Customer Success is an established function within Stepstone UK, with an experienced team focused on helping customers achieve maximum value from the products they have purchased, strengthening customer outcomes and supporting long term retention. The Customer Success Team Manager will be responsible for leading, coaching and developing a team of Customer Success Managers, maintaining high performance and supporting the Head of Customer Success with the continued evolution of the UK function.
Responsibilities
As a Customer Success Team Manager, you will:
Lead, coach and develop a team of Customer Success Managers, setting clear expectations and fostering a high-performing, accountable culture through regular performance, development and coaching conversations.
Own team performance against customer success metrics, including retention, engagement, product utilisation, customer outcomes and sustainable revenue retention.
Drive a consistent, outcome-led customer experience by building trusted customer relationships throughout the lifecycle, identifying risks and adoption gaps, and ensuring appropriate escalation and action plans.
Use customer insights and data to identify opportunities for improvement, leading process and change initiatives that enhance team efficiency, service quality and customer value.
Partner closely with Sales, Product, Operations and other stakeholders to resolve customer challenges, improve the end-to-end customer experience, support recruitment and onboarding, and participate in key customer engagements to strengthen outcomes.
Job requirements
Proven experience leading and developing customer-facing teams in a B2B environment, ideally within SaaS, technology or recruitment, with the ability to build high-performing, accountable and inclusive cultures.
Strong people leadership skills, including coaching, performance management, development planning and the confidence to address underperformance while recognising and rewarding success.
Demonstrable experience managing customer success performance against key metrics such as retention, engagement, product utilisation and customer outcomes, with a customer-centric approach that balances commercial priorities and team capacity.
Strong stakeholder management, influencing and communication skills, with the abilit...
Customer Success Team Manager in London employer: Stepstone UK
At The Stepstone Group, we pride ourselves on being an exceptional employer that values work-life balance and employee well-being. With a strong commitment to diversity and inclusion, we offer a supportive work culture where innovation thrives, alongside generous benefits such as 29 days of holiday, private healthcare, and a hybrid working model. Join us in reshaping the labour market while enjoying opportunities for personal and professional growth in a dynamic global environment.
