Senior Leader — Scaled Customer Success (£4-5M ARR)

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Chesterfield; On-site; GBP 120,000 - 160,000; Full time

Job summary

ABR Talent is partnering with a PE-backed Regulatory Technology business to appoint a senior Customer Success leader. You will define the scaled CS model, lead two Customer Success Managers and drive adoption, retention and renewals across a £4-5M ARR portfolio.

This role requires credibility, gravitas, and the ability to influence senior stakeholders in executive customer conversations. You will work cross-functionally to align outcomes with revenue.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset focused on delivering outcomes that protect and grow revenue.
• Ability 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 whilst setting the standard through your own customer interactions.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Deliver executive customer meetings, webinars and strategic business reviews.
• Partner closely with Account Management to maximise customer retention and renewal success.
• Use customer health, engagement and product usage data to proactively identify risk and opportunity.
• Work alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
• Act as the senior escalation point for complex customer situations, leading by example through your own customer interactions.

Skills

Leadership

Coaching

Data analytics

Stakeholder influence

SaaS experience

Job description

ABR Talent is partnering with a PE-backed Regulatory Technology business to appoint a senior Customer Success leader. You will define the scaled CS model, lead two Customer Success Managers and drive adoption, retention and renewals across a £4-5M ARR portfolio.

This role requires credibility, gravitas, and the ability to influence senior stakeholders in executive customer conversations. You will work cross-functionally to align outcomes with revenue.