Customer Success Lead

Polkadotfrog; Woodbridge; On-site; GBP 50,000 - 70,000; Full time

Job summary

A progressive tech company in the UK is seeking a Customer Success Lead to enhance the onboarding journey and lead the Customer Success Team. This role offers the opportunity to develop and implement strategies that improve customer satisfaction and loyalty. Ideal candidates should have a proven track record in customer success or account management, excellent communication skills, and a solutions-focused approach. Enjoy a great work-life balance with 28 days of holiday plus bank holidays.

Benefits

Great work-life balance

28 days holiday plus bank holidays

Qualifications

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

Responsibilities

• Oversee and manage the customer onboarding process.
• Improve onboarding processes and implement best practices.
• Drive improved product adoption and customer retention.

Skills

Customer success management

Team leadership

Communication skills

Problem-solving

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:

• Play a key role in shaping our customer success and onboarding strategy
• Your work will directly improve customer satisfaction, retention, and loyalty
• 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.