Hybrid Customer Success Team Lead (SaaS)

StepStone Group; United Kingdom; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

29 days holiday + bank holidays

Private medical and dental healthcare

Matching pension contribution 4-5%

24/7 Employee Assistance Programme

Life Assurance Cover

Cycle to work scheme

Hybrid working model

Volunteering days

Bring your dog to the office

Job summary

The StepStone Group in the United Kingdom is looking for a Customer Success Team Manager to lead and develop a team of Customer Success Managers. You will drive retention, product adoption, and positive customer outcomes while partnering with Sales, Product and Operations to resolve challenges and improve the end-to-end experience.

Responsibilities include setting performance expectations, coaching staff, and using data-driven insights to optimize processes.

Qualifications

• Proven experience leading customer-facing teams in a B2B environment, ideally SaaS.
• Strong people leadership skills with coaching and performance management.
• Experience driving retention, engagement and revenue through customer success metrics.

Responsibilities

• Lead, coach and develop a team of Customer Success Managers, setting expectations and fostering a high-performing culture.
• Own team performance against customer success metrics and retention.
• Drive a consistent, outcome-led customer experience across the lifecycle.
• Use insights and data to identify opportunities for improvement and lead process changes.
• Collaborate with Sales, Product and Operations to resolve challenges and improve outcomes.

Skills

People leadership

Stakeholder management

Customer success metrics

B2B SaaS experience

Tools

CRM systems

Reporting tools

Customer data analytics

Job description

The StepStone Group in the United Kingdom is looking for a Customer Success Team Manager to lead and develop a team of Customer Success Managers. You will drive retention, product adoption, and positive customer outcomes while partnering with Sales, Product and Operations to resolve challenges and improve the end-to-end experience.

Responsibilities include setting performance expectations, coaching staff, and using data-driven insights to optimize processes.