Head of Customer Success (UK, Finland or Sweden)

Leadoo is a high-performing Conversion Platform helping mid-market and enterprise brands turn anonymous website traffic into qualified pipeline and revenue. With strong roots in the UK and Nordics, Leadoo is trusted by sales and marketing teams to create meaningful buyer conversations, increase conversion rates, and improve sales efficiency. Leadoo is part of the SALESmanago Group, one of Europe’s fastest-growing Customer Engagement and Marketing Automation companies, with over 2,500 customers across 50 countries and ~€35m ARR. Backed by private equity investors SilverTree and Perwyn, the group is entering an exciting phase of growth and operational maturity.

This is a unique opportunity to lead Customer Success for a product that delivers clear, measurable commercial impact — and to help shape the next phase of how Customer Success operates.

We are looking for a Head of Customer Success to lead the next phase of Customer Success at Leadoo. We are looking for candidates that are located in the UK, Finland or Sweden. Working closely with the General Manager and senior leadership, this role is responsible for reducing churn, strengthening Customer Success capability, and embedding a value‑led, commercially confident approach to customer management. This is a hands‑on, execution‑focused leadership role. You will coach Account Managers and Technical Account Managers, raise standards for customer engagement, and translate strategy into consistent day‑to‑day practice. The role comes with strong executive sponsorship and support to drive meaningful change. This is not a maintenance role. It is an opportunity to help evolve a CS organisation that has grown quickly and now needs clearer structure, stronger coaching, and sharper commercial discipline.

Key responsibilities

• Lead and develop the Customer Success organisation, including Account Managers, Technical Account Managers, and Onboarding.
• Coach the Account Managers and Technical Account Managers to run confident, value‑led customer conversations.
• Raise the bar on renewals, QBRs, stakeholder coverage, and renewal readiness.
• Introduce clear standards for account ownership, engagement cadence, and customer prioritisation.
• Reduce reactive churn by strengthening early risk identification and proactive intervention.
• Implement and embed playbooks for renewals, churn risk, and customer recovery.
• Enable and support expansion opportunities from the existing customer base through structured value reviews, QBRs, and renewal conversations.
• Coach CS teams to identify and qualify expansion opportunities based on demonstrated value.
• Partner closely with Sales to ensure clear ownership, collaboration, and execution of larger expansion opportunities.

Operating model & ways of working

• Help implement customer segmentation and service standards aligned to account value.
• Balance customer outcomes with sustainable CS workload and resourcing.
• Drive consistent use of tooling, data, and dashboards to support decision‑making.

Cross‑functional collaboration

• Work closely with Sales, Product, and Marketing to ensure a cohesive customer journey.
• Provide structured customer feedback into Product and leadership teams.
• Act as a senior escalation point for complex or high‑risk customer situations.

Who we’re looking for:

• A strong, hands‑on CS leader who enjoys building capability and raising standards.
• Have led a Customer Success team and are comfortable managing managers and senior ICs.
• Have experience leading meaningful change within a CS team — such as raising capability, introducing clearer standards, or shifting from reactive service to value‑led engagement.
• Are commercially confident and comfortable discussing ROI, outcomes, pricing, and scope with customers.
• Can coach teams to engage senior stakeholders and lead customer conversations.
• Are structured, pragmatic, and calm in complex or ambiguous situations.
• Enjoy partnering closely with senior leadership to drive improvement and change.
• Are ready for a role with increased responsibility, scope, and visibility.

What success looks like in the first 12–18 months:

• Lower churn and stronger renewal discipline.
• A CS team that leads customers more confidently and commercially.
• Clearer customer prioritisation and engagement standards.
• Improved collaboration between CS, Sales, and Product.
• A stronger and more predictable contribution from the existing customer base through retention and expansion.
• A healthier, more sustainable Customer Success operating model.

Why join Leadoo:

• Opportunity to work remotely from either UK, Sweden or Finland.
• A clear mandate to improve and evolve Customer Success — with executive backing.
• The opportunity to make a visible, lasting impact on retention and growth.
• A product with strong differentiation and measurable customer value.
• A collaborative leadership team committed to doing the hard work properly.