Working hours: Monday to Friday : 10am to 6.30pm (CET)
Public holidays: UK
Job Title: Customer Success Team Lead
Overview
We are looking for a Customer Success Team Lead who can balance leadership and direct client engagement. In this role, you’ll mentor and guide a Customer Success Executive on day-to-day delivery, while also owning relationships with key strategic users. You’ll be hands-on in designing and executing success plans, ensuring product adoption, user retention, and growth, while introducing scalable practices that elevate the entire CS function. The ideal candidate will be comfortable having commercial discussions with users regarding platform subscriptions.
Key Responsibilities
- Directly manage a Customer Success Executive. Act as both a mentor and coach, providing guidance, feedback, and professional development.
- Serve as the primary point of contact for strategic engagements, and commercial discussions with key users.
- Build strong client relationships, understand business goals, and deliver tailored success strategies that drive measurable commercial outcomes, including driving usage and adoption of the Synapse platform.
- Design and implement scalable customer success frameworks, processes, and reporting to improve efficiency and impact. Managing and rolling this out amongst team members.
- Monitor client health, analyse usage and feedback data, and proactively address risks or opportunities.
- Collaborate cross-functionally with Product, Marketing and Operations to align on client needs and deliver continuous improvements.
- Opportunity to expand the team over time, adding more people to support a growing base of users.
- Take a lead in training and supporting team members, contributing to their career progression. Being part of interview processes where appropriate.
Requirements
- Proven experience in SaaS Customer Success or Account Management, with a mix of operational and strategic responsibility. Focus on businesses with both annual and monthly subscriptions available, but particularly driving success with users on a monthly basis to reduce churn, rather than focusing on large, annual renewals.
- Demonstrated ability to manage and mentor junior team members while personally owning client relationships.
- Strong track record in client and user retention, expansion, and subscription-based SaaS models.
- Excellent communication, presentation, writing and relationship-building skills. Confident with written and spoken English and happy to speak with customers on the phone.
- Strategic thinker with a data-driven mindset, able to balance tactical execution with long-term planning.
What We Offer
- A dynamic role where you’ll shape client success both strategically and operationally.
- Opportunity to directly impact client growth and business outcomes.
- Opportunity to grow the team and shape it for continued success.
- A collaborative environment with international client exposure and career development potential at a fast growing startup.
- Exposure to an exciting industry that is having to adapt at a rapid pace to advances in technology, especially around AI.
- A working environment where idea generation and innovation is welcomed and encouraged.
Benefits:
- Private medical insurance (after 6 months)
- Hybrid working model - work from home, office or both
- Regular team meetups - dinners, outdoor activities and events
- Opportunity to travel
- Access to further learning & development courses
