Customer Success Lead - Channel Partners - SaaS

Artemis Human Capital; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local SaaS company in Belfast is seeking a Customer Success Lead to manage the complete post-sale experience for channel partners and customers. This role is crucial as the company scales and aims to enhance customer experience. Candidates should have over 5 years of experience in Customer Success within a B2B SaaS environment. Key responsibilities include onboarding partners, leading support teams, and fostering strong relationships. This position offers a competitive salary and benefits package.

Benefits

Competitive salary

Innovative company culture

Opportunities for professional growth

Qualifications

• 5+ years’ experience in Customer Success, Account Management, or Partner Enablement within B2B SaaS.
• Ability to manage partner and customer relationships with strong retention outcomes.
• Exceptional communication skills and relationship-building abilities at all levels.

Responsibilities

• Own the full post-sale experience, ensuring successful onboarding of customers.
• Lead and manage the first-line support team for partner and customer support.
• Support partners in scaling their businesses through platform adoption.

Skills

Customer Success Management

Account Management

Relationship Building

Project Management

Problem-Solving

Job description

Artemis Human Capital are recruiting for a Customer Success Lead on behalf of an ambitious local SaaS firm going through exciting growth.

With a channel-first approach, they partner with leading telematics resellers and fleet technology providers, enabling them to scale faster and win more customers. During their growth, they are seeking a Customer Success Lead to ensure their partners and their customers achieve maximum value from their solutions.

About the Role

The Customer Success Lead is responsible for the complete post-sale experience, ensuring channel partners and their customers are successfully onboarded, supported, and positioned for long-term success. This is a critical role as the business scales and continues to differentiate through exceptional customer experience and support.

Working closely with the Channel Team, which manages all pre-sales activity, this role ensures a seamless transition into post-sales enablement and ongoing success. The ideal candidate is a strong relationship builder with a passion for customer success and experience working with B2B partners in technology-driven environments.

Key Responsibilities

Channel Partner Enablement & Customer Onboarding

• Own the full post-sale experience, ensuring partners and customers are onboarded successfully
• Develop and implement best practices for rollouts, training programs, and customer success playbooks
• Collaborate closely with the Channel Team to ensure smooth handover from pre-sales to post-sales
• Deliver partner and customer training on platform features and updates
• Ensure partners and customers follow best practices to maximise return on investment
• Identify opportunities to automate onboarding and customer servicing processes

Customer Support & Retention

• Lead and manage the first-line support team to deliver high-quality partner and customer support
• Build strong, proactive relationships with all channel partners
• Act as the voice of the customer, gathering insights to improve products and services
• Monitor platform usage and performance to identify and resolve issues early
• Own customer retention metrics, driving high satisfaction and renewal rates
• Establish structured feedback loops between partners, customers, and internal teams

Strategic Growth & Continuous Improvement

• Support partners in scaling their businesses through increased adoption of the platform
• Develop success frameworks that enable partners to upsell additional solutions
• Collaborate with Product and Engineering to ensure customer insights influence product development
• Define and track Customer Success KPIs, including engagement, adoption, churn, and satisfaction

What We’re Looking For

• 5+ years’ experience in Customer Success, Account Management, or Partner Enablement within B2B SaaS, telematics, or fleet technology
• Experience mentoring team members and fostering a customer-centric culture
• Proven ability to manage partner and customer relationships with strong retention outcomes
• Confidence delivering product demos, training sessions, and customer success presentations
• Experience leading business reviews and driving strategic customer conversations
• Strong project management and process improvement skills
• Exceptional communication and relationship-building abilities at all organisational levels
• A proactive problem-solver with a customer-first mindset
• Comfortable working in a fast-growing, scale-up environment with evolving priorities

Why Join Us?

• Join a high-growth, innovative company shaping the future of fleet risk intelligence
• Work closely with leading global telematics platforms and reseller partners
• Opportunity to build and shape the Customer Success function on a global scale
• Collaborative, high-performance culture focused on innovation and excellence
• Competitive salary and benefits package

Contact

Nicky Strutt