Customer Success Lead

Job Summary

Leading a team of experienced Customer Success professionals, the full-time remote Customer Success Lead will drive post-sales excellence, focusing on customer retention and expansion while managing key accounts and ensuring measurable value delivery.

Key responsibilities

• Lead, coach, and develop a high-performing Customer Success team, owning regional performance and customer goals
• Act as a player-coach by directly managing priority accounts and participating in key customer conversations
• Set strategic direction for customer success initiatives, aligning them with company goals and market trends

Required qualifications

• 10+ years of experience in Customer Success or post-sales roles within SaaS, with experience in UK&I accounts
• 5+ years of direct people leadership experience managing Customer Success Managers and developing talent
• Strong player-coach mindset with a proven track record in exceeding renewal and expansion goals
• Expertise in Customer Success methodologies and best practices
• Strong analytical and operational skills, with the ability to use data to optimize workflows and forecast outcomes