Experience with HubSpot, or a background in vertical SaaS, would be a plus rather than a must.
Keywords: Customer Success Team Lead, CS Team Lead, Customer Success Lead, Senior Customer Success Manager, Lead Customer Success Manager, Customer Success Manager, Customer Success Team Manager, Manager Customer Success, CSM, Customer Success SaaS