Customer Success Team Lead

We are looking for a passionate and driven Customer Success Team Lead to join our Customer Success division and lead a team with the focus of driving customer satisfaction, retention, and overall health within a key segment of Arbor's customer base - our highest value customers. The remit and focus of the role is to play a critical role in developing and implementing best practices, ensuring consistent delivery of exceptional customer experiences, and fostering a collaborative and supportive team environment. In addition to leading and mentoring a small team of direct reports, this role includes responsibility for managing a select number of key MAT/LA accounts. It's a broad and exciting role, so we're looking for someone up for a challenge and passionate about customer experience.

Team Leadership & Management:

• Lead, mentor, and coach a team of Senior CSMs, providing guidance, support, and professional development opportunities.
• Conduct regular performance reviews, set clear goals and expectations, and provide constructive feedback.
• Monitor team performance against key metrics (e.g. customer satisfaction, retention, customer health and quality of review meetings and risk management) and identify areas for improvement.
• Act as the first point of escalation for team members, resolving day-to-day issues and providing guidance.
• Foster a positive and collaborative team environment that encourages open communication, knowledge sharing, and professional growth.
• Lead on resource planning for the team in line with Arbor Management and our Resource Planner.
• Ensure strategic planning for the team and our customers takes the wider business goals and associated teams into account.
• Build healthy relationships with the Customer Team leads (and beyond) and ensure all relevant colleagues understand our purpose, output and impact.

Customer Success Strategy & Execution:

• Work closely with Senior CSMs to develop and execute customer success strategies aligned with business objectives.
• Ensure a high standard of identification and achievement of customer outcomes.
• Conduct regular customer health checks and proactively identify and mitigate potential risks.
• Drive customer adoption and usage of Arbor's products and services.
• Collaborate with Product, Partnership, Marketing and wider the Customer Team (namely Onboarding Teams, Customer Education, Support Teams and Customer Operations) to ensure a seamless end to end customer journey and experience.

Customer Advocacy & Expansion:

• Identify and cultivate customer champions and advocates.
• Work with Senior CSMs to identify and pursue upsell and cross-sell opportunities to pass to the Partnership Team.

Process Improvement & Innovation:

• Continuously analyse and improve customer success processes and methodologies.
• Identify and implement innovative solutions to enhance customer experience and drive business growth.
• Stay abreast of industry best practices and emerging trends in customer success.

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders across the organisation, including Sales, Product, Marketing, and Support.
• Effectively communicate team performance, challenges, and successes to leadership.

Requirements:

• 5+ years of experience in a customer success role, preferably within SaaS.
• Proven track record of hitting or exceeding results.
• Track record of leading a team preferred.
• Strong understanding of customer success principles and methodologies.
• Experience with CRM and customer success platforms (e.g. Gainsight).
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced and dynamic environment.

Benefits:

• The chance to work alongside a team of hard-working, passionate people in a role where you'll see the impact of your work every day.
• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas.
• Life Assurance paid out at 3x annual salary.
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks.
• Private Dental Insurance with Bupa.
• Salary sacrifice Pension provided by Scottish Widows.
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay.
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching).
• All of our roles champion flexible working and we are happy to discuss what this means to you.
• Social committees that plan team, office and company wide events to bring people together and celebrate success.
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc).
• Volunteer with a charity of your choice for a day each year.
• Dog friendly offices!