Customer Success Lead

Jobtailor; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Success Manager in the United Kingdom to lead a team of CSMs, nurture key client relationships, and drive product adoption. You will collaborate across product, sales, and operations to deliver client outcomes and reduce churn.

The role requires strong communication, strategic thinking, and the ability to manage multiple client initiatives across time zones. Experience with booking systems is a plus.

Qualifications

• Experience managing a team of CSMs.
• Excellent communication skills and ability to explain complex concepts to non-technical audiences.
• Experience leading operational projects within/for a business.
• Flexible working hours to meet with clients across different time zones.
• Experience with a booking system, preferably Trybe (nice to have).

Responsibilities

• Own and nurture client relationships by understanding their business goals, operations, and challenges.
• Drive product adoption and usage by identifying training needs, promoting best practices, and guiding clients through the platform.
• Develop and deliver communication strategies for new features, updates, and opportunities.
• Identify and assist with upsell and expansion opportunities, working closely with Sales.
• Gather and synthesize product feedback and collaborate with Product to influence roadmap decisions.
• Implement and monitor client health and success metrics.
• Maintain up-to-date CRM records.
• Work cross-functionally to mitigate churn risk and support client success.
• Hire and develop a team of CSMs.

Skills

Client Relationship Management

Team Leadership

Operational Project Management

Communication Skills

CRM Management

Tools

CRM Software

Trybe Booking System

Job description

• Own and nurture client relationships by understanding their business goals, operations, and challenges
• Drive product adoption and usage by identifying training needs, promoting best practices, and guiding clients through the platform
• Develop and deliver communication strategies for new features, updates, and opportunities
• Identify and assist with upsell and expansion opportunities, working closely with Sales
• Gather and synthesize product feedback and collaborate with Product to influence roadmap decisions
• Implement and monitor client health and success metrics
• Maintain up-to-date CRM records
• Work cross-functionally to mitigate churn risk and support client success
• Hire and develop a team of CSMs

Requirements

• Experience managing a team of CSMs
• Excellent communication skills and ability to explain complex concepts to non-technical audiences
• Experience leading operational projects within/for a business
• Flexible working hours to meet with clients across different time zones
• Experience with a booking system, preferably Trybe (nice to have)

Core Competencies

Demonstrates expertise in client relationship management, team leadership, and operational project execution, with a strong focus on communication and client success metrics. Proficient in driving product adoption and collaborating cross-functionally to enhance client experiences.

Highest-signal resume keywords

• Client Relationship Management
• Team Leadership
• Operational Project Management
• Communication Skills
• CRM Management

Soft Skills

• Excellent Communication
• Ability to Explain Complex Concepts

Industry Keywords

• Client Success Management
• Product Adoption
• Churn Mitigation
• Upsell Opportunities
• Cross-Functional Collaboration

Tools & Technologies

• CRM Software
• Booking System