Customer Success Lead – UK/I

Role Overview

As the Customer Success Lead, you’ll lead a team of experienced Customer Success team members across the UK&I region, balancing people leadership, strategic direction, and hands-on customer impact.

What You Will Do

You will lead, coach, and develop a high-performing CS team, own team and regional NRR performance, customer retention, and expansion goals, and act as a player-coach directly managing priority accounts.

Why It Might Be a Fit

This role is ideal for someone with 10+ years of experience in Customer Success or post-sales roles within SaaS, with a strong player-coach mindset and expertise in CS methodologies and best practices.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts.
• Demonstrated technical acumen with the ability to upskill and enable the team.
• 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement.
• Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
• Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
• Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.
• Strong builder mindset – you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset
• Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.

Benefits

• Innovative culture
• Growth paths
• Learning & development
• Social travel
• Annual company offsite
• Co-working

Tagged as: Excel, Salesforce