Job Description
Client Services / Customer Success Team Leader
Exeter | Permanent | Full-time
A growing, purpose-driven consultancy is looking for a Client Services / Customer Success Team Leader to help stabilise, structure, and develop its client support function.
This is a hands-on role combining front-line client work with leadership of a small, experienced team.
The Role
Manage a portfolio of key clients, acting as a primary point of contact
Handle complex queries, escalations, billing and contract issues
Lead and support a small Client Services team, setting priorities and standards
Embed SLAs, response times and ticket prioritisation
Improve processes, workflows and use of CRM / ticketing systems
Work closely with Sales and Consultants to support retention and client satisfaction About You
You'll come from a client services, customer success or service delivery background and be used to working in busy, fast-moving environments.
You're confident staying hands-on with clients while also leading, guiding, or supporting others, whether as a formal manager or a senior lead within the team.
You have a practical approach to operations, with experience improving processes, managing SLAs and bringing structure to how work is prioritised. You're comfortable using CRM or ticketing systems to keep things on track.
You can handle complex client situations, including escalations and competing demands, and communicate clearly with both customers and internal teams.
You understand the commercial impact of good service, work well alongside sales or consultancy functions, and focus on building long-term client relationships
What's on Offer
Competitive salary and benefits
A key role in shaping a growing Client Services / Customer Success function Pivotal Recruit, a brand of Pivotal Partnerships Ltd, is acting as an Employment Agency when advertising this vacancy