Customer Success Lead/Manager

About the Role
  
Our client is a high-growth technology business looking for a Lead Customer Success Manager to take ownership of relationships with its B2B customers from initial onboarding through to long-term adoption, retention and expansion.
This is a commercially focused and highly technical Customer Success position. A key part of the role will be converting pilot customers into long-term paying accounts, identifying opportunities for expansion and maintaining strong retention as the customer base grows. The successful candidate will own the customer journey from sales handover and implementation through to ongoing performance management, strategic reviews and account development.
  
Key Responsibilities

• Own the end-to-end customer onboarding journey, from initial sales handover through implementation and go-live.
• Lead customer kick-off meetings, establish expectations and develop clear onboarding plans and timelines.
• Coordinate technical implementations, including data imports, system configuration, communication channels and user account setup.
• Review and validate customer data ahead of launch to ensure accuracy and identify potential configuration or data-quality issues.
• Deliver training and enablement sessions to ensure customers understand the platform, its functionality and relevant operational processes.
• Establish appropriate onboarding quality standards and ensure these are met before customers go live.
• Design and implement AI-powered workflows to automate Customer Success activities such as customer health monitoring, onboarding tracking, escalation triage, reporting and feedback management.
• Develop scalable CS processes and tooling that enable a growing customer portfolio to be managed efficiently without relying on proportional increases in headcount.
• Identify which Customer Success activities should remain relationship-led and where automation can improve speed, consistency and efficiency.
• Manage ongoing customer relationships through regular check-ins, strategic conversations and performance reviews.
• Monitor customer health, product adoption, service performance, customer satisfaction and other relevant success metrics.
• Analyse customer performance data and translate it into clear, actionable insights and recommendations.
• Proactively identify risks including declining engagement, data-quality issues, increased escalations or underutilised product functionality.
• Own the conversion of pilot customers into paying accounts and contribute directly to revenue retention and growth.
• Identify opportunities to expand existing accounts through increased adoption, additional functionality or wider deployment.
• Track and report on key Customer Success metrics relating to adoption, retention, expansion and revenue.
• Translate customer feedback into structured, actionable requirements for Product and Engineering teams.
• Ensure customer insights and real-world product usage contribute to product development and roadmap decisions.
• Support the introduction and adoption of new product features and modules across the customer base.
• Diagnose technical and operational issues, determining whether problems relate to configuration, integrations, data quality, user behaviour or the underlying product.
• Resolve configuration and data issues directly where possible and escalate confirmed technical problems with clear context and reproduction steps.
• Work cross-functionally with Sales, Product, Engineering and other technical teams to continuously improve the overall customer experience.

Requirements

• 3+ years of experience within a client-facing B2B SaaS environment, ideally within Customer Success, Technical Account Management, Solutions Engineering or a similar role.
• Proven experience managing high-value or enterprise customer relationships and driving successful product adoption.
• Demonstrable experience converting pilot or trial customers into long-term paying accounts.
• A strong track record of customer retention, relationship development and identifying account expansion opportunities.
• Hands-on experience using AI tools to build workflows, automations or operational solutions rather than simply using off-the-shelf AI functionality.
• Experience developing Customer Success automation, such as customer health monitoring, onboarding workflows, escalation processes, automated reporting or performance dashboards.
• Strong technical aptitude with an understanding of APIs, integrations, webhooks and data imports/exports.
• Experience supporting integrations between SaaS platforms and third-party systems such as CRMs, operational platforms or other business software.
• Strong analytical and diagnostic capabilities, with the ability to methodically investigate issues and identify their root cause.
• Comfortable working with customer and product data to identify trends, risks and opportunities.
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical stakeholders.
• Strong commercial awareness and an understanding of the relationship between Customer Success, product adoption, retention and account growth.
• Experience working with AI-powered products and the ability to set appropriate expectations with customers around their capabilities and limitations would be highly advantageous.
• Familiarity with communications platforms, CRM systems, collaboration tools, product management software and observability platforms would be beneficial.
• Experience within property, real estate, PropTech or another operationally complex vertical SaaS environment would be advantageous but is not essential.
• Experience producing customer documentation, onboarding materials, training resources or knowledge bases would be beneficial.
• Basic SQL or data-querying capabilities would be advantageous.
• Comfortable operating within a fast-moving, early-stage or high-growth environment where processes and systems are still being developed.
• Previous experience building or improving Customer Success processes from the ground up would be highly desirable.