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- Tasks: Lead and scale the Digital Customer Success function for a global SaaS brand.
- Company: Join a market-leading SaaS platform with a strong focus on risk and compliance.
- Benefits: Competitive salary, bonus, flexible working, and dedicated training budget.
- Why this job: Make a real impact in a fast-growing company that values your contributions.
- Qualifications: Proven success in building digital customer success models and driving engagement.
- Other info: Be part of a global team with excellent career growth opportunities.
The predicted salary is between 72000 - 108000 ÂŁ per year.
A market-leading SaaS platform helping global brands simplify risk, compliance, and security awareness. Trusted by some of the biggest names across tech, finance, and government. Recently acquired in a huge £100M+ deal, fuelling serious investment, product expansion, and international growth. A team spread across the UK, US, and APAC, all working with pace, ambition, and purpose. A company that genuinely looks after its people. Flexibility, trust, and development aren’t perks here, they’re part of the culture. Also a Certified B-Corp! If you want to join a brand that’s scaling fast, backed for success, and still small enough for your work to matter, this is the one.
This is a seriously exciting opportunity. Leading the SME CS team, you’ll own and scale the Digital / Tech‑Touch Customer Success function for a global SaaS brand. The goal is simple: Build a digital‑first CS engine that drives adoption, retention, and growth through automation, in‑app engagement, and smart data. You’ll design the strategy, get hands‑on with delivery, and shape how Customer Success operates at scale. You’ll be working with platforms like Salesforce, Gong, HubSpot, and in‑app engagement tools such as Pendo or Userpilot. The foundations are already there and it’s your job to take them to the next level. You’ll have freedom to test, iterate, and prove what works. Think one‑to‑many onboarding, automated journeys, and scalable digital engagement programs. There’s also scope to grow the team, owning how the function evolves across the business.
The ideal candidate will need to show proven, measurable success in building or transforming a Digital Customer Success model. This isn’t a theory role. They want someone who’s done it before and can show the results. Your job title is less important, but you’ll demonstrate that:
- You know how to turn usage data into actionable engagement plans
- You’ve built scalable digital programs that boost adoption and reduce churn
- You’re confident driving strategy but not afraid to get hands‑on
- You know how to partner with Product, Marketing, and Data teams to create seamless customer journeys
- You’re naturally analytical, commercially minded, and outcome driven
- You thrive in fast‑paced SaaS environments and love seeing metrics move in the right direction
- You don’t need to come from the same industry. What matters is a track record of delivering success through digital CS and an ability to build from the ground up.
The package includes:
- ÂŁ90,000 base salary + 25% bonus
- 25 days annual leave (plus bank holidays), increasing with tenure
- Dedicated training and development budget
- Flexible working and genuine work‑life balance
- Global team socials and company events
Although I said job title isn’t important, people from the following backgrounds would be interesting: Head of Digital Customer Success, Digital CS Manager, Scaled Success Lead, Customer Success Operations Manager, Digital Experience Manager, Customer Engagement Lead, CS Enablement Manager, Lifecycle Marketing Manager, or Senior CSM owning digital programs.
Seniority level: Mid-Senior level
Employment type: Full‑time
Job function: Customer Service and Strategy/Planning Professional Training and Coaching and Software Development
Customer Success Lead employer: Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses
Contact Detail:
Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in Customer Success roles. Use platforms like LinkedIn to connect and engage with them. You never know who might have the inside scoop on job openings or can refer you directly!
✨Tip Number 2
Prepare for interviews by practising common questions related to digital customer success. Think about your past experiences and how they align with the role. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on measurable outcomes you've achieved in previous roles. This will help demonstrate your ability to drive adoption and reduce churn, which is key for the Customer Success Lead position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged. So, get your application in and let’s make your dream job a reality!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Lead role. Highlight your experience with digital customer success models and any measurable successes you've had in similar positions. We want to see how you can bring value to our team!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples of how you've turned usage data into actionable plans or built scalable digital programmes. This is your chance to shine, so let us know what you've achieved!
Be Authentic: We love genuine personalities! When writing your application, let your true self come through. Share your passion for customer success and why you’re excited about the opportunity to work with us at StudySmarter.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you in the door for an interview. We can’t wait to hear from you!
How to prepare for a job interview at Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses
✨Know Your Metrics
Before the interview, brush up on key metrics related to Customer Success. Be ready to discuss how you've used data to drive engagement and reduce churn in previous roles. This shows you understand the importance of analytics in a digital-first environment.
✨Showcase Your Hands-On Experience
Prepare examples of when you've rolled up your sleeves to implement strategies or programmes. They want someone who can not only strategise but also execute. Share specific instances where your hands-on approach led to measurable success.
✨Familiarise Yourself with Tools
Get to know the platforms mentioned in the job description, like Salesforce, Gong, and HubSpot. If you have experience with similar tools, be sure to highlight that. Showing familiarity with their tech stack will demonstrate your readiness to hit the ground running.
✨Emphasise Collaboration Skills
Customer Success isn't a solo effort. Be prepared to discuss how you've partnered with Product, Marketing, and Data teams in the past. Highlighting your collaborative spirit will show that you can create seamless customer journeys and drive success across departments.
