At a Glance
- Tasks: Lead and develop a high-performing Customer Success team using AI-driven strategies.
- Company: Join GlobalData, a leader in intelligence platforms transforming uncertainty into opportunity.
- Benefits: Enjoy a rewarding career with diverse benefits across health, finances, and fitness.
- Other info: Embrace a culture of diversity and inclusion while growing your career.
- Why this job: Make a real impact by coaching a team and driving customer success in a fast-paced environment.
- Qualifications: Experience in customer-facing roles and strong leadership skills are essential.
The predicted salary is between 50000 - 65000 £ per year.
GlobalData operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change. By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence. Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.
GlobalData is at a pivotal point in its growth journey and we need curious, ambitious, courageous people to support us in achieving our vision to deliver intelligence that transforms uncertainty into opportunity for the world’s most successful organizations. Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. Working together in an intellectually challenging environment, where learning is super-charged to keep us on our toes, the highly stimulating, fast-paced, global environment we operate in, and our bold ambitions result in unique learning opportunities for our people.
We are looking for a Customer Success Team Leader to lead, coach and develop a high-performing Customer Success team (around two to three CSMs) operating with an AI-first, outcome-led approach with our Technology Division. This is a player-coach role combining people leadership with ownership of strategic customer relationships. You will be responsible for translating our Customer Success strategy into consistent execution across your team - helping Customer Success Executives use AI, customer data and industry insight to proactively identify risk, drive adoption and deliver measurable customer outcomes. You will coach the team to move beyond traditional account management and activity-led engagement, building trusted customer partnerships focused on value realisation, retention and growth.
In this role you will be expected to drive results that tie back to our strategic objectives:
- Increase retention by volume & decrease customer churn.
- Increase visibility customer-side.
- Increase customer loyalty and advocacy.
What you’ll be doing:
- Lead and develop an AI-First Customer Success Team.
- Coach and develop two to three Customer Success Executives to deliver proactive, outcome-led customer strategies.
- Set clear expectations and hold the team accountable for customer outcomes, portfolio management and execution.
- Use regular coaching, performance conversations and account reviews to build individual and team capability.
Drive Customer Outcomes and Portfolio Performance:
- Maintain a high-level view of team portfolios, identifying trends, risks and opportunities.
- Use customer health signals, predictive insights and performance data to drive proactive intervention.
- Drive performance against retention, customer value, adoption and growth objectives.
Scale AI-Driven Customer Success:
- Champion AI-first ways of working across customer planning, preparation and engagement.
- Use portfolio insights to identify patterns and recommend scalable customer interventions.
- Move the team from reactive support towards predictive and proactive customer leadership.
Role Model Strategic Customer Leadership:
- Own a focused portfolio of strategic customers and role model AI-first Customer Success.
- Use industry, market and customer insight to lead value-focused conversations.
- Demonstrate measurable customer ROI and identify value-led growth opportunities.
Partner Across the Business:
- Partner with Account Management, Commercial, Research and Product teams around customer priorities.
- Provide clear visibility of customer risk, opportunity and portfolio trends.
- Contribute to global initiatives that improve Customer Success scale and impact.
What we’re looking for:
- Experience in Customer Success, Account Management, Consulting or a similar customer-facing role within the Technology industry (e.g. tech, telco, IT services).
- Experience coaching, mentoring or leading others.
- Strong understanding of strategic and outcome-led Customer Success.
- An analytical mindset and confidence using data, dashboards and insights to guide decisions.
- Excellent communication, coaching and stakeholder-management skills.
- Experience with AI-driven platforms, customer analytics or predictive insights.
- Familiarity with customer health, retention, adoption and ROI measurement.
What Sets you apart:
- An AI-first leadership mindset: you use data, insight and AI to improve outcomes.
- A coaching mindset- you build capability rather than simply provide answers.
- Strategic judgement- you identify where the team should focus and why.
- Curiosity and adaptability- you test new approaches and evolve ways of working.
In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Customer Success Team Leader employer: GlobalData UK Ltd
GlobalData UK Ltd is an exceptional employer, offering a dynamic and fast-paced work environment that fosters collaboration across Sales, Product, and Executive teams. With a strong emphasis on employee growth and development, the company provides ample opportunities for professional advancement while focusing on delivering measurable business outcomes. Located in the heart of the UK, employees benefit from a vibrant culture that encourages innovation and strategic thinking, making it an ideal place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GlobalData UK Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GlobalData UK Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GlobalData UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at GlobalData UK Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GlobalData UK Ltd!
How to prepare for a job interview at GlobalData UK Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
