Customer Success Team Manager

Job description

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.