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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: £90,000 base salary, 25% bonus, flexible working, and dedicated training budget.
- Other info: Be part of a global team with excellent career growth opportunities.
- 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.
The predicted salary is between 90000 - 90000 £ 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:
- £90,000 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. A friendly chat can lead to valuable insights and even job referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your achievements in building digital customer success models. When you get the chance to chat with recruiters or hiring managers, share these examples to demonstrate your hands-on experience.
✨Tip Number 3
Be proactive! If you see a role that excites you, don’t wait for the perfect moment. Apply through our website and follow up with a message expressing your enthusiasm. It shows initiative and can set you apart from other candidates.
✨Tip Number 4
Stay updated on industry trends! Read up on the latest in SaaS and customer success strategies. Being knowledgeable about current tools and practices will not only help you in interviews but also show that you're genuinely interested in the field.
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 the past. We want to see how you can bring value to our team!
Show Your Analytical Side: Since this role is all about data-driven decisions, don’t shy away from showcasing your analytical skills. Include examples of how you've turned usage data into actionable plans that boosted adoption or reduced churn. We love numbers that tell a story!
Be Hands-On: We’re looking for someone who’s not just about strategy but also enjoys getting their hands dirty. Share experiences where you’ve been involved in the delivery of customer success initiatives. Show us you can balance both the big picture and the nitty-gritty details.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know Your Metrics
Make sure you can talk confidently about key metrics related to customer success. Be prepared to discuss how you've used data to drive engagement and reduce churn in previous roles. This will show that you understand the importance of analytics in a digital-first environment.
✨Showcase Your Strategy Skills
Be ready to share specific examples of strategies you've implemented in past positions. Discuss how you’ve built scalable digital programmes and what results they achieved. This is your chance to demonstrate that you can not only think strategically but also execute effectively.
✨Familiarise Yourself with Tools
Since the role involves working with platforms like Salesforce, Gong, and HubSpot, it’s a good idea to brush up on these tools. If you have experience with in-app engagement tools like Pendo or Userpilot, be sure to highlight that too. Showing familiarity with these platforms can set you apart from other candidates.
✨Emphasise Team Collaboration
The role requires partnering with various teams like Product, Marketing, and Data. Prepare to discuss how you've successfully collaborated with cross-functional teams in the past. Highlight any experiences where teamwork led to improved customer journeys or successful project outcomes.