Customer Success Team Leader

About the role

Our client, a fast‑growing SaaS company based in London, is looking for a Customer Success Team Leader to build and lead a high‑performing customer success team. The role combines people management with strategic account stewardship to maximise retention, satisfaction and growth.

Key responsibilities

• Lead, mentor and develop a team of Customer Success professionals.
• Drive customer retention, satisfaction and account‑growth initiatives.
• Support the team in handling strategic relationships and escalations.
• Monitor performance through KPI reporting and operational analysis.
• Collaborate with product, sales and support to improve the overall customer experience.
• Identify and implement process improvements and operational efficiencies.
• Oversee onboarding, training and continuous development of team members.

Required profile

• Proven experience leading Customer Success, Account Management or SaaS support teams.
• Strong coaching, mentoring and people‑management capabilities.
• Commercial awareness with solid analytical and reporting skills.
• Excellent communication and stakeholder‑management abilities.
• Ability to thrive in fast‑paced, evolving environments.
• Passion for customer experience, retention and team development.

Required skills