Technology Customer Success Lead

adm-Indicia; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global technology company in London is seeking a Technology Customer Success Lead. This strategic role involves driving customer engagement and success across regions for a key global client, maximizing platform adoption, and enabling effective use of technology. Ideal candidates have proven SaaS experience and strong relationship-building skills. The role offers a dynamic work environment and opportunities for professional growth.

Qualifications

• Proven experience in Sales, Client Services, Service Management, or Customer Success within SaaS.
• Strong to build and sustain relationships across large, complex global organizations.
• Hands-on technical understanding, including architecture, front-end, middleware, API, and backend technologies.

Responsibilities

• Build a customer success strategy that drives global adoption and spend.
• Maintain regular engagement with decision makers and users to identify challenges and growth opportunities.
• Measure client and user satisfaction to inform the product roadmap.

Skills

Sales experience

Client Services

Technical understanding

Problem-solving skills

Relationship-building skills

SaaS knowledge

Communication skills

Proactive approach

Job description

Technology Customer Success Lead

Department: Account Management

Employment Type: Full Time

Location: London

Reporting To: Ross Macknight

Description

We’re looking for a Technology Customer Success Lead to join our Technology Enablement team. In this strategic, global role, you will lead customer engagement and the end-to-end customer success strategy for our technology platform across all regions for one of our key global clients. Your mission is to drive platform adoption, maximise client value, and enable market teams to use our technology confidently and effectively.

You will work closely with our client, internal teams, and suppliers to design and deliver a robust customer success approach, support global onboarding, and ensure consistent success across local markets.

Key Responsibilities

• Build a customer success strategy that drives global adoption and spend.
• Enable global teams with guidance, collateral, use cases, and commercial knowledge.
• Act as the Voice of the Client to ensure the platform meets objectives.
• Maintain regular engagement with decision makers and users to identify challenges and growth opportunities.
• Create and maintain use cases and case studies to support renewals and revenue growth.
• Support commercial development across the SaaS product suite.
• Build and manage a market adoption pipeline with visibility of opportunities.
• Standardise and accelerate onboarding, cross-sell, up-sell, and market expansion.
• Develop and maintain clear routes to market.
• Produce adaptable presentation collateral for regions, verticals, and use cases.
• Support effective product demos and associated content.
• Improve processes that increase market retention and adoption.
• Measure client and user satisfaction to inform the product roadmap.
• Collaborate with Product Management to shape the roadmap using client insights.
• Work with Global Application Support to understand incidents, resolutions, and SLA performance.

Skills, Knowledge and Expertise

• Proven experience in Sales, Client Services, Service Management, or Customer Success within SaaS.
• Strong to build and sustain relationships across large, complex global organisations.
• Solid understanding of SaaS go-to-market strategies and competitor technologies.
• Hands-on technical understanding, including architecture, front-end, middleware, API, and backend technologies.
• Strong technical problem-solving skills and ability to translate technical concepts into client-friendly language.
• Skilled in managing expectations and priorities across clients and internal teams.
• Proactive, solutions-oriented approach aligned to product capabilities and roadmap.
• Confident communicating cloud-based SaaS solutions with clients and partners in all settings.
• Strong relationship-building skills that foster trust and long-term partnership.
• Ability to work flexibly in a global role, with occasional out-of-hours support for other regions.
• Willingness to undertake training, certifications, and blended office/remote working (3–2 split).

Equal Opportunities

adm Indicia s proud to be an equal opportunity employer and is committed to creating a diverse environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know