Senior Customer Success Leader — £4-5M ARR Strategy Growth

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

Job summary

Unknown is seeking a senior Customer Success leader to define how a modern scaled CS function operates and to lead two Customer Success Managers. You will be a visible, customer-facing leader driving adoption and commercial outcomes across a £4-5M ARR portfolio of nearly 1,000 customers.

This role requires credibility to lead strategic customer conversations, coach the team and set the standard for commercial Customer Success, moving beyond dashboard management.

Qualifications

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

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a £4-5M ARR portfolio.
• Deliver executive meetings, webinars and strategic reviews.
• Partner with Account Management to maximise retention and renewals.
• Use health, engagement and product data to identify risk and opportunities.
• Collaborate with Marketing, Digital CS and Data Analytics to improve the journey.
• Serve as senior escalation point for complex customer situations.

Skills

CS leadership

SaaS experience

Data-driven

Stakeholder influence

Coaching mentality

Commercial mindset

Job description

Unknown is seeking a senior Customer Success leader to define how a modern scaled CS function operates and to lead two Customer Success Managers. You will be a visible, customer-facing leader driving adoption and commercial outcomes across a £4-5M ARR portfolio of nearly 1,000 customers.

This role requires credibility to lead strategic customer conversations, coach the team and set the standard for commercial Customer Success, moving beyond dashboard management.