About this role
We are seeking an experienced Customer Success Manager – Team Lead to join our London-based Customer Success team. This is role, combines ownership of a small portfolio of customer accounts with leading a team of Customer Success Managers. You will be responsible for driving retention, engagement, user growth and long-term customer value, while setting clear standards for how the team delivers across the customer lifecycle. In this customer-facing leadership role, you will coach and support CSMs to deliver proactive onboarding, tailored success planning, health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will lead by example through strong relationship management, commercial awareness and customer success expertise, helping customers achieve their objectives while supporting wider business goals. You will act as a trusted partner to customers and a strong internal collaborator, sharing customer insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience. The role is suited to someone with strong Customer Success platform experience e.g. Gainsight/ChurnZero/ Planhat and to an individual who enjoys developing others, creating consistency in delivery, and using customer data, team insight and commercial judgement to improve retention outcomes. Leading and developing the team through coaching, feedback, guidance and development planning, helping CSMs strengthen their customer success practice and commercial confidence. Setting clear standards for customer delivery , ensuring the team creates and executes tailored success plans and customer journeys that support retention, adoption and engagement. Overseeing onboarding quality , supporting the team to deliver timely, effective onboarding that is adapted to each customer’s workflow, priorities and business objectives. Driving proactive customer health management , using usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear next steps. Supporting complex customer situations , including escalations, renewal risks, negotiations and strategic account planning. Enabling strong customer relationships , guiding the team on how to engage key users, decision-makers and commercial stakeholders effectively. Partnering with Sales and other commercial teams on renewal support, solution recommendations and growth opportunities, including cross-sell, upsell and CSQLs. Representing the voice of the customer by sharing feedback, trends and insight with Product, Content, Support and other relevant teams. Embedding quality and consistency across QBRs, success planning, documentation, customer communications and use of the Customer Success platform.