Team Lead, Customer Success Enterprise (Strategic Customer Success Team)
On-siteLondon, England, United Kingdom
Job Summary
Mentor and coach Customer Success Managers on advanced consultative selling, pipeline management, and complex contract renegotiations to maximize Total Contract Value. Lead a team of CSMs across EMEA, driving performance against retention and growth targets while managing a portfolio of 10–15 strategic commercial customers. Translate elite enterprise success frameworks into scalable playbooks, own renewal and expansion strategy in partnership with Sales, and serve as the senior point of escalation for complex regional accounts. Deliver impactful quarterly business reviews demonstrating ROI and proactively identify churn risks. Partner with Sales, Product, and Marketing leaders to establish cross-functional feedback loops addressing product adoption barriers.
Required Qualifications
- Exceptional experience in pipeline management, commercial contract negotiations, and strategic account planning
- 7+ years of experience in Customer Success, Account Management, or related roles within SaaS or MarTech
- 2+ years of people management or team leadership experience
- Proven track record managing commercial-level customers with complex stakeholder structures
- Demonstrated success driving renewals, retention, and expansion revenue
- Experience creating and executing customized enterprise success plans
- Strong commercial acumen and experience supporting contract negotiations
- Strong analytical skills with the ability to translate data into executive-level insights
- Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences
- Strong understanding of digital marketing technologies (SEO, SEM, content marketing, analytics, CRM, marketing automation)
- Demonstrated capability in mentoring, leading initiatives, or directly managing teams in a fast-paced environment
- Deep expertise in MarTech/SEO landscapes, with the ability to teach others how to communicate advanced digital marketing ROI to diverse stakeholders
Desired Qualifications
- Experience with enterprise SEO and competitive intelligence platforms
- Experience supporting large global brands in highly matrixed organizations
- Background in pipeline management and forecasting in partnership with Sales
- Experience operating in a fast-scaling global organization
- Familiarity with digital lifecycle programs and customer engagement automation
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