Customer Success Team Lead - Hybrid UK

GCS Recruitment; Norton-Le-Moors; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid work

Benefits package

Job summary

GCS Recruitment is seeking an experienced Customer Success Manager - Team Leader to drive customer engagement across a portfolio of managed service accounts. Hybrid role in the UK, with a competitive salary and benefits.

You will lead a Customer Success team, mentor colleagues, chair service reviews, and ensure successful delivery of services. You will build strong client relationships, manage escalations, oversee SLAs and KPIs, and collaborate with technical, project, and commercial teams to

Qualifications

• Experience in Customer Success, Service Delivery, Account Management, or Client Relationship Management.
• Background in Managed Services, Cloud, Cyber Security, Infrastructure, or Technology.
• Strong stakeholder management and service governance experience.
• Knowledge of SLAs, KPIs, service reviews, and customer lifecycle management.
• Previous team leadership or mentoring experience desirable.
• ITIL Foundation or equivalent experience advantageous.

Responsibilities

• Lead customer engagement across a portfolio of managed service accounts.
• Chair service reviews and manage escalations.
• Oversee SLAs and KPIs and ensure commitments are met.
• Collaborate with technical, project and commercial teams to drive satisfaction, retention and growth.

Skills

Customer Success

Service Delivery

Account Management

Client Relationship Management

Education

ITIL Foundation

Job description

GCS Recruitment is seeking an experienced Customer Success Manager - Team Leader to drive customer engagement across a portfolio of managed service accounts. Hybrid role in the UK, with a competitive salary and benefits.

You will lead a Customer Success team, mentor colleagues, chair service reviews, and ensure successful delivery of services. You will build strong client relationships, manage escalations, oversee SLAs and KPIs, and collaborate with technical, project, and commercial teams to