Head of Customer Success (UK, Finland or Sweden) in London

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.

The role involves:

• Leading and developing the Customer Success organisation, including Account Managers, Technical Account Managers, and Onboarding.
• Coaching the Account Managers and Technical Account Managers to run confident, value‐led customer conversations.
• Raising the bar on renewals, QBRs, stakeholder coverage, and renewal readiness.
• Introducing clear standards for account ownership, engagement cadence, and customer prioritisation.
• Reducing reactive churn by strengthening early risk identification and proactive intervention.
• Implementing and embedding playbooks for renewals, churn risk, and customer recovery.
• Enabling and supporting expansion opportunities from the existing customer base through structured value reviews, QBRs, and renewal conversations.
• Coaching CS teams to identify and qualify expansion opportunities based on demonstrated value.
• Partnering closely with Sales to ensure clear ownership, collaboration, and execution of larger expansion opportunities.

Operating model & ways of working:

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

Cross‐functional collaboration:

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

We are looking for a strong, hands‐on CS leader who enjoys building capability and raising standards. The ideal candidate will have:

• Led a Customer Success team and are comfortable managing managers and senior ICs.
• Experience leading meaningful change within a CS team — such as raising capability, introducing clearer standards, or shifting from reactive service to value‐led engagement.
• Commercial confidence and comfort discussing ROI, outcomes, pricing, and scope with customers.
• The ability to coach teams to engage senior stakeholders and lead customer conversations.
• A structured, pragmatic, and calm approach in complex or ambiguous situations.
• A willingness to partner closely with senior leadership to drive improvement and change.
• Readiness 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.