Customer Success Lead (Part-Time)

Bodyswaps; Greater London; On-site; GBP 42,000 - 64,000; Part time

Benefits offered by this job

25 days holiday + bank holidays

Learning & development budget

Enhanced parental leave

Working Abroad policy

Volunteer day

Team days/offsites

Job summary

Bodyswaps is seeking an experienced Customer Success leader to cover the Head of Customer Success during maternity leave. This part-time leadership role will head the UK CS team, execute our UK strategy, and ensure systems operate smoothly.

A structured handover will precede the leave, with strong backing from the leadership team. Reporting to the Chief Revenue Officer, the role focuses on renewals, retention and expansion, with a 13-month fixed-term contract and a 3-days-per-week schedule

Qualifications

• Experience leading a Customer Success or Account Management team in B2B SaaS or EdTech.
• Proven track record delivering CS strategy focused on renewals, retention and expansion.
• Strong operational skills with documented workflows, playbooks and scalable processes.
• Comfortable engaging with senior stakeholders and customers.
• Able to step into an established team quickly on a part-time schedule.
• Experience with CRM/CS platforms (e.g., HubSpot).

Responsibilities

• Lead, mentor and manage the UK Customer Success team during the maternity cover period.
• Deliver the existing UK CS strategy and adapt to changing priorities.
• Define and document CS workflows across the customer lifecycle and improve processes.

Skills

CS leadership

CS strategy delivery

Operations/process design

Stakeholder management

Part-time capable

CRM experience (HubSpot)

Tools

HubSpot

Job description

Bodyswaps® is an award-winning immersive education platform (B2B SaaS) leveraging Virtual Reality (VR), Artificial Intelligence (AI) and Behavioral Science to deliver effective and scalable soft skills training.We’ve already worked with leading organisations such as NHS, Yale University and the UN Refugee Agency on topics like leadership, communication and interview skills. Unlocking people’s full potential.

About the Role

Bodyswaps is hiring an experienced Customer Success leader to cover our Head of Customer Success during their maternity leave. You'll lead the UK Customer Success (CS) team, be responsible for executing on our UK strategy and ensure systems are operating as expected. This is a part-time leadership role for someone who enjoys developing people and making teams work better. You'll have a structured handover before the leave period and the backing of an engaged leadership team throughout.

Reporting to: Chief Revenue Officer

Contract: 13-month fixed-term contract (maternity cover), starting 01 March 2027

1. Team leadership

• Lead, mentor and manage the UK Customer Success team, keeping them motivated and supported through the cover period.
• Run regular one-to-ones, set clear goals and performance metrics, and coach team members to grow in their roles.
• Maintain a high-performance, customer-centric culture and provide insights on behalf of Customer Success UK in leadership andr cross-functional meetings.

2. Customer Success strategy

• Deliver the existing UK Customer Success strategy, adapting it as customer needs and business priorities change.
• Set team priorities that support renewal, retention and expansion goals, working closely with Sales and Finance.
• Report on team performance and customer health to the Chief Revenue Officer and wider leadership team.

3. Workflows & operations

• Ensure all processes are operating effectively and provide suggestions on how we can improve our CS processes to increase team capacity and consistency.
• Define and document workflows across the customer lifecycle, from onboarding and adoption to renewal.
• Make the most of our tools and data so the team spends more time with customers and less on admin.
• Prepare a full handover for the Head of Customer Success on their return.

Who we're looking for

• Proven experience leading and developing a Customer Success or Account Management team, ideally in B2B SaaS or EdTech.
• A track record of shaping and delivering CS strategy, with a good grasp of renewals, retention and expansion.
• Strong operational skills: you've designed or improved workflows, playbooks and processes that helped a team scale.
• Confidence working with senior stakeholders, both internally and with customers.
• Comfortable stepping into an established team quickly and making an impact within a part-time schedule.
• Experience with CRM and CS platforms [e.g. HubSpot] is a plus.
• Contract: 13-month fixed-term, 3 days per week. Start date: 01 March 2027.
• Holiday: 25 days plus 8 bank holidays FTE (20 days pro rata, inclusive of bank holidays)
• Annual learning and development budget to support your career growth (e.g. courses, conferences, workshops)
• Enhanced parental leave
• Working Abroad policy that supports short-term work abroad periods.
• 1 day volunteering leave per year
• Fun and supportive culture - we firmly believe in fostering a positive work environment, which means having fun as a team while challenging ourselves. We bring the whole team together for quarterly team days and bi-annual off-site trips.

We are committed to building a diverse culture and are eager to receive applications from all backgrounds, with different outlooks and experiences. All applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.