Senior Customer Success Leader — Scale & Commercial Impact

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

Job summary

The confidential RegTech company in the UK is seeking a senior Customer Success leader to drive the scaled CS function. You will lead two Customer Success Managers, own a £4-5M ARR portfolio, and shape the strategy and health of the customer journey across this large, diverse client base.

You will deliver executive business reviews, coach your team, and partner with Account Management to maximize retention and revenue.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, delivering customer outcomes that protect and grow revenue.
• Confidence to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and product adoption to prioritise activity.
• Coaching mentality developing those around you while setting the standard through personal interactions.

Responsibilities

• Leading, coaching and developing two Customer Success Managers.
• Owning the strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering with Account Management to maximise customer retention and renewal success.
• Using customer health, engagement and product usage data to identify risk and opportunity.
• Collaborating with Marketing, Digital CS and Data & Analytics to improve the scaled customer journey.
• Serving as the senior escalation point for complex customer situations with hands-on leadership.

Skills

Customer Success leadership

SaaS portfolio management

Stakeholder management

Executive communication

Data-driven decision making

Coaching & development

Job description

The confidential RegTech company in the UK is seeking a senior Customer Success leader to drive the scaled CS function. You will lead two Customer Success Managers, own a £4-5M ARR portfolio, and shape the strategy and health of the customer journey across this large, diverse client base.

You will deliver executive business reviews, coach your team, and partner with Account Management to maximize retention and revenue.