Customer Success Lead

Megregionalnyi Dolgovoy Center (MDC) / Interregional Debt Center; Ipswich; On-site; GBP 45,000 - 65,000; Full time

Job summary

A customer-centric organization is seeking an experienced Customer Success Lead to manage the customer onboarding journey and lead the Customer Success Team in Ipswich. This role involves coordinating efforts to enhance product adoption and customer satisfaction. The ideal candidate will have a strong background in customer success, leadership skills, and a solutions-focused mindset. This position offers a great opportunity to make a real impact on customer relationships and satisfaction.

Benefits

28 days holiday plus bank holidays

Great work-life balance

Qualifications

• Proven experience in customer success or onboarding roles.
• Strong skills in managing and motivating a team.
• Confidence in understanding and translating customer goals.

Responsibilities

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

Skills

Experience in customer success or account management

Organisational and leadership skills

Excellent communication skills

Solutions-focused mindset

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, based in Woodbridge, Suffolk.

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

At polkadotfrog, we are dedicated to ensuring both client and candidate satisfaction. We value inclusivity and welcome requests for reasonable adjustments, whether for accessibility or information in an alternative format.

Our specialist consultants bring expertise, passion, and dedication to delivering a professional, personalised, and high-quality service. Our mission is simple — to create positive relationships with all our clients and job seekers, driven by honesty, transparency, and care.