Customer Success Lead

Ice Recruitment Limited; Greater London; Hybrid; GBP 63,000 - 77,000; Full time

Job summary

Ice Recruitment Limited is seeking a Customer Success Lead for London, operating in a hybrid model (three days in the office). The role focuses on owning client retention across the UK, leading the Customer Success team, and shaping the CS playbook with AI tooling.

You will oversee renewals, lead a renewal programme, and collaborate with Account Executives on the commercial side. A strong track record in retention and technical fluency with cloud platforms is essential.

Qualifications

• 5+ years in customer success or account management at a tech business (managed services, cloud, hosting or SaaS ideal).
• 2+ years leading a team.
• A proven retention track record, with the numbers to back it up.
• Experience turning around at‑risk accounts and handling tough senior conversations.
• Enough technical fluency to talk AWS, Azure or GCP, monitoring and incidents credibly.
• CRM discipline (HubSpot a bonus) and clear, plain written English.

Responsibilities

• Leading, coaching and developing the UK Customer Success Managers.
• Owning client health scores, renewals and the retention numbers.
• Running a renewal programme.
• Spotting risk early and leading the rescue when a client issue arises.
• Partnering with the Account Executive, who owns the commercial side.
• Shaping the CS playbook and the AI tooling being built to support the team.

Skills

5+ years in customer success or AM

2+ years leading a team

Retention track record

Turnaround of at-risk accounts

AWS/Azure/GCP familiarity

CRM discipline (HubSpot bonus)

Clear written English

Tools

HubSpot

Job description

Customer Success Lead | London (hybrid, 3 days) | c£70k base + bonus

Do you want to own client retention rather than chase tickets? Read on.

My client is a 24/7 managed cloud and application support provider. They keep critical websites, apps and cloud platforms running for national retailers, infrastructure operators, agencies and fast-growing product companies. Clients stay because the service is reliable and honest.

They’re hiring a Customer Success Lead to own retention across the UK book and lead the team that delivers it.

What you’ll be doing

• Leading, coaching and developing the UK Customer Success Managers
• Owning client health scores, renewals and the retention numbers
• Running a renewal programme
• Spotting risk early and leading the rescue when a client issue arises
• Partnering with the Account Executive, who owns the commercial side
• Shaping the CS playbook and the AI tooling being built to support the team

This isn’t ticket handling. Engineers run the service. Your job is to make sure every client sees the value of the offering.

What you’ll bring

• 5+ years in customer success or account management at a tech business (managed services, cloud, hosting or SaaS ideal)
• 2+ years leading a team
• A proven retention track record, with the numbers to back it up
• Experience turning around at‑risk accounts and handling tough senior conversations
• Enough technical fluency to talk AWS, Azure or GCP, monitoring and incidents credibly
• CRM discipline (HubSpot a bonus) and clear, plain written English

Why it’s worth a look

• c£70k base plus bonus tied to retention results
• Clients across the UK and APAC, with plenty of variety
• A real say in building the CS function
• London, 3 days a week in the office