Customer Success Lead

Harvey Thomas; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing SaaS market leader is seeking a proactive Customer Success Lead to enhance subscription renewals and drive customer retention. The role involves leading the renewals process, utilizing data analysis to inform strategies, and effectively communicating with educational stakeholders. Ideal candidates will have a proven track record in renewals or customer success, particularly in the SaaS or EdTech sectors. Competitive compensation and a hybrid work model are offered.

Benefits

Bonus structure

Educational impact potential

Qualifications

• Proven success in renewals or account management, preferably in SaaS/EdTech.
• Strong track record of exceeding KPIs in customer success roles.
• Familiarity with education sector or school procurement processes is a plus.

Responsibilities

• Own the end-to-end subscription renewal process.
• Strategically convert 1-year subscriptions to 3-year engagements.
• Analyze renewal trends and customer feedback to drive support efficiencies.
• Maintain accurate customer records in CRM and develop reporting dashboards.

Skills

Customer success expertise

Data analysis

Negotiation skills

Excellent communication

Tools

HubSpot

Excel

Job description

Customer Success Lead (Renewals Focus)

EdTech / SaaS Leader

Surrey / Hybrid

£neg + Bonus + Bens

The Opportunity to Drive Educational Impact

Are you an accomplished Customer Success or Renewals expert with a passion for high-quality education? Do you excel at leveraging data to maximise retention, and are you skilled at converting 1-year contracts into valuable, long-term 3-year partnerships?

I am recruiting on behalf of a fast-growing SaaS market leader in the EdTech space. This client is trusted by thousands of schools and is dedicated to empowering educators with high-quality programmes that provide children with the essential life skills for a happy and healthy future.

We are seeking a proactive, detail-oriented Customer Success Lead to fully own the renewal operations. This is a strategic role that combines team leadership and oversight with hands‑on execution. You will be instrumental in driving retention, maximising value and upholding the company’s commitment to outstanding service.

Key Responsibilities & Impact

• Lead the Renewals Process: You will own the end-to-end subscription renewal process and lead the team to exceed the target contract renewal rate.

• Drive Retention & Growth: Strategically focus on converting 1-year subscriptions to lucrative 3-year engagements and increase the overall renewals rate in line with KPI’s.

• Data-Driven Strategy: Analyse renewal trends, churn risks and customer feedback. Use this data to inform process efficiencies and enhance support for schools.

• Customer Communication: Confidently handle objections with empathy, offering solutions that retain value and build trust with school stakeholders.

• Operational Excellence: Maintain accurate customer records in the CRM (HubSpot is desirable) and develop renewal timelines, workflows and reporting dashboards.

Candidate Profile

• Experience: Proven success in renewals, account management, or customer success (ideally in SaaS or EdTech).

• Results‑Oriented: A strong track record of working to and exceeding KPIs.

• Analytical Skills: Strong data analysis and reporting skills (Excel, CRM tools, dashboards).

• Communication: Excellent written and verbal communication, negotiation and relationship‑building skills.

• Sector Familiarity: Familiarity with the education sector or school procurement processes is a plus.

If you are highly organised, proactive and ready to leverage your skills to support the development of children across the UK and internationally, apply today to learn more about this exciting opportunity!

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