Customer Success Lead - SaaS - Remote

Are you an experienced Customer Success Lead / Senior Customer Success Manager looking for a remote opportunity to manage & lead a team of Customer Success Managers, whilst also helping to sculpt the overall customer journey?

I've been retained by one of my favourite Series A SaaS clients to bring in a Customer Success Lead.  The business sell their SaaS solution into Enterprise level clients, with the likes of Spotify & BT as existing customers.  They've created a fantastic people-centric culture, they have a strict no-ego policy - they're an incredibly collaborative, down-to-earth bunch who love to embrace new ideas.

This newly-created role will report directly into the Chief Customer Officer (who's great!), it was established to ensure that the team have the support required to continue their growth, while the CCO focuses on other strategic areas.  You'll be responsible for remotely managing a team of 5 Customer Success Managers, who are spread across Western Europe. 

The team are well-established & performing well - in fact they've just had their best ever year, so you'd be joining at a good time!  You'll be responsible for setting the goals for the team, as well as coaching & mentoring them where required.  Ideally, you'll be someone who likes to get into the detail when it comes to the customer journey - we're looking for someone who can generate ideas around continually improving their service to customers, as well as identifying trends & opportunities that could help with future customers.

Given they're a collaborative business, you'll work closely with the sales & product teams in particular (for any potential upsell & cross-sell opportunities, or customer feedback for the product team), you'll also report & communicate on any insights that you can derive from your customer analysis. 

Alongside this, you'll also manage a few of your own key accounts, so whilst most of the focus will be on managing the team, you'll also keep your hand in with regards to the client facing side.

So, if you're a Customer Success Lead / Senior Customer Success Manager, with experience of remotely managing a CSM team for a startup/scaleup SaaS business & you like the sound of the challenge, please apply immediately.