Customer Success Team Lead

This is a people leadership role responsible for leading the M&A Deals Customer Success team. You will be responsible for coaching, mentoring and developing Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best-in-class customer service. You will work closely with Product, Sales, Marketing and Account Management to ensure customers achieve maximum value from M&A Deals while driving adoption, retention and customer satisfaction. This is an ideal opportunity for someone who enjoys developing people, improving processes and creating scalable customer success programmes in a fast-paced, growing business.

Responsibilities

• Team Leadership: Lead, coach and develop a team of Customer Success Managers; conduct regular 1:1s focused on performance, development and career progression; run team meetings and training sessions.
• Customer Success Operations: Design and implement scalable Customer Success processes and best practices; create playbooks, email templates, outreach sequences and customer communications; standardise onboarding, engagement, renewal and risk‑management processes.
• Performance Management: Own the team’s KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals; calculate and manage monthly commission and incentive payments; monitor performance through dashboards and CRM reporting; review metrics and provide insights to senior management.
• Customer Experience: Drive best‑in‑class customer service standards across every interaction; support the team with escalations and complex customer situations; ensure proactive engagement strategies are in place to maximise product adoption and customer value.
• Recruitment & On‑boarding: Lead recruitment activities, including interviewing and hiring; support onboarding and continuous training of new team members.
• Continuous Improvement: Identify and implement opportunities to improve efficiency across the team; deliver consistently high levels of customer satisfaction and engagement.
• Stakeholder Engagement: Work closely with Product, Sales, Marketing and Account Management to capture customer feedback and prioritise enhancement requests.

Qualifications

• Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.
• Strong coaching and people development skills.
• Highly organised with excellent time management and prioritisation skills.
• A proactive self‑starter who enjoys building new processes and improving existing ones.
• Excellent communication and stakeholder management skills.
• Strong analytical mindset with the ability to interpret dashboards and performance metrics.
• Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, Outreach or similar.
• Comfortable working in a fast‑paced, evolving environment.
• Experience within financial services, data, SaaS or private markets is advantageous.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off to keep energised.
• Continuous Learning: Access a wealth of resources to grow your career and learn new valuable skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company‑matched student loan contribution and financial wellness programmes.
• Family Friendly Perks: Perks for partners and children.
• Beyond the Basics: Retail discounts, referral incentive awards and small perks that make a difference.

About M&A Deals

M&A Deals is the premier deal origination and market mapping platform built specifically for private markets. The platform combines trusted transaction data from SP, proprietary forward‑looking M&A intelligence from The Deal, and award‑winning fund‑level data from With Intelligence into one integrated solution, empowering clients to identify proprietary opportunities, make more informed investment decisions and uncover gaps in their market coverage.