Customer Success Team Lead

EC1 Partners Group; Greater London; Presencial; GBP 110 000 - 140 000; Tempo integral

Resumo da oferta

EC1 Partners Group in London is seeking a senior Customer Success leader to head a globally distributed team within a large enterprise. You will own performance metrics, implement standardised processes and drive operational excellence across the function.

You will partner with cross-functional leaders, coach managers, and sustain high service levels while delivering continuous improvement and measurable business outcomes for key clients.

Qualificações

• Experience leading Customer Success in a large-scale enterprise environment.
• Proven ability to manage, develop and performance-manage teams, including formal reviews.

Responsabilidades

• Lead and develop an internationally distributed Customer Success team within a large enterprise environment.
• Establish and embed best practices, standardised processes and operational frameworks to drive consistency and efficiency.
• Partner with cross-functional internal teams to support business objectives and improve service delivery.
• Manage team performance through KPI tracking, regular performance reviews, coaching and ongoing development.
• Drive accountability, continuous improvement and high standards of service delivery across the team.

Descrição da oferta de emprego

The role involves leading a Customer Success function within a large, global financial services organisation, with a focus on team performance, operational excellence and continuous improvement.

Key Responsibilities

• Lead and develop an internationally distributed Customer Success team within a large enterprise environment.
• Establish and embed best practices, standardised processes and operational frameworks to drive consistency and efficiency.
• Partner with cross-functional internal teams to support business objectives and improve service delivery.
• Manage team performance through KPI tracking, regular performance reviews, coaching and ongoing development.
• Drive accountability, continuous improvement and high standards of service delivery across the team.

Experience Required

• Proven experience leading a Customer Success team within a large-scale enterprise organisation.
• Demonstrable experience managing, developing and performance-managing teams, including conducting formal performance reviews.
• A strong track record of implementing best practices, improving processes and driving team performance.
• Proven ability to collaborate effectively with senior stakeholders and cross-functional teams.