Customer Success Lead

🚀 Customer Success Manager

📍 Surrey (Hybrid - 3 days onsite)

💰 Competitive

🌊 About the Business

Robert Half is partnering with an ambitious, investor-backed business that's transforming its sector through innovation, technology and customer experience.

Already the UK market leader in its space, the business has over 54,000 customer records, 14,000 active customers and exciting plans for significant nationwide expansion.

With major investment behind them and ambitious growth plans ahead, they're now focused on increasing customer retention, loyalty and lifetime value.

🎯 The Opportunity

Reporting directly to the CMO, you'll be responsible for building and shaping the Customer Success function from the ground up. You'll create the strategy, frameworks and processes that drive customer retention, engagement and long-term commercial growth.

This role would suit someone who enjoys creating new ways of working, influencing senior stakeholders and delivering measurable business impact.

📈 What You'll Be Doing

• Developing and delivering the Customer Success strategy

• Building customer retention, reactivation and loyalty programmes

• Creating customer health scoring and lifecycle frameworks

• Leading Voice of Customer initiatives, NPS programmes and customer insight activities

• Identifying opportunities to grow revenue within existing customer accounts

• Driving customer engagement and increasing customer lifetime value

• Partnering with Marketing, Operations and Customer Service teams to improve the customer experience

• Managing and developing a team of 2

• Using HubSpot and customer data to influence commercial decisions

💡 What They're Looking For

• Previous experience within Customer Success, Customer Experience, Strategic Account Management or a similar customer-focused role

• Strong B2B or customer-to-customer experience

• Experience developing customer retention and engagement strategies

• Commercially minded with a focus on growth and customer lifetime value

• Strong CRM experience (HubSpot would be highly advantageous)

• Data-driven with the ability to identify trends and turn insights into action

• Creative and entrepreneurial approach to driving customer engagement and new revenue opportunities

• Comfortable operating in a growing business where you'll build processes and frameworks from scratch

⭐ Nice to haves

• Experience building or establishing a Customer Success function

• Loyalty programme ownership

• Voice of Customer programmes

• Account Based Marketing (ABM)

• Experience within SaaS, subscription, infrastructure or other high-growth businesses

🚀 Why Join?

• Opportunity to build a Customer Success function from the ground up

• Direct exposure to the CMO and senior leadership team

• Significant investment and ambitious growth plans

• Real opportunity to influence business strategy

• Clear progression as the business continues to scale

• Join a business where your work will directly impact customer growth, retention and commercial success