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- Tasks: Lead a team to ensure top-notch support for SaaS clients and drive customer satisfaction.
- Company: Join a dynamic company focused on enhancing client success in the SaaS industry.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth and development.
- Why this job: Be part of a passionate team that values client relationships and drives business growth.
- Qualifications: Experience in SaaS Client Success leadership and strong communication skills are essential.
- Other info: Ideal for those who thrive in a fast-paced, customer-first culture.
The predicted salary is between 48000 - 72000 £ per year.
We are hiring for a Client Success Team Lead role based in the UK (Leatherhead Surrey) to oversee teams of Client Success Executives. Reporting to the Head of Sales, you will be responsible for ensuring our SaaS customers receive top-tier support and engagement, acting as their primary point of contact. In this role, you will lead a high-performing team, driving customer satisfaction, retention, and expansion. You will deliver tailored onboarding, proactive account management, and strategic training, working closely with Sales Executives to maximize product value, identify upsell opportunities, and drive renewals.
We are looking for commercially driven leaders who excel at building strong client relationships and fostering a customer-first culture. If you’re passionate about SaaS, customer success, and driving business growth, we’d love to hear from you!
Key Responsibilities- Client Engagement & Leadership: Serve as the primary point of contact for SaaS clients, ensuring seamless communication and support. Utilize experience in Client Service and Client Success to provide strong supervision and leadership.
- Process Management & Efficiency: Plan and oversee key deliverables and client touchpoints, coordinating with the Sales team where needed. Manage the pipeline for renewals and upsell opportunities, ensuring smooth progression through the sales cycle. Strengthen client relationships through structured onboarding, regular check-ins, and proactive renewal planning.
- Team Development & Technical Expertise: Supervise and mentor the Client Success team, fostering a high-performance culture. Act as a player-coach, equipping the team with commercial acumen and Client Success best practices. Leverage Salesforce expertise for effective client management, reporting, and process optimization.
- Team Leadership & Development: Lead, mentor, and support a regional team of Client Success Executives to drive performance and client satisfaction.
- Client Success Strategy & Execution: Partner with the Head of Sales to implement strategies that enhance client satisfaction, retention, and growth.
- Sales & Onboarding Support: Work closely with the regional sales team to ensure seamless client onboarding, product adoption, and expansion opportunities.
- Client Advocacy & Relationship Management: Act as a client advocate, ensuring their needs and feedback are effectively communicated and addressed within the organization.
- Process Improvement & Operational Efficiency: Identify and implement process enhancements to improve efficiency and effectiveness in client success operations.
- Performance Tracking & Reporting: Monitor and report on key performance indicators, including client satisfaction, retention rates, and revenue growth.
- Cross-Functional Collaboration: Collaborate with sales, product, finance, marketing, and service teams to align on initiatives that drive client success.
- Strategic Client Communication: Maintain effective client engagement through personalized account-based marketing and targeted communication channels.
- Revenue Growth & Upselling: Identify and drive upsell and cross-sell opportunities to maximize revenue growth.
- Client Retention & Renewals: Develop and execute retention strategies to minimize client attrition and drive successful contract renewals.
- Experience & Leadership: Demonstrated experience as a Team Leader within a SaaS Client Success team.
- Team Management & Mentorship: Strong player-coach mentality with the ability to train, inspire, and motivate a high-performing team.
- Communication & Collaboration: Exceptional written and verbal communication skills, with the ability to effectively collaborate across cross-functional teams.
- Client-First Mindset: Deep passion for delivering outstanding client experiences and driving long-term client success.
- Technical Expertise: Proficiency in CRM systems (preferably Salesforce) and other Client Success tools to enhance customer engagement and workflow efficiency.
Desirable knowledge: Understanding of aviation business, aviation finance, aircraft technology, airline economics, sustainable aviation issues, and strategic consulting frameworks.
Team Lead - Client Success employer: IBA Group
Contact Detail:
IBA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Lead - Client Success
✨Tip Number 1
Familiarise yourself with the SaaS industry and the specific challenges it faces. Understanding the nuances of client success in this sector will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the Client Success field, especially those who have experience in SaaS. Engaging with them can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Showcase your leadership skills by discussing past experiences where you've successfully managed teams or projects. Be ready to share specific examples that highlight your ability to inspire and motivate others.
✨Tip Number 4
Prepare to discuss how you would implement client retention strategies and upsell opportunities. Having a clear plan or ideas on how to enhance client satisfaction will set you apart from other candidates.
We think you need these skills to ace Team Lead - Client Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS and client success. Emphasise your leadership skills and any specific achievements that demonstrate your ability to drive customer satisfaction and retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client success and your understanding of the SaaS industry. Mention how your previous experiences align with the responsibilities of the Team Lead role and how you can contribute to the company's growth.
Highlight Technical Skills: Since proficiency in CRM systems like Salesforce is crucial, ensure you mention your technical expertise clearly. Provide examples of how you've used these tools to enhance client engagement and improve processes in your past roles.
Showcase Leadership Experience: Detail your experience in leading teams, mentoring staff, and driving performance. Use specific examples to illustrate how you've successfully managed client relationships and fostered a customer-first culture in your previous positions.
How to prepare for a job interview at IBA Group
✨Showcase Your Leadership Skills
As a Team Lead, you'll need to demonstrate your ability to inspire and mentor a team. Prepare examples of how you've successfully led teams in the past, focusing on your approach to fostering a high-performance culture and driving client satisfaction.
✨Understand the SaaS Landscape
Make sure you have a solid grasp of the SaaS industry and its challenges. Be ready to discuss how you can enhance client engagement and retention, as well as any relevant experience you have with SaaS products and services.
✨Prepare for Client Scenarios
Anticipate questions about handling difficult client situations or improving client relationships. Think of specific instances where you've turned around a challenging client relationship or implemented successful onboarding processes.
✨Familiarise Yourself with Salesforce
Since proficiency in CRM systems like Salesforce is crucial for this role, brush up on your knowledge of the platform. Be prepared to discuss how you've used Salesforce or similar tools to manage client interactions and improve operational efficiency.
