We are hiring for two Client Success Team Lead roles—one based in the UK (Leatherhead Surrey) and one in the US (Miami) —to oversee teams of Client Success Executives. Reporting to the Head of Sales, you will be responsible for ensuring our SaaS customers receive top-tier support and engagement, acting as their primary point of contact.
In this role, you will lead a high-performing team, driving customer satisfaction, retention, and expansion. You will deliver tailored onboarding, proactive account management, and strategic training, working closely with Sales Executives to maximize product value, identify upsell opportunities, and drive renewals.
We are looking for commercially driven leaders who excel at building strong client relationships and fostering a customer-first culture. If you're passionate about SaaS, customer success, and driving business growth, we'd love to hear from you!
Key Responsibilities
Client Engagement & Leadership
* Serve as the primary point of contact for SaaS clients, ensuring seamless communication and support.
* Utilize experience in Client Service and Client Success to provide strong supervision and leadership.
Process Management & Efficiency
* Plan and oversee key deliverables and client touchpoints, coordinating with the Sales team where needed.
* Manage the pipeline for renewals and upsell opportunities, ensuring smooth progression through the sales cycle.
* Strengthen client relationships through structured onboarding, regular check-ins, and proactive renewal planning.
Team Development & Technical Expertise
* Supervise and mentor the Client Success team, fostering a high-performance culture.
* Act as a player-coach, equipping the team with commercial acumen and Client Success best practices.
* Leverage Salesforce expertise for effective client management, reporting, and process optimization.
Key Accountabilities;
Team Leadership & Development
* Lead, mentor, and support a regional team of Client Success Executives to drive performance and client satisfaction.
Client Success Strategy & Execution
* Partner with the Head of Sales to implement strategies that enhance client satisfaction, retention, and growth.
Sales & Onboarding Support
* Work closely with the regional sales team to ensure seamless client onboarding, product adoption, and expansion opportunities.
Client Advocacy & Relationship Management
* Act as a client advocate, ensuring their needs and feedback are effectively communicated and addressed within the organization.
Process Improvement & Operational Efficiency
* Identify and implement process enhancements to improve efficiency and effectiveness in client success operations.
Performance Tracking & Reporting
* Monitor and report on key performance indicators, including client satisfaction, retention rates, and revenue growth.
Cross-Functional Collaboration
* Collaborate with sales, product, finance, marketing, and service teams to align on initiatives that drive client success.
Strategic Client Communication
* Maintain effective client engagement through personalized account-based marketing and targeted communication channels.
Revenue Growth & Upselling
* Identify and drive upsell and cross-sell opportunities to maximize revenue growth.
Client Retention & Renewals
* Develop and execute retention strategies to minimize client attrition and drive successful contract renewals.
Person Profile – Required Skills & Experience
* Experience & Leadership Demonstrated experience as a Team Leader within a SaaS Client Success team.
* Team Management & Mentorship Strong player-coach mentality with the ability to train, inspire, and motivate a high-performing team.
* Communication & Collaboration Exceptional written and verbal communication skills, with the ability to effectively collaborate across cross-functional teams.
* Client-First Mindset Deep passion for delivering outstanding client experiences and driving long-term client success.
* Technical Expertise Proficiency in CRM systems (preferably Salesforce) and other Client Success tools to enhance customer engagement and workflow efficiency.
Desirable knowledge: Understanding of aviation business, aviation finance, aircraft technology, airline economics, sustainable aviation issues, and strategic consulting frameworks.