Senior Customer Success Leader - Growth & Retention

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Slough; On-site; GBP 90,000 - 130,000; Full time

Job summary

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses is seeking a senior leader to define and scale the Customer Success function. You will lead two CS Managers, drive adoption, and influence commercial outcomes across a £4-5M ARR portfolio with nearly 1,000 customers.

You will be the senior voice in executive conversations, shaping strategy, mitigating risk and partnering across Customer Success, Account Management and Marketing to maximise renewals and revenue

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled/high-volume customer portfolios.
• Commercial mindset to deliver customer outcomes that protect and grow revenue.
• Confidence and credibility to influence senior stakeholders.
• Data-led approach using health, engagement and product adoption to prioritise activity.
• Coaching mentality to develop others while setting the standard.

Responsibilities

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

Skills

Leadership

SaaS experience

Portfolio management

Stakeholder management

Data-driven

Coaching

Commercial mindset

Tools

Salesforce

Gong

Hook

Job description

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses is seeking a senior leader to define and scale the Customer Success function. You will lead two CS Managers, drive adoption, and influence commercial outcomes across a £4-5M ARR portfolio with nearly 1,000 customers.

You will be the senior voice in executive conversations, shaping strategy, mitigating risk and partnering across Customer Success, Account Management and Marketing to maximise renewals and revenue