Customer Success Lead - UK/I
Lead, coach, and develop a customer success team across the UK and Ireland while owning regional retention and expansion performance. Manage priority accounts, guide renewal and expansion cycles, build scalable playbooks and workflows, optimize operational quality, maintain executive relationships, and represent customer needs in strategic discussions.
Responsibilities
- Lead, coach, and develop the customer success team
- Own team and regional NRR, retention, and expansion goals
- Manage priority accounts directly
- Lead complex post-sales and renewal cycles
- Set strategic direction for customer success initiatives
- Optimize delivery quality and operational efficiency
- Design repeatable playbooks for renewals, upsells, and adoption
- Automate workflows and tools
- Build executive-level customer relationships
- Represent customer needs in leadership discussions
- Partner with GTM and cross-functional leadership
Requirements
- 10+ years of Customer Success or post-sales experience within SaaS
- 5+ years of direct people leadership experience
- Technical acumen with product capabilities, integrations, and data insights
- Player-coach experience
- Success exceeding renewal, expansion, and NRR goals
- Customer success methodology expertise
- Analytical and operational skills
- Experience building processes and playbooks
- AI-first operating experience
- Experience with Salesforce, Gong, Sigma, or Pylon
Benefits
- Annual discretionary professional development stipend
- Annual discretionary social travel stipend
- Annual company offsite
- Monthly co-working stipend