Role Summary
You will own the day-to-day execution of Customer Success across a portfolio of clients, ensuring adoption, retention, and expansion. You will lead a small team of CSMs and work tightly with Professional Services (implementation), Support (Zendesk), and Product/Engineering to drive measurable customer outcomes. This role is accountable for health scoring, churn risk management, QBR discipline, and turning feedback into a prioritised, closed-loop action plan.
Key Responsibilities
Customer outcomes and retention
- Own customer health across assigned segments, maintain an accurate health score and risk register.
- Drive renewal readiness, reduce churn risk, and ensure customers achieve measurable outcomes post-go-live.
- Run a consistent QBR cadence for key accounts (agenda, metrics, actions, follow-up).
Adoption and value realization
- Build and execute adoption plans for key modules and workflows.
- Track product usage, training completion, and operational milestones.
- Identify expansion opportunities and partner with Sales on upsell/cross-sell motions.
Team leadership and execution
- Coach and manage CSMs (or CS specialists), set weekly priorities, and remove blockers.
- Set expectations for customer comms quality, responsiveness, and documentation.
- Create playbooks for onboarding handover, success plans, and escalation management.
Escalations and cross-functional coordination
- Own customer escalations from frustrated to resolved, including internal alignment and external comms.
- Coordinate with Support to ensure ticket trends inform success plans (and customers don't feel bounced).
- Work with Product/Engineering to translate recurring issues into clear problem statements and prioritised fixes.
Process, metrics, and reporting
Build a simple metrics system and report weekly:
retention/churn risk,
health score distribution,
adoption KPIs,
key escalations and themes,
NPS/CSAT trends (if available),
expansion pipeline influenced by CS.
- Use data from CRM, Zendesk, and product logs to identify patterns and drive action.
- Keep CRM and internal systems accurate (account status, contacts, renewals dates, QBR notes).
Success metrics (first 90-180 days)
- Health scoring system operational with weekly review rhythm.
- Clear churn risk process, early warning signals and actions documented.
- QBR cadence established for top accounts (example: top 20).
- Reduction in repeat escalations and surprise churn risks.
- Improved adoption metrics for 1-2 priority workflows.
- Self-serve dashboards or repeatable reporting built using SQL (and Python where relevant).
Requirements
- 5+ years in Customer Success / Account Management / Implementation leadership in B2B SaaS.
- With 2+ years managing a CS/AM team or acting as a team lead with direct coaching responsibilities.
- Proven experience with renewals risk management and executive stakeholder handling.
- Strong written and verbal communication, confident running structured calls.
- Strong SQL skills (required), able to query and analyse customer usage, support trends, and financial signals.
- Bachelor's degree required, preferably Engineering or Business Administration (or equivalent).
Preferred
- Python skills (preferred) for automation, analysis, and lightweight reporting workflows.
- Experience in legal tech, accounting, ERP, or professional services workflow software.
- Experience working with Support and PS teams in a services-heavy SaaS model.
- Systems Integrator (SI) / consulting experience with ERP implementations (a strong plus).
- Familiarity with Zendesk and a CRM (HubSpot).
Working style expectations
- Clear ownership, fast follow-up, strong documentation.
- Uses structured playbooks and does not rely on heroics.
- Comfortable saying this is out of scope, it needs a SOW, and holding boundaries.
Compensation
Market-based, depending on experience.
To Apply Send Resume and Cover Letter to [Confidential Information].
