Customer Success Lead, Kingston upon Thames
Client:
Location:
Kingston upon Thames, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
ecb870e0b3ea
Job Views:
7
Posted:
14.07.2025
Expiry Date:
28.08.2025
Job Description:
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 organizations
* 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 realization
* 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 of Customer Success experience within a SaaS or hardware/software blend startup 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
* Upto £80k base + 20% uncapped commission
* HYBRID - South West London (2/3 days per week)
* 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
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Created on 14/07/2025 by TN United Kingdom
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