At a Glance
- Tasks: Lead a dynamic Customer Success team while managing key customer accounts.
- Company: Join Centellic, a global leader in intelligence and information services.
- Benefits: Enjoy perks like private healthcare, wellness allowances, and flexible work options.
- Other info: Be part of a collaborative culture that values individuality and growth.
- Why this job: Make a real impact by helping customers achieve their goals and driving team success.
- Qualifications: 1-3 years of experience in Customer Success management and strong relationship-building skills.
The predicted salary is between 56700 - 69300 £ per year.
We are seeking an experienced Customer Success Manager – Team Lead to join our London-based Customer Success team. This role combines ownership of a small portfolio of customer accounts with leading a team of Customer Success Managers. You will be responsible for driving retention, engagement, user growth and long-term customer value, while setting clear standards for how the team delivers across the customer lifecycle.
In this customer-facing leadership role, you will coach and support CSMs to deliver proactive onboarding, tailored success planning, health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will lead by example through strong relationship management, commercial awareness and customer success expertise, helping customers achieve their objectives while supporting wider business goals.
You will act as a trusted partner to customers and a strong internal collaborator, sharing customer insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience. The role is suited to someone with strong Customer Success platform experience e.g. Gainsight/ChurnZero/Planhat and to an individual who enjoys developing others, creating consistency in delivery, and using customer data, team insight and commercial judgement to improve retention outcomes.
Key Responsibilities- Leading and developing the team through coaching, feedback, guidance and development planning, helping CSMs strengthen their customer success practice and commercial confidence.
- Setting clear standards for customer delivery, ensuring the team creates and executes tailored success plans and customer journeys that support retention, adoption and engagement.
- Overseeing onboarding quality, supporting the team to deliver timely, effective onboarding that is adapted to each customer’s workflow, priorities and business objectives.
- Driving proactive customer health management, using usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear next steps.
- Supporting complex customer situations, including escalations, renewal risks, negotiations and strategic account planning.
- Enabling strong customer relationships, guiding the team on how to engage key users, decision-makers and commercial stakeholders effectively.
- Partnering with Sales and other commercial teams on renewal support, solution recommendations and growth opportunities, including cross-sell, upsell and CSQLs.
- Representing the voice of the customer by sharing feedback, trends and insight with Product, Content, Support and other relevant teams.
- Embedding quality and consistency across QBRs, success planning, documentation, customer communications and use of the Customer Success platform.
The successful candidate will have:
- 1–3 years’ experience managing, supervising or formally coaching a Customer Success team, ideally within a B2B SaaS, subscription or information-services environment.
- Experience working with Customer Success platforms such as ChurnZero, Gainsight or Planhat, including using data, workflows and reporting to support consistency and team performance.
- Strong strategic relationship-building skills – able to represent the team with senior stakeholders and clients.
- Expert communication and storytelling skills – able to influence both internal and external audiences.
- Mastery of Customer Success methodologies and metrics – including customer health, churn dynamics, renewal levers and lifecycle strategies.
- Advanced analytical and problem-solving skills – guiding the team to interpret data and act on leading indicators.
- Highly developed organisational and planning capability – balancing team priorities, escalations and cross-functional projects.
About Centellic: Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity. Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do. Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
BenefitsOur people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
- Start of employment: Eye care, Employee Assistance Programme, A day off for your birthday
- After 3 months employment: Pension (4% employer contribution and 4% employee contribution)
- After 4 months employment: Life assurance
- After probation: Cycle to work scheme, Season ticket loan, £350 annual wellbeing allowance to contribute to gym memberships or fitness classes, Puregym access, Perks at work platform access
- After 1 year service: Private healthcare
- Additional Perks: Company socials, Access to Employee Affinity Networks, Mentoring scheme, Volunteering Day, Mortgage Advice, Work from anywhere (2 weeks), Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.
We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
Customer Success Team Manager employer: Law Business Research Limited
Private Client Global Elite is an exceptional employer, offering a dynamic work environment in the heart of London where you can thrive as a Memberships Manager. With a strong focus on professional development and a collaborative team culture, employees are encouraged to build meaningful relationships and drive membership growth while enjoying the benefits of working in a vibrant city known for its networking opportunities. The company values initiative and offers a supportive atmosphere that fosters personal and professional growth, making it an ideal place for those seeking a rewarding career in the private client sector.
Contact Details:
Law Business Research Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Law Business Research Limited. 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 Law Business Research Limited 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 Manager
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 Law Business Research Limited:Your cover letter is your chance to shine! Tell us why you want to work at Law Business Research Limited 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 Law Business Research Limited!
How to prepare for a job interview at Law Business Research Limited
✨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.
