Customer Success Team Leader

Customer Success Team Leader

Location: London (Hybrid)

Salary: Negotiable DOE

Contract: Permanent, Full-Time

Our client is seeking an experienced Customer Success Team Lead to manage and develop a high-performing customer success team within a fast-growing SaaS environment. This is an excellent opportunity for a people-focused leader with strong client relationship and team management experience to drive customer retention, engagement, and long-term success.

The Role:

• Lead, mentor, and develop a team of Customer Success professionals


• Drive customer retention, satisfaction, and account growth initiatives


• Support the team in managing strategic customer relationships and escalations


• Monitor team performance through KPI reporting and operational analysis


• Collaborate with internal stakeholders to improve customer experience and service delivery


• Identify opportunities for process improvements and operational efficiencies


• Support onboarding, training, and ongoing development across the team


• Ensure high standards of client engagement and service delivery are maintained

About You:

• Previous experience leading a Customer Success, Account Management, or SaaS support team


• Strong coaching, mentoring, and people management skills


• Experience working within a SaaS or technology-led environment


• Commercially aware with strong analytical and reporting capabilities


• Excellent communication and stakeholder management skills


• Able to lead within fast-paced and evolving environments


• Passionate about customer experience, retention, and team development

This is a fantastic opportunity to join a growing organisation where you can play a key role in developing customer success strategy, leading a talented team, and driving long-term client relationships.

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