Department: Customer Success Employment Type: Full Time Location: Warwick Description Who are we? At Bright, we've engineered cutting-edge software for accounting, payroll, tax, practice and workforce management. We've assembled a team of top talent and stand ready to lead the industry with our superior software solutions and unparalleled customer support. We're brilliant people creating brilliant software! Join us in our mission to create brilliant software that empowers businesses to reach new heights. The Opportunity As Customer Success Team Leader, you will lead the Customer Success team to ensure our customers' success on the TimeKeeper platform, while also working closely with the Engineering team to deliver the best possible product. Your role will require you to become fully immersed in all aspects of TimeKeeper, and you will be responsible for managing the processes and systems within the Customer Success department. You will have significant input into the company’s direction and will be a key stakeholder in our strategy and growth. Key Responsibilities We are seeking a dynamic and experienced Customer Success Team Leader to spearhead our growing Customer Success team. Your role will focus on ensuring successful integration between BrightPay and TimeKeeper, while also building and scaling our internal initiatives and processes. This pivotal position combines strategic leadership with hands-on execution in a fast-growing organisation. Key Responsibilities Integration Leadership Lead the successful launch and implementation of the BrightPay and TimeKeeper integration to achieve internal targets Develop and execute integration strategies, that ensure seamless customer experience Collaborate with technical and support teams across Bright to resolve integration challenges and maximise adoption Create customer communication plans and training materials for the new integrated platform Team Management & Development Manage and mentor two Customer Success Managers, providing guidance and professional development Establish clear performance metrics and KPIs for the Customer Success team Conduct regular one-on-one meetings and team performance reviews Foster a collaborative and results-driven team culture Department Scaling Develop and implement strategies to scale the Customer Success department Create standardised processes, workflows, and best practices for Customer Success operations Build Customer Success playbooks and training programs for new team members Identify resource needs and make recommendations for team expansion Customer Success Operations Oversee customer onboarding, adoption, and retention strategies Embrace an ‘AI forward’ approach to explore how artificial intelligence can support the operations and objectives of the Customer Success department. Monitor customer health scores and proactively address at-risk accounts Develop and maintain Customer Success metrics and reporting dashboards Handle escalated customer issues and ensure swift resolution Cross-Functional Collaboration Support business development efforts by providing customer insights and success stories Assist with customer support activities during peak periods or complex issues Collaborate with sales, product, and marketing teams to improve customer experience Participate in customer calls, webinars and meetings to demonstrate product value Provide regular updates to General Manager at TimeKeeper & Bright Customer Success Skills, Knowledge and Expertise The Person Role This role would suit a highly motivated individual who enjoys working as part of a team in a fast-paced environment with strong customer focus. The ideal candidate will have: Ideally 4 years' experience working in Customer Success Excellent interpersonal skills with the ability to build strong working relationships Excellent communication skills, both written and verbal Highly computer literate including being comfortable with Office 365 An eye for detail, accuracy, and consistency Good organisational skills with the ability to manage conflicting priorities Initiative and ‘can do’ attitude; embracing opportunities to suggest new ways of improving processes and engaging customers Understanding of audience and ability to tailor content and messaging for various channels Autonomy to manage their own schedule and responsibilities You are resilient under pressure, responding positively to challenges and moving forward when faced with setbacks. We’re looking for someone who is driven, ambitious, and always looking for ways to move the business forward. Ability to thrive in a fast-paced, busy environment Ability to take feedback on board, offering and implementing solutions Benefits Our Benefits include Competitive starting salary Performance based bonus Additional annual leave Company pension Health care Hybrid working opportunities On-site parking Free Food Educational Assistance Great company social events Wellness programmes Bike to Work