Customer Success Team Lead in London

We are looking for a highly operational Customer Success Team Lead to drive the day-to-day execution of our CS function. This role is responsible for ensuring the team delivers consistently across onboarding, retention, and growth, with a strong focus on process, accountability, and customer outcomes. This is a hands-on leadership role, ideal for someone who thrives in execution rather than strategy, ensuring plans are delivered, not just defined.

Salary Range: £70-75K

Location: London. Mandatory in-office days are Wednesdays & Fridays.

Key Responsibilities:

• Manage and support a team of CSMs to deliver against retention and expansion goals
• Hold the team accountable to core KPIs (renewals, pipeline, customer health, activity)
• Run weekly team cadences (1:1s, pipeline reviews, account reviews)
• Coach CSMs on customer conversations, commercial thinking, and prioritisation
• Step into high-risk or complex customer situations when needed
• Ensure consistent execution of CS playbooks across onboarding, adoption, renewal, and growth
• Drive completion and quality of key outputs (account plans, success plans, QBRs)
• Maintain clear visibility of customer health, risks and opportunities
• Ensure strong follow-through on actions across the team
• Own weekly and monthly reporting on retention (GRR/NRR signals), expansion pipeline and coverage, customer health and risk
• Provide clear, concise updates to leadership on performance and risks
• Ensure HubSpot (or CRM) hygiene and accurate data across the team
• Identify gaps in current processes and drive improvements
• Implement scalable ways of working across CS (cadence, tooling, workflows)
• Work closely with RevOps, Sales and Product to improve efficiency and alignment
• Partner with Sales on cross-sell and strategic opportunities
• Work with Product/Support on customer issues, incidents and feedback loops
• Ensure clear communication between CS and the wider business

What We Are Looking For:

• Proven experience managing or leading Customer Success teams in SaaS
• Strong operational mindset – thrives on execution, structure and delivery
• Commercially aware – confident supporting renewals and expansion conversations
• Comfortable with data, reporting and CRM systems (e.g. HubSpot)
• Strong communicator who can hold a team accountable while maintaining trust
• Hands-on and proactive – willing to step in and get things done

Success in This Role Looks Like:

• A highly accountable, well-run CS team with clear visibility on performance
• Consistent execution of core CS activities (no gaps or missed opportunities)
• Improved forecasting accuracy and pipeline discipline
• Reduced risk through proactive management of customer health
• Strong collaboration with Sales and Product

D&I Statement: Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.