Senior CS Leader: Scale, Strategy & Commercial Impact

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Birmingham; On-site; GBP 90,000 - 120,000; Full time

Job summary

ABR Talent is seeking a senior Customer Success leader to define and run a scaled CS function. You will lead two CSMs and directly influence commercial outcomes across a £4-5M ARR portfolio spanning nearly 1,000 customers.

You will engage in high-stakes executive conversations, drive adoption and be the senior voice in critical customer moments. This role requires credibility to guide strategy, protect and grow revenue, and partner with cross-functional teams to optimize the customer journey.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset with focus on revenue outcomes.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-driven approach using health, engagement and product usage metrics.
• Coaching mentality developing others while setting a high personal standard.

Responsibilities

• Leading, coaching and developing two Customer Success Managers.
• Owning strategy, health and performance of a £4-5M ARR portfolio.
• Delivering executive meetings, webinars and strategic reviews.
• Partnering with Account Management to maximise retention and renewals.
• Using data to identify risk and opportunities and act on them.
• Collaborating with Marketing, Digital CS and Analytics to improve journeys.
• Serving as the senior escalation point for complex customer situations.

Skills

Experience leading CS teams

Scaled/high-volume portfolios

Commercial mindset

Stakeholder influence

Data-led decision making

Coaching mentality

Job description

ABR Talent is seeking a senior Customer Success leader to define and run a scaled CS function. You will lead two CSMs and directly influence commercial outcomes across a £4-5M ARR portfolio spanning nearly 1,000 customers.

You will engage in high-stakes executive conversations, drive adoption and be the senior voice in critical customer moments. This role requires credibility to guide strategy, protect and grow revenue, and partner with cross-functional teams to optimize the customer journey.