Customer Success Lead


Arran Collymore

Arran Collymore

Head of New Business

Job Ref No: 000003

Customer Success Lead

£75,000 - £85,000
Job Type:
Permanent / Full Time
Thursday 30 Nov 2023

We're delighted to be partnering with a rapidly scaling software provider to add an incredibly key hire to their growing team, Customer Success Lead.

The Customer Success Lead will be coming into the business at a key time as our client look to establish their position as market leaders in the UK market, having already grown to over a 50% share of the Australian market. This role will consist of growing & leading the Customer Success function across EMEA as well as mastering the follow areas:

Build and Maintain Customer Relationships:

  • Proactively engage with Customers to understand their goals, challenges, and objectives.

  • Serve as the main point of contact for assigned accounts, fostering trust and credibility.

  • Develop a deep understanding of Customers' business needs and provide tailored solutions.

  • Regularly communicate with Customers to provide product updates, address inquiries, and resolve issues promptly.

Customer Success and Retention:

  • Collaborate with Customers to develop and execute success plans aligned with their goals.

  • Monitor Customer usage patterns and identify potential risks or areas for improvement.

  • Provide guidance and support to Customers, ensuring they achieve optimal outcomes with our products.

  • Analyse Customer feedback and advocate for product enhancements or feature requests.

  • Implement strategies and initiatives to maximise Net Revenue Retention (NRR) and minimise churn rate.

Customer Advocacy:

  • Act as a Customer advocate within the company, effectively communicating Customer needs, challenges, and successes.

  • Collaborate cross-functionally with product management, sales, and support teams to address Customer requirements and enhance overall Customer experience.

About you:

  • Strong interpersonal and communication skills, with the ability to build rapport and effectively convey complex concepts to diverse stakeholders.

  • Exceptional problem-solving and analytical skills, with the ability to identify patterns, trends, and areas for improvement.

  • Results-oriented mindset with a focus on customer satisfaction

  • Self-motivated, proactive, and able to work independently as well as part of a team.

What the Zest team think

"This is a truly unique opportunity, not only to work for a business who as leaders in their space (with lots of whitespace to grow in the UK) but also to work with one of the most inspirational and passionate teams I've had the pleasure of working with. It's hard to leave a meeting or call with this team without being filled with energy & enthusiasm about the journey ahead - couldn't recommend them more highly!" (Calum, Zest Founder)