Job Description

Job Title: Customer Success Lead
Department: Customer Experience
Basis: Full-time, permanent
Location: Canary Wharf, London - WeWork (Hybrid)
Reporting to: Head of Customer Experience

About the role

We’re looking for a Customer Success Lead to build, lead, and develop a high-performing Customer Success team while driving growth across strategic customer accounts. This is a senior player–coach role that combines people leadership with hands-on ownership of renewals, expansions, and key customer relationships in a fast-paced SaaS environment.

What you'll do

People management

• Own the performance and development of a team of 4 CSMs and 3 CSEs, driving retention, expansion, and customer outcomes

• Set clear goals and KPIs, supporting the team to deliver against retention, expansion, and customer satisfaction targets

• Provide regular coaching, feedback, and career development to elevate individual and team capability

• Establish and embed best practices across the customer lifecycle, ensuring consistent, high-quality execution

• Act as an escalation point for complex customer situations, helping the team navigate challenges and drive positive outcomes

• Foster a collaborative, customer-centric culture aligned with commercial objectives

Commercial Contributor

• Identify and drive commercial growth opportunities across the customer base, contributing directly to revenue targets

• Build and maintain relationships with key enterprise stakeholders, acting as a trusted advisor

• Partner with CSMs and CSEs on strategic accounts to support renewals, expansions, and high-value deal cycles (you will not carry an individual book of business, but operate as a player coach on key deals)

• Collaborate cross-functionally with Sales, RevOps, and Product to shape deal strategy and remove blockers

• Step into key customer engagements where needed to accelerate outcomes or mitigate risk

• Use customer insights and data to inform decisions, improve performance, and maximise customer value realisation

• This role executes and manages within a defined strategy (player–coach, not a process/strategy role)

What you'll bring

Essential

• You’re operating at a senior level within a high-growth or scaling SaaS environment

• Strong background in Customer Success or Account Management, with proven experience leading and developing teams and managing multiple individuals

• Strong people leadership—proven ability to coach, develop, and performance-manage a high-performing team

• Experience working with customers ranging from SMB to Mid-Market and Enterprise, with a player–coach mindset balancing team leadership and hands-on customer and revenue responsibilities

• Confident owning renewals, expansions, and contributing to complex deal cycles, with familiarity in value-based selling and customer success methodologies

• Proven ability to collaborate cross-functionally, particularly with Sales and Product to drive alignment and achieve shared goals, with strong stakeholder management and communication skills

• Analytical mindset, able to work with customer health metrics, usage dashboards, and CRM tools to track and improve outcomes, while navigating ambiguity and understanding the full customer lifecycle (implementation, adoption, renewal, expansion)

Desirable

• Experience supporting complex, multi-stakeholder enterprise deals

• Familiarity with Customer Success platforms such as Planhat, Gainsight, or Totango

• Experience using conversation intelligence tools like Gong, Mindtickle, Chorus, or similar

• Strong familiarity with the construction industry, including typical customer workflows, buying processes, and key stakeholders

Interview process

• 1st Stage Interview – 45-minute intro conversation with our Senior Talent Partner

• 2nd Stage Interview – 30-minute interview with our Head of CX, focused on your commercial experience, approach, and overall fit for the role

• 3rd Stage Interview – 1-hour task-based interview with our Head of CX and Director of Commercial & Strategy

• Final Stage Interview – 1-hour in-person meeting with members of our Leadership Team

🔗 Full Job Description: https://onetrace.com/careers/customer-success-lead