Job Summary:
As a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates.
You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including:
•Customer communications
•Customer Events
•Multi-channel resources – YouTube/LinkedIn/Webinars
•Referral Program
Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy.
Job Description:
Customer Success Team Lead
Location: Central Northampton ( 3:2 Hybrid )
Reports to: Sales & Marketing Director
Type: Full-time (37.5 hours per week)
About Gold-Vision CRM
Gold-Vision CRM is a leading provider of CRM solutions designed to help businesses manage customer relationships effectively. We pride ourselves on delivering intuitive, integrated solutions that drive growth and efficiency for our clients. Gold-Vision is trusted by organisations worldwide for its flexibility, ease of use and powerful integrations.
Role Overview
As a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates.
You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including:
1. Customer communications
2. Customer Events
3. Multi-channel resources – YouTube/LinkedIn/Webinars
4. Referral Program
Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy.
Key Responsibilities
5. Customer Retention & Renewals
6. Own renewal strategy, forecasting, and outcomes across all existing customers
7. Plan customer success initiatives to deliver Gold-Vision’s value
8. Lead renewal conversations, including pricing, objections, and competitive challenges
9. Proactively identify and mitigate attrition risk
10. Ensure renewal readiness well ahead of contract end dates
11. Work with clients to assess their CRM and marketing needs and requirements in order to determine the best Gold-Vision approach.
12. Identify and drive upsell and cross‑sell opportunities within existing accounts
13. Translate usage, outcomes, and customer insight into value and commercial opportunities.
14. Lead value reviews, QBRs, and senior stakeholder conversations
15. Clearly articulate ROI and outcomes, especially where usage has flattened
16. Plan and deliver on Level 1 face to face Quarterly business reviews with senior stakeholders and manage outcomes and delivery planning of next steps
17. Customer Success Team Leadership & AI‑Enabled Optimisation
18. Lead and develop the Customer Success team
19. Redesign renewal operations to reduce manual administration
20. Cross‑Functional Collaboration
21. Work closely with the Sales Director on strategic and at‑risk accounts
22. Partner with Customer Care and Professional service Consultants to surface customer value and expansion opportunities
23. Provide structured customer feedback to inform product and proposition decisions
About You - Experience
24. Proven experience in Customer Success, Account Management, or Client Leadership role
25. Proven experience with customer marketing and driving customer success
26. Experience of managing a small team
27. Experience in a SaaS or technology company is favourable
28. Direct ownership of commercial renewals and retention targets
29. Experience defending value against strong or feature‑led competitors
30. Exposure to improving or automating customer operations (AI experience is a plus, not a requirement)
Skills & Attributes
31. Commercially confident — comfortable discussing price, value, and outcomes
32. Will have some experience of customer marketing channels and improving customer success
33. Able to challenge customers constructively
34. Strong stakeholder management at senior and executive levels
35. Structured, proactive, and data‑led
36. Comfortable leading small teams and improving efficiency
37. Mindset
38. You see Customer Success as a revenue function
39. You actively look for ways to remove low‑value manual work
40. You are excited by using AI to improve efficiency and insight
41. You thrive in growing, resource‑lean environments
42. Paramount is a passion for delivery of excellent customer service and pride in gaining high level feedback
What We Offer
43. A high‑impact leadership role with direct influence on revenue
44. Flexible working arrangements ( 3:2 hybrid, flexible start times )
45. Supportive, collaborative team environment.
46. 23 days holiday + Bank Holidays
47. Free parking in Central Northampton
48. Company Pension Scheme
What Success Looks Like (First 6–12 Months)
49. Drive and deliver on a plan to demonstrate Gold-Vision value through marketing channels identified such as social, webinars, customer communications and events.
50. Improved gross and net revenue retention
51. Clear, accurate renewal forecasting with fewer late stage surprises
52. Reduced churn driven by early risk identification
53. Increased expansion revenue from existing customers
54. A Customer Success function focused on outcomes and customer value
Worker Type:
Regular
Number of Openings Available:
0