Customer Success Lead
Be part of a fast-growing tech company driving real-world impact through video technology.
About the company
* A leading innovator in body-worn video and cloud-based solutions, with customers in over 40 countries
* Trusted by law enforcement, local government, retail, and private sector organisations
* Committed to creating safer environments through cutting-edge technology and purposeful innovation
* UK-based with a strong global footprint and an ambitious growth trajectory
About the role
* Lead the Customer Success function with a dual focus: hands-on strategic account management and team-building
* Personally manage high-value, high-profile customers to ensure adoption, satisfaction, and long-term success
* Act as a senior escalation point and lead executive-level engagement and success planning
* Build and scale the Customer Success function, including hiring, playbooks, segmentation strategies, and success metrics
* Work cross-functionally with Implementation, Support, Product, and Sales to deliver seamless experiences
* Own the customer lifecycle post-onboarding with a focus on retention, engagement, and value realisation
* Identify signals for expansion and collaborate closely with Account Managers on growth opportunities
* Define and track key performance metrics such as NPS, Net Retention, and Time to Value
About you
* 5+ years Customer Success experience within a SaaS or hardware/software blend start-up or scale-up
* Have built a Customer Success function from the ground up, including writing a CS playbook, implementing processes and systems and building teams
* 2+ years proven experience in leading and managing a successful Customer Success team
* Proactive, analytical, and data-driven with a clear focus on outcomes and continuous improvement
Package
* Up to £80k base + 20% commission, uncapped
* HYBRID - South West London (2/3 days p/w)
* Private Medical Insurance for your health and peace of mind
* Birthday off – celebrate your day, your way
* Holiday purchase scheme – buy up to 5 extra days
Explore a wide range of senior and experienced Sales, Account Management, and Customer Success jobs across the UK and internationally. Arius is a leading sales recruitment agency for companies seeking to recruit experienced Sales and Executive-level professionals. Specialist sectors include SaaS, DeepTech, FinTech, RegTech, AI, Data & Analytics, Financial Crime software, and more.
Arius Ltd is acting as an employment agency in relation to this vacancy.