Your mission
We are seeking a proactive and experienced Customer Success Team Lead to join our growing B2B SaaS organization. In this role, you will lead a team of Customer Success Managers (CSMs) balancing leadership responsibilities alongside hands‑on customer engagement. The ideal candidate will have a passion for mentoring others, driving customer outcomes, and aligning team performance with company objectives, ensuring consistent delivery against retention, expansion, and customer satisfaction goals.
What you’ll be doing
* Act as a coach and mentor for a team of Customer Success Managers, supporting their professional development and performance, fostering a culture of open feedback and continuous improvement.
* Oversee team operations, ensuring adherence to best practices and alignment with Customer Success processes, and guiding the team in prioritising work based on customer risk, opportunity, and business impact.
* Monitor individual and team KPIs, providing actionable feedback to ensure high performance, and translating Customer Success goals and metrics into clear, actionable direction for the team.
* Serve as the primary point of escalation for team‑managed accounts, addressing critical issues promptly and effectively, while maintaining a calm, structured, and solution‑oriented approach under pressure.
* Collaborate with the Head of Customer Success to implement strategies, optimise workflows, and contribute to department goals, including proactively identifying and escalating risks in a structured manner to enable timely action.
* Facilitate regular team meetings and 1:1s to foster collaboration, share insights, and address challenges, ensuring accurate forecasting and consistent follow‑up.
What you’ll bring
* Circa 4+ years of experience in Customer Success, Account Management, or a similar role, ideally within a B2B SaaS environment or cybersecurity.
* Circa 2+ years of experience in a leadership or mentoring capacity.
* Strong communication and interpersonal skills, with the ability to influence both team members and external stakeholders.
* Demonstrated success in managing high‑value customer relationships, driving retention, and achieving growth targets, with a strong understanding of Customer Success strategies, goals, and key metrics.
* Analytical mindset with the ability to monitor and interpret performance metrics for both your portfolio and your team, ensuring accurate forecasting and consistent follow‑up.
* Proven ability to manage multiple priorities, balancing leadership responsibilities with hands‑on customer management.
* Strong commercial awareness, with the ability to guide the team towards high‑impact activities that drive customer and business outcomes.
* Comfortable leading or supporting high‑stakes customer interactions and escalations.
* Demonstrates a proactive, solution‑oriented mindset and a strong learning and curiosity drive.
* Familiarity with Customer Success tools (e.g., Planhat) and CRM systems (e.g., Salesforce).
What is in it for you?
* ✅ Competitive salary and uncapped commission.
* ⏰ 26 days of annual leave and Bank Holidays
* ⭐ Top‑notch Private Healthcare and Health Cash Plan
* ⭕ Hybrid working model
* ☕ Initial home office budget
* ✈️ 2‑month work abroad policy
* ✍ Great training and yearly learning budget
* ⌛ Employer pension scheme
* ❇️Enhanced maternity pay
* ⛹ Social activities and team outings
* ✨ Referral bonus
* ❓ Employee Assistance Program
* ⚡ Great hardware and access to the best tools to be successful in your role
* ☎️ Mobile subscription contribution
Your team
* Managing a team of 7 Customer Success Managers
Why join us?
Here are some great benefits of joining our team:
* Cybersecurity is a great place to be! The security industry is fast‑paced and continues to grow even during times of economic uncertainty.
* We provide a clear career path and learning budget to help set you up for success.
* Join a company that’s making a real impact. In addition to our sustainability goals, we empower ethical hackers from all backgrounds to earn a living.
* Be yourself! Our international team celebrates individuality and places a strong focus on diversity and inclusion.
* We are the proud winners of the Deloitte Rising Star award in 2020, the Deloitte Fast 50 award in 2021 and Security Innovation of the Year 2025 at the UK IT Industry awards.
* We’re backed by top investors who are enabling us to grow internationally.
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