Customer Success Strategy Lead

1 week ago


London, Greater London, United Kingdom Sastra Group Full time

Located in London, we are seeking a Customer Success Strategy Lead to drive customer satisfaction, retention, and growth by leading our customer success strategy and team.

This role requires a strategic thinker with a proven track record in customer success within the software development and marketing technology sectors.

The position is hybrid, requiring you to be able to commute to London one or two days a week.

Key Responsibilities:

  • Develop and implement a comprehensive customer success strategy that aligns with the company's overall business objectives.
  • Lead, mentor, and grow the customer success team to deliver exceptional service and support to our clients.
  • Drive customer retention and expansion by ensuring customers realize the full value of our products and services.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and drive continuous improvement.
  • Collaborate with cross-functional teams, including sales, marketing, product development, and support, to ensure a seamless customer experience.

Key Requirements:

  • Built and led a Customer Success team at a Software Development vendor.
  • Has a proven track record of improving NPS and Retention.
  • Start-up experience is preferred but not mandatory.
  • 5+ years experience managing CSMs.

Benefits:

  • A competitive salary range of £80,000 - £120,000 per annum.
  • Generous paid time off and holiday schedule.
  • Professional development opportunities.
  • Collaborative and inclusive company culture.

This role offers a unique opportunity to make a significant impact on our customers' success and contribute to the growth of our company.



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