Team Lead Customer Success

RLDatix; United Kingdom; Remote; GBP 45,000 - 60,000; Full time

Job summary

A health solutions provider is seeking a Homebased Customer Success Team Leader in the UK. This role focuses on managing and developing a team of Customer Success Managers to enhance customer engagement and service delivery. The ideal candidate should have at least 2 years of experience in a customer-facing role, strong leadership skills, and a passion for customer success. This position offers a chance to make a significant impact in healthcare services while leading a dedicated team.

Benefits

Flexible work arrangements

Commitment to employee wellness

Qualifications

• Minimum of 2 years’ experience in a customer-facing role (B2B SaaS preferred).
• 1+ years of management or equivalent leadership experience desirable.
• Proven track record of delivering results both individually and within a team or project setting.

Responsibilities

• Manage and actively develop a team of existing CSMs, supporting their skills and performance.
• Develop customer relationships and ensure all customers are serviced as expected.
• Proactively monitor KPIs and identify trends to drive improvement.

Skills

Customer relationship management

Team management

Problem solving

Communication skills

Organizational skills

Tools

CRM platforms

Job description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a Homebased Customer Success Team Leader to join our UK&I Customer Success team, helping us continue our mission to deliver safer patient care through excellence in customer engagement and service delivery.

As our service continues its journey to deliver safer patient care, we’re continuously improving and scaling what we do. We’ve reached an exciting point where we’re introducing a Team Leader within the world of Customer Success Engagement. Alongside your current responsibilities (and with full support as you scale and balance your workload), you’ll line manage, coach, and develop a team of Customer Success Managers (CSMs).

We’re looking for someone who embodies the qualities of a great manager — trustworthy, inspiring, proactive, and passionate about helping people grow. You’ll be instrumental in supporting your team to achieve their KPIs, strengthen customer relationships, and deliver measurable impact across the business.

How You’ll Spend Your Time

• Manage and actively develop a team of existing CSMs, supporting and enhancing their skills and performance.
• Develop customer relationships through the team and ensure all customers are serviced as expected.
• Proactively monitor KPIs and service-related data to identify trends and drive improvement.
• Continue to build product expertise to support both colleagues and customers.
• Drive product adoption and engagement through customer communities.
• Support delivery of new processes and ensure smooth adoption across the team.
• Promote RLDatix’s mission, brand, and products through every customer interaction.
• Ensure best practices are followed, CRM data is maintained, and service deliverables are met.
• Seek and act on feedback to inform service improvements and people decisions.
• Support team knowledge growth and reduce single points of failure.
• Balance existing role duties with leadership responsibilities, flexing support as needed.
• Conduct regular one-to-ones, coaching, and reviews to drive team performance.
• Support the wider business with additional initiatives or projects where required.

Key Performance Indicators

• Achievement of defined OKRs and KPIs (set quarterly)
• Strong customer health scores and engagement metrics
• Team satisfaction and development progress

What We’re Looking For

• Minimum of 2 years’ experience in a customer-facing role (B2B SaaS preferred).
• 1+ years of management or equivalent leadership experience desirable.
• Strong organizational skills and ability to adapt to new processes and methodologies.
• Proven track record of delivering results both individually and within a team or project setting.
• Excellent communication and interpersonal skills.
• Proactive and confident in tackling challenges and opportunities.
• Effective delegator with strong problem-solving and decision-making skills.
• Experience using CRM platforms to manage workload and performance.
• Passionate about customer success and being the voice of the customer.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, sexual identity, national origin, disability, handicap, marital status, or any other status or condition protected by law.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please send a note to [e-mail].