Customer Success Lead (SaaS)

TL;DR

Customer Success Lead (SaaS): Managing a portfolio of enterprise clients within financial services, compliance, and legal services, ensuring platform adoption, retention, and commercial expansion with an accent on developing customer success playbooks, processes, and operating rhythms. Focus on driving renewals, upsells, and expansion opportunities, while leading executive relationships with senior stakeholders.

Location: Hybrid (3 days per week onsite) in London

Salary: £75,000 – £85,000 base + bonus

Company

Ambitious technology company transforming how complex, document-heavy processes operate across regulated industries such as financial services, compliance, and legal services.

What you will do

• Own both the strategic development of the Customer Success function and the day-to-day management of a portfolio of enterprise clients.
• Drive commercial outcomes including renewals, upsell, and land-and-expand opportunities.
• Partner with Solution Engineers, Sales, and Product to deliver seamless onboarding and long-term adoption.
• Lead executive relationships with senior stakeholders including compliance leaders, CIOs, and operational decision-makers

Requirements

• 6+ years’ experience in Customer Success within B2B SaaS or enterprise technology.
• Proven record of driving renewals and expansion across enterprise accounts.
• Experience building or shaping Customer Success functions, playbooks, and operational frameworks.
• Strong stakeholder management skills with the confidence to challenge cross-functional leaders when needed.
• Analytical approach to customer health, usage data, and account growth strategy

Culture & Benefits

• Opportunity to build and lead Customer Success at an early-stage, high-growth technology company.
• Ownership of a meaningful enterprise portfolio with accounts ranging from pilot projects through to six-figure ACVs.
• Direct collaboration with senior leadership including founders and GTM leaders.
• Hybrid working from a central London office with a collaborative and high-impact environment