Customer Success Team Lead

TN United Kingdom; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative firm is looking for a Customer Success Director and Team Lead to drive client relationships and enhance customer satisfaction. This role involves leading a team of Customer Success Managers, managing strategic accounts, and ensuring optimal service delivery. The ideal candidate will have a strong background in customer success, with a passion for developing strategies that foster retention and growth. Join a company that values diversity and offers competitive benefits, including a generous leave policy and a commitment to work/life balance. This is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Competitive compensation

Discretionary bonus

Pension plan

Healthcare

Sharesave scheme

25 days annual leave

Bank holidays

Volunteering days

Options to purchase additional leave

Qualifications

• Proven track record in managing strategic accounts and driving customer satisfaction.
• Strong leadership skills to develop and manage a high-performing team.

Responsibilities

• Retain customer base and contribute to growth plans.
• Lead Customer Success Managers and ensure value delivery for clients.
• Manage strategic accounts and drive customer satisfaction.

Skills

Customer Relationship Management

Team Leadership

Customer Success Strategies

Cross-Selling

Stakeholder Management

Job description

We are seeking a Customer Success Director and Team Lead to join the Experian Data Quality (EDQ) Team. This role offers a great opportunity for someone passionate about developing client relationships and understanding customer challenges to ensure continued value delivery to our clients. The position involves managing a high-performing team of Customer Success Managers and shaping future team strategies to enhance retention and customer service.

Key Responsibilities

1. Retain current customer base and maintain contracted revenue, contributing to EDQ’s growth plans.
2. Represent the Customer Success Team with clients and internal teams.
3. Lead and develop the Customer Success Midmarket Team to achieve growth through continuous improvement.
4. Ensure proper onboarding and ongoing value delivery for customers, including SME clients.
5. Manage a portfolio of strategic accounts, driving customer satisfaction and retention.
6. Lead a team of 5-7 Customer Success Managers and support outsourced third-party management of SME clients.
7. Report on retention performance and maintain CRM accuracy.
8. Build strong relationships with key client stakeholders.
9. Identify opportunities for cross-selling and upselling.
10. Act as escalation point and client sponsor where needed.
11. Collaborate with operational and support teams to ensure service continuity at renewal.
12. Coordinate with various departments to deliver optimal client outcomes.
13. Coach and mentor junior team members.
14. Drive leads for new business through cross-sell and upsell initiatives.
15. Oversee customer satisfaction metrics, including annual NPS surveys.
16. Manage stakeholder relationships across the organization.

Qualifications

Ideal candidates are highly motivated and experienced Customer Success Leaders managing strategic accounts, with a proven track record of driving customer satisfaction and retention. Leadership skills to manage and develop a team are essential.

Additional Benefits

• Competitive compensation and discretionary bonus.
• Core benefits including pension, healthcare, sharesave scheme, and more.
• 25 days annual leave, plus bank holidays and volunteering days; options to purchase additional leave.

Our Culture

Experian values diversity, inclusion, and work/life balance. Recognitions include Great Place To Work, Fortune’s Best Companies, and Glassdoor’s Top Places to Work. We are committed to equal opportunity employment and accommodating individuals with disabilities or special needs.

Internal grade D

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