Customer Success Lead
Be part of a fast-growing tech company driving real-world impact through video technology.
About the company
1. A leading innovator in body-worn video and cloud-based solutions, with customers in over 40 countries
2. Trusted by law enforcement, local government, retail, and private sector organisations
3. Committed to creating safer environments through cutting-edge technology and purposeful innovation
4. UK-based with a strong global footprint and an ambitious growth trajectory
About the role
5. Lead the Customer Success function with a dual focus: hands-on strategic account management and team-building
6. Personally manage high-value, high-profile customers to ensure adoption, satisfaction, and long-term success
7. Act as a senior escalation point and lead executive-level engagement and success planning
8. Build and scale the Customer Success function, including hiring, playbooks, segmentation strategies, and success metrics
9. Work cross-functionally with Implementation, Support, Product, and Sales to deliver seamless experiences
10. Own the customer lifecycle post-onboarding with a focus on retention, engagement, and value realisation
11. Identify signals for expansion and collaborate closely with Account Managers on growth opportunities
12. Define and track key performance metrics such as NPS, Net Retention, and Time to Value
About you
13. 5+ years Customer Success experience within a SaaS or hardware/software blend start-up or scale-up
14. Have built a Customer Success function from the ground up, including writing a CS playbook, implementing processes and systems and building teams
15. 2+ years proven experience in leading and managing a successful Customer Success team
16. Proactive, analytical, and data-driven with a clear focus on outcomes and continuous improvement
Package
17. Up to £80k base + 20% commission, uncapped
18. HYBRID - South West London (2/3 days p/w)
19. Private Medical Insurance for your health and peace of mind
20. Birthday off – celebrate your day, your way
21. Holiday purchase scheme – buy up to 5 extra days