customer success lead.

Polkadotfrog Ltd; Woodbridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

A dynamic client success firm is seeking an experienced Customer Success Lead to enhance customer onboarding and support. In this role, you will shape customer success strategies, improve product adoption, and lead a dedicated team. Excellent communication and leadership skills are essential, alongside proven experience in customer success. This position offers the opportunity to significantly impact customer satisfaction and retention. Join us to create positive relationships with clients and candidates alike.

Qualifications

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

Responsibilities

• Lead and influence customer success and onboarding strategy.
• Coordinate and enhance customer onboarding processes.
• Manage onboarding meetings and product demos.

Skills

Customer success

Account management

Leadership

Strong communication

Solutions-focused mindset

Job description

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

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.