Customer Success Lead - UK/I

1 week agoLead United Kingdom; London Remote Full Time Customer Support Jobs by ElevenLabs

Skills

Account Management Analysis Automation Coaching Customer Success Expansion Gong Leadership Nrr Operations People Management Playbook Pylon Renewal Retention Saas Salesforce Sigma Workflow

Candidate Availability

Remote · London · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

Lead, coach, and develop a customer success team across the UK and Ireland while owning regional retention and expansion performance. Manage priority accounts, guide renewal and expansion cycles, build scalable playbooks and workflows, optimize operational quality, maintain executive relationships, and represent customer needs in strategic discussions.

Requirements

10+ years of Customer Success or post-sales experience within SaaS
5+ years of direct people leadership experience
Technical acumen with product capabilities, integrations, and data insights
Player-coach experience
Success exceeding renewal, expansion, and NRR goals
Customer success methodology expertise
Analytical and operational skills
Experience building processes and playbooks
AI-first operating experience
Experience with Salesforce, Gong, Sigma, or Pylon

Responsibilities

Lead, coach, and develop the customer success team
Own team and regional NRR, retention, and expansion goals
Manage priority accounts directly
Lead complex post-sales and renewal cycles
Set strategic direction for customer success initiatives
Optimize delivery quality and operational efficiency
Design repeatable playbooks for renewals, upsells, and adoption
Automate workflows and tools
Build executive-level customer relationships
Represent customer needs in leadership discussions
Partner with GTM and cross-functional leadership

Benefits