customer success lead

Spider Web Recruitment Ltd; Ipswich; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading recruitment agency in the UK is seeking an experienced Customer Success Lead to oversee the onboarding journey and manage a dedicated team. In this hands-on role, you will coordinate customer interactions to enhance product adoption and foster strong relationships. The ideal candidate should have proven customer success experience, strong leadership skills, and a passion for customer experience. The role offers a work-life balance with 28 days of holiday plus bank holidays.

Benefits

28 days holiday plus bank holidays

Great work-life balance

Qualifications

• Proven experience in customer success, account management, or customer-facing leadership roles.
• Strong organisational and leadership skills.
• Excellent communication and presentation skills.

Responsibilities

• Lead the customer onboarding process across the organisation.
• Improve onboarding processes and implement best practices.
• Support customers with product setup for success.

Skills

Customer success experience

Leadership skills

Strong communication

Problem-solving mindset

Customer relationship management

Job description

the role:

We’re looking for an experienced and motivated Customer Success Lead to take ownership of customer onboarding journey’s and leading the Customer Success Team.

In this hands‑on leadership role, you’ll coordinate, monitor, and continuously improve how customers are introduced to products and supported through their journey.

You’ll work closely with your team and the wider business to remove obstacles, improve product adoption, and strengthen customer relationships.

If you’re passionate about customer experience and ready to step into a role with real influence and responsibility, this is an excellent opportunity to make an impact.

why you should apply:

• Lead & Influence: Play a key role in shaping our customer success and onboarding strategy
• Real Impact: Your work will directly improve customer satisfaction, retention, and loyalty
• People‑Focused Role: Build strong relationships with customers and lead a dedicated team
• Great Work‑Life Balance: 28 days holiday plus bank holidays

what we’re looking for:

• Proven experience in customer success, account management, onboarding, or customer‑facing leadership roles
• Strong organisational and leadership skills with the ability to manage and motivate a team
• Excellent communication and presentation skills
• A solutions‑focused mindset with the ability to identify and remove customer roadblocks
• Confidence in understanding customer goals and translating them into successful outcomes
• Experience delivering product demos, tours, or training sessions is highly desirable

You will also carry out all duties of a Customer Service Consultant:

• Overseeing and managing the customer onboarding process across the organisation
• Improving onboarding processes and implementing best practices
• Managing onboarding meetings, product tours, company presentations, and demos
• Supporting customers with product setup for the quickest path to success
• Driving improved product adoption and customer retention