Customer Success Leader - SaaS - Procurement, Supply Chain - £100K + Bonus (London Area)

Your Role

We're looking for a Customer Success Leader to lead a team of passionate CSMs dedicated to helping our customers unlock the full value of our client's procurement analytics platform. You'll be responsible for team performance, customer outcomes, and driving long-term account health across our diverse supply chain clients.

This is a hands-on leadership role where you'll coach and grow your team, streamline operations, and act as a key customer advocate across the business. You'll be part of shaping how we scale customer success to match the speed and complexity of our procurement platform and client needs.

Responsibilities & Duties

Manage a team of CSMs to deliver high-impact, high-touch customer experiences that drive NRR, retention, and growth across procurement and supply chain organizations.

Set clear performance expectations, provide ongoing feedback, and manage performance through regular check-ins and growth conversations.

Support hiring, onboarding, and team development efforts, ensuring new hires ramp quickly and effectively in the procurement analytics space.

Drive the execution of our Customer Success strategy, while continuously shaping and refining it through data-driven insights and on-the-ground learnings from procurement professionals.

Monitor and analyze key performance metrics (e.g., NRR, platform adoption, procurement ROI, customer health) to inform decision-making and elevate both team performance and customer impact.

Partner cross-functionally with Sales, Product, Marketing, and Support to align on shared goals and deliver a seamless, end-to-end customer experience for procurement teams.

Lead the adoption and optimization of tools, processes, and playbooks that enable scalable, consistent, and high-impact Customer Success operations.

Act as a strategic advisor to procurement customers and serve as the first point of escalation to resolve issues and maintain strong relationships.

Required Qualifications

Customer Success Certification, Related Associate or Bachelor's Degree, or relevant work experience.

Typically requires 8+ years of related experience, with a background in one or more of the following areas: Procurement, Supply Chain Management, SaaS/B2B Analytics, Business Intelligence, or equivalent combination of education and experience.

Strong leadership and stakeholder management skills with experience managing procurement or finance teams.

Written and verbal communication skills focused on customer service in B2B environments.

Technical acumen with understanding of data analytics and AI/ML applications.

Business and strategic curiosity, particularly around procurement processes and supply chain optimization.

Self-motivated and proactive learner, capable of identifying knowledge gaps and independently acquiring necessary expertise in procurement best practices.

Proficiency with Google Suite (Mail, Sheets, Calendar) and experience with B2B customer success platforms.

Physical Requirements

Working out of our London office according to our Global Hybrid Working Policy, with occasional travel to meet with enterprise procurement clients.