We are seeking a motivated Customer Success Team Leader to oversee a customer success team, ensuring they deliver outstanding support and engagement across our client's customer base. This role involves managing daily team operations, coaching staff and implementing strategies to improve customer satisfaction and loyalty. What You'll Do: Handle escalated customer enquiries and complaints, ensuring timely and effective resolution. Collaborate with internal teams (sales, marketing, operations) to ensure smooth and consistent customer interactions. Lead, mentor, and motivate a team of customer engagement staff to meet performance goals and deliver excellent customer experiences. Monitor and review team performance, providing regular feedback and conducting performance discussions. Develop and implement initiatives to increase customer satisfaction, retention, and engagement. Support onboarding, demos, and training to encourage feature adoption and maximise customer value. Implement strategies to drive customer loyalty and identify upsell/cross-sell opportunities. Analyse customer data and feedback to identify trends and areas for improvement. Produce reports on team performance, engagement metrics, and customer outcomes. Foster a positive, collaborative team culture, encouraging continuous learning and development. What You'll Need: Previous experience managing a team. Strong leadership and people management skills. Familiarity with customer service software and tools. Strong problem-solving skills and proactive approach to improving customer value. Proven experience in a customer service or engagement role. Genuine passion for delivering exceptional customer experiences. Experience within the technology or professional services sector. Knowledge of reporting tools, e-commerce platforms, and Microsoft Office. Experience producing training materials and mentoring new team members. What You'll Get: Flexible and hybrid working options Learning and development opportunities Private medical coverage Progression opportunities