Customer Success Lead

Info Resume Edge; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A customer success-focused company in London is looking for a leader to head their customer success team. The ideal candidate will implement strategies aimed at retention and satisfaction while mentoring their team. A Bachelor's degree and 3-5 years in a relevant role are required, along with strong leadership and communication skills. Proficiency in CRM tools like HubSpot or Salesforce is essential.

Qualifications

• 3-5+ years in Customer Success, Account Management, or Client Relationship Management.
• Strong leadership and team management skills are essential.
• Ability to manage escalations and perform under pressure.

Responsibilities

• Lead and mentor the customer success team.
• Develop and implement effective customer success strategies.
• Monitor customer health scores and report on performance metrics.

Skills

Leadership

Problem-solving

Team management

Communication

Analytical skills

Education

Bachelor's degree in Business Administration

Master's preferred

Tools

HubSpot

Salesforce

Zoho

Job description

Key Responsibilities:

• Lead the customer success team to ensure clients receive maximum value from our services.
• Develop and implement customer success strategies focused on retention, satisfaction, and upselling opportunities.
• Build strong relationships with clients by understanding their business needs and providing tailored solutions.
• Act as the primary point of contact for escalations and complex client queries.
• Monitor customer health scores, usage data, and feedback to anticipate risks and opportunities.
• Drive client onboarding, training, and ongoing support to ensure smooth adoption of services.
• Collaborate with sales, product, and marketing teams to align customer success strategies with business goals.
• Regularly track and report on key performance metrics, including churn rate, NPS, and account growth.
• Mentor, coach, and develop the customer success team to ensure high performance and professional growth.

Requirements:

• Bachelors degree in Business Administration, Marketing, Communication, or a related field (Masters preferred).
• Proven experience (3-5+ years) in Customer Success, Account Management, or Client Relationship Management (preferably in a leadership role).
• Strong leadership, problem-solving, and team management skills.
• Excellent communication and interpersonal skills with the ability to build trust with clients.
• Strong analytical skills with experience using CRM tools (HubSpot, Salesforce, Zoho, etc.).
• Ability to handle high-pressure situations and manage escalations effectively.
• A customer-first mindset with a passion for delivering outstanding service.