Customer Success Team Lead - SaaS Growth & Retention

StepStone Group; Manchester; Ibrido; GBP 60.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working model (3 days in office

29 days holiday + bank holidays

Private medical and dental healthcare

Pension contribution 4–5% (after 3 yrs

Cycle to work scheme

Dog-friendly office

Descrizione del lavoro

The Stepstone Group is seeking a Customer Success Team Manager to lead a UK-based team of Customer Success Managers. You will coach staff, drive retention, and contribute to sustainable revenue growth by delivering outstanding customer outcomes and owning key metrics.

You will partner with Sales, Product and Operations, utilize CRM and reporting tools, and embed an outcome-led approach across all customer interactions in a hybrid work environment.

Competenze

• Proven experience leading customer-facing teams in B2B SaaS.
• Strong coaching and performance management skills.
• Ability to manage customer success KPIs and drive outcomes.
• Excellent stakeholder management and cross-functional collaboration.
• Experience using CRM and reporting tools for data-driven decisions.

Mansioni

• Lead, coach and develop a team of Customer Success Managers.
• Own team performance against retention, engagement and revenue metrics.
• Build trusted customer relationships and manage risks and adoption gaps.
• Drive process improvements to enhance efficiency and service quality.
• Collaborate with Sales, Product, and Operations to resolve challenges.

Conoscenze

Leadership

Coaching

Performance management

Customer success

SaaS

CRM

Data analytics

Stakeholder management

Cross-functional collaboration

Strumenti

CRM systems

Reporting tools

Customer success software

Descrizione del lavoro

The Stepstone Group is seeking a Customer Success Team Manager to lead a UK-based team of Customer Success Managers. You will coach staff, drive retention, and contribute to sustainable revenue growth by delivering outstanding customer outcomes and owning key metrics.

You will partner with Sales, Product and Operations, utilize CRM and reporting tools, and embed an outcome-led approach across all customer interactions in a hybrid work environment.