At a Glance
- Tasks: Lead a dynamic Customer Success team while managing strategic customer accounts.
- Company: Join a fast-paced B2B SaaS scale-up focused on customer satisfaction.
- Benefits: Competitive salary, career development, and a vibrant work culture.
- Other info: Thriving environment with opportunities for growth and innovation.
- Why this job: Make a real impact by driving customer success and shaping team strategy.
- Qualifications: Proven leadership in B2B SaaS with strong customer engagement skills.
The predicted salary is between 60000 - 80000 € per year.
Requirements
- Proven management experience in a B2B SaaS or FinTech/InsurTech scale-up environment, with a strong track record of building, hiring, mentoring, and leading high-performing Customer Success teams.
- Demonstrated ability to drive customer retention, expansion, and lifetime value through proactive engagement and data-driven success strategies.
- Exceptional leadership and player-manager skills, effectively balancing hands-on account ownership with coaching and developing team members.
- Expertise in managing and growing strategic, high-value customer accounts, consistently delivering exceptional service standards and strong commercial returns.
- Strong problem-solving and escalation management capabilities, ensuring timely resolution of complex issues for premium customers.
- Results-oriented with a proven track record of delivering high ROI and measurable outcomes across key customer portfolios.
- Able to translate business objectives into actionable customer success strategies that drive retention, growth, and value.
- Strong ability to build, mentor, and lead high-performing, customer-centric teams.
- Applies best-practice tools, cross-team collaboration, and a revenue-focused approach to maximize business outcomes.
- Communicates with clarity and confidence, effectively influencing stakeholders at all levels in a matrixed organization and representing the voice of the customer.
- Analytical and data-driven approach, with the ability to track, interpret and act on adoption, usage and health metrics to drive outcomes.
- Experienced in implementing and using Customer Success platforms such as Zendesk, Salesforce, and CRM systems.
- Strong problem-solving and process improvement capabilities, proactively identifying issues and driving effective resolutions.
- Ability to thrive in a fast-paced, high-growth environment, balancing strategic priorities with operational execution.
What the job involves
- The Customer Success Lead will operate as a player-manager, leading the day-to-day execution of the Customer Success team while also owning and managing a portfolio of strategic customer accounts.
- This role is accountable for the end-to-end post-sale customer lifecycle, driving product adoption, accelerating value realization, and ensuring strong renewal and expansion outcomes across both their own accounts and the broader team portfolio.
- The Customer Success Lead will shape team strategy, operational excellence, and scalable processes by creating and implementing playbooks, embedding performance metrics, and driving initiatives that maximise customer outcomes and business impact.
- You and your team will define the future of the platform experience, ensuring measurable value for every customer from onboarding through the full lifecycle.
- This is a highly cross-functional leadership role, partnering closely with Sales, Solutions, Pre-Sales, and Operations teams to optimise workflows, influence account strategy, and deliver measurable business outcomes.
- This role combines strategic leadership, operational execution, and direct customer impact, ensuring both individual accounts and the broader team portfolio achieve measurable success while building the team’s vertical expertise and capability.
- Oversees Customer Success team performance, ensuring customer health metrics and product adoption targets are consistently met across assigned portfolios.
- Owns executive relationships for top-tier accounts; partners with Sales and supports Senior CSMs in high-impact strategic engagements.
- Develops strong insurance vertical expertise, leveraging industry knowledge, trends, and regulatory insight to guide customers, support the team, and influence strategic account planning.
- Directs renewal and expansion strategy for the team, with accountability for forecast accuracy, pipeline health, and revenue outcomes.
- Leads optimisation initiatives for claims workflows, partnering with Operations to design and implement scalable, systemic improvements.
- Acts as the vertical voice of the customer, consolidating feedback and influencing product roadmap priorities at the vertical leadership level.
- Designs and executes change management programs, including enablement sessions and rollout of best practices across the team.
- Defines and operationalises customer lifecycle frameworks, ensuring consistent execution and alignment to desired business outcomes.
- Owns QBR governance, coaching the team on multi-stakeholder ROI articulation and long-term strategic alignment.
- Establishes standards for autonomy and decision-making, resolving escalations, and navigating complex customer scenarios.
- Manages and develops the vertical Customer Success team, including hiring, onboarding, performance management, and career development.
Customer Success Lead (Carriers) in London employer: Deepstreamtech
As a Customer Success Lead at our dynamic scale-up, you will thrive in a vibrant work culture that prioritises employee growth and collaboration. We offer competitive benefits, including professional development opportunities and a supportive environment where your leadership skills can shine while making a tangible impact on customer success. Join us in shaping the future of our platform and enjoy the unique advantage of working in a fast-paced, innovative setting that values your contributions and fosters career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead (Carriers) in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in managing customer success teams and driving retention. Use specific examples that demonstrate your impact and how you’ve tackled challenges in previous roles.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their customer success strategies and think about how you can contribute. Tailor your responses to show how your leadership style aligns with their goals and values.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who can lead high-performing teams. Make sure your application stands out by showcasing your unique approach to customer success and team management.
We think you need these skills to ace Customer Success Lead (Carriers) in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your management experience in B2B SaaS or FinTech/InsurTech. We want to see how you've built and led high-performing teams, so share specific examples that demonstrate your success in these areas.
Be Data-Driven:Since this role is all about driving customer retention and value, include any metrics or data that showcase your achievements. We love numbers, so if you can show how your strategies have led to measurable outcomes, you're on the right track!
Communicate Clearly:Your application should reflect your ability to communicate with clarity and confidence. Use straightforward language and structure your thoughts well. Remember, we’re looking for someone who can influence stakeholders at all levels, so let that shine through in your writing.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Deepstreamtech
✨Know Your Numbers
Make sure you come prepared with data that showcases your past successes in customer retention and account management. Be ready to discuss specific metrics, like renewal rates or expansion outcomes, that demonstrate your impact in previous roles.
✨Showcase Leadership Skills
As a Customer Success Lead, you'll need to balance being a player-manager. Prepare examples of how you've successfully led teams while also managing your own accounts. Highlight your mentoring experiences and how you've developed high-performing teams.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end post-sale customer lifecycle. Be ready to discuss how you've driven product adoption and value realisation in the past. Think about how you can translate business objectives into actionable strategies for customer success.
✨Be Ready for Problem-Solving Scenarios
Expect to be asked about complex issues you've resolved in previous roles. Prepare to share specific examples where your problem-solving skills made a significant difference for premium customers, and how you managed escalations effectively.
