Customer Success Lead - UK/I

📋 Description

• Lead CS team across UK&I; own regional NRR and retention.
• Directly manage priority accounts; join key customer conversations.
• Lead renewals, unblock issues, drive adoption, identify expansion.
• Set CS strategy; align initiatives with goals and market trends.
• Monitor delivery quality; implement scalable processes.
• Design and implement repeatable playbooks for renewals, upsells, adoption; automate workflows to scale impact.

🎯 Requirements

• 10+ years of experience in Customer Success or post-sales SaaS; ideally UK&I accounts.
• Demonstrated technical acumen enabling team with product capabilities, integrations, and data insights.
• 5+ years direct people leadership; managing CSMs; drive quota; coaching.
• Strong player-coach mindset; comfortable managing key accounts directly while leading others.
• Demonstrated success in exceeding renewal, expansion, and NRR goals through engagement.
• Expertise in CS methodologies and best practices (success planning, adoption frameworks, ROI storytelling, executive alignment).

🎁 Benefits

• Innovative culture; part of AI trajectory with a team pushing boundaries.
• Growth paths with opportunities to drive impact beyond your role.
• Learning & development stipend (annual discretionary).
• Social travel stipend to meet colleagues each year.
• Annual company offsite in rotating locations.
• Co-working stipend if not near main hubs.