Behind every successful customer is a team of Customer Success Managers and Renewals Specialists helping customers get value from our products, stay engaged, and continue their partnership with us. We're looking for a Performance Lead to help those teams perform at their very best. This is an exciting opportunity for someone who loves helping people succeed, enjoys coaching and developing others, and gets satisfaction from turning performance data into meaningful action. You'll work closely with leaders, managers, and colleagues across Customer Success and Renewals, helping to identify what's working, what's not, and how we can continually raise the bar. If you've worked in Customer Success, Renewals, Account Management, Sales Enablement, Learning & Development, Revenue Operations, or another customer-focused SaaS environment, and you're passionate about improving performance, we'd love to hear from you.
Why This Role Matters
Great customer experiences don't happen by accident. They happen when people have clear expectations, the right support, effective coaching, and opportunities to develop. That's where you come in. This role has been created to help build a culture where performance is understood, supported, and continually improving. You'll help managers become better coaches, help new starters become successful more quickly, help individuals overcome challenges and reach their potential, and help senior leaders understand where performance can improve and what action needs to be taken. Your work will directly influence:
- Customer retention
- Revenue growth
- Customer satisfaction
- Employee development
- Team performance
- Customer Success and Renewals culture
About the Team You’ll Join
This is a standalone specialist role reporting directly to our VP, Customer Success. You’ll work across our Accountancy, Education, and Commercial divisions, partnering closely with Customer Success Directors, Renewals Leaders, Team Managers, Learning & Development, and Senior Leadership Teams. You’ll become the go‑to person for performance improvement, coaching, development, and best practice across Customer Success and Renewals.
What You’ll Be Doing
No two weeks will look exactly the same. Your focus will include:
- Helping People Perform at Their Best
- Coach and support Customer Success and Renewals colleagues
- Help individuals improve performance, confidence, and capability
- Support managers with performance conversations and development plans
- Share best practice and create consistency across teams
- Developing Managers
- Help managers become stronger coaches and leaders
- Improve the quality of 1:1s, feedback, goal setting, and accountability
- Support managers in identifying and addressing performance challenges early
- Supporting New Starters
- Help new hires settle in and become successful more quickly
- Identify development needs and recommend support
- Work closely with Learning & Development to strengthen onboarding and training
- Using Data to Drive Improvement
- Analyse performance trends and identify opportunities
- Turn data into practical actions and recommendations
- Track key measures including customer retention, customer satisfaction, customer health, and team performance
- Building a High‑Performance Culture
- Create an environment where expectations are clear
- Ensure success is recognised and celebrated
- Help teams continuously improve
- Encourage accountability, ownership, and development
What We’re Looking For
We’re less interested in job titles and more interested in experience. You may currently work in:
- Customer Success
- Customer Success Operations
- Renewals
- Account Management
- Sales Enablement
- Revenue Operations
- Learning & Development
- Commercial Performance
- Customer Experience
Most importantly, you’ll have experience helping people improve performance and achieve better results. Qualifications include:
- Experience within a Customer Success, Renewals, SaaS, subscription, or customer‑facing commercial environment
- Experience coaching, developing, or improving the performance of individuals and teams
- Strong understanding of KPIs, performance metrics, and data analysis
- Ability to identify performance trends and turn them into practical actions
- Experience influencing managers and stakeholders
- Confidence working with CRM systems such as Salesforce and performance reporting tools
- Excellent communication and relationship‑building skills
Desirable Experience
- Experience in a software or SaaS business
- Experience in Learning & Development, Enablement, or Performance Coaching
- Coaching qualifications or formal coaching training
- Experience with tools such as Gong, Chorus, Highspot, or similar
- Degree educated
You’ll Thrive In This Role If You…
- Enjoy helping people succeed
- Love coaching and developing others
- Are naturally curious and enjoy solving problems
- Use data to support decisions
- Build trust and credibility quickly
- Can challenge constructively when needed
- Stay focused on outcomes
- Take ownership and make things happen
Benefits
- A role focused on coaching, development, and improvement
- Direct exposure to senior leadership
- The opportunity to influence customer retention and growth
- Variety, autonomy, and ownership
- A supportive and collaborative environment
- Career development opportunities within a growing software business
- Competitive salary and benefits package
