Overview
In this role you define the strategy and operating model for the Customer Success function, aligning it with Sales to create a unified, customer-facing organization. You lead with a focus on value realization, retention, and growth, shaping governance and performance across Customer Success, Sales, and delivery. You will build and develop high-performing teams, driving continuous improvement and cross-functional collaboration. This is an opportunity to influence transformation at scale within a global technology services company.
Pay / Benefits
- Mentor support for successful start
- President’s Club recognition
- Flexible work arrangements
- Lifelong education and development opportunities
- Hire to Grow internal mobility and feedback culture
Responsibilities
- Evolve the Customer Success function, operating model, and structure to support growth and scalable outcomes
- Own workforce planning, governance, and performance frameworks aligning CS and Account Management
- Partner with Sales Leadership to operate as one customer-facing org with shared accountability for value, retention, renewals, growth, and advocacy
- Define and execute CS strategy, standards, and governance delivering consistent customer experience across segments
- Lead and develop a high-performing CS organization through coaching, succession planning, and leadership development
- Define and monitor performance measures across customer, operational, and organizational outcomes with a focus on governance and continuous improvement
Key requirements
- Proven leadership experience in CS, Account Management, Service Delivery or similar
- Experience in organizational design, workforce planning, and performance management
- Track record of building high-performing teams and developing leaders
- Commercial acumen with understanding of retention, renewals, growth, and value realization
- Ability to build trusted partnerships across Sales and other customer-facing functions
- Data-driven approach translating insights into priorities and actions
- Clear, credible, inclusive communication to influence senior stakeholders
- communication skills
- influence and stakeholder engagement
- collaboration across cross-functional teams
- data-driven decision making
- governance and performance management
- lifecycle management and customer insights
Sales Support Leader in London employer: SoftwareONE
At SoftwareOne, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and continuous learning. Our commitment to employee growth is evident through our diverse training opportunities and the supportive mentorship provided to help you thrive in your role as a Senior Service Delivery Manager. With a flexible work environment and a focus on recognising achievements, we empower our team members to make meaningful contributions while enjoying a fulfilling career in the heart of the UK's technology landscape.
