Retention & Customer Success Lead

The Portfolio Group; Manchester; On-site; GBP 38,000 - 52,000; Full time

Job summary

A recognized EAP and OH provider is seeking a Retention & Customer Services Team Leader in Manchester, England. This mid-senior role involves leading and coaching a team to exceed retention and revenue targets, while supporting client negotiations. The ideal candidate will have a proven track record in customer service and account management, thriving in a fast-paced, target-led environment. This position offers an opportunity to build a long-term leadership career with significant organizational impact.

Qualifications

• Proven experience leading teams in retention, account management, or customer services.
• Confident in senior client conversations.
• Enjoys coaching and developing teams.

Responsibilities

• Lead and motivate a team to exceed retention and revenue targets.
• Set performance expectations and conduct regular quality checks.
• Support complex renewals and retention challenges.

Skills

Team leadership

Client negotiation

Performance management

Coaching and development

Commercial focus

Job description

A recognized EAP and OH provider is seeking a Retention & Customer Services Team Leader in Manchester, England. This mid-senior role involves leading and coaching a team to exceed retention and revenue targets, while supporting client negotiations. The ideal candidate will have a proven track record in customer service and account management, thriving in a fast-paced, target-led environment. This position offers an opportunity to build a long-term leadership career with significant organizational impact.