Customer Success Team Lead

The role involves leading a Customer Success function within a large, global financial services organisation, with a focus on team performance, operational excellence and continuous improvement.

Key Responsibilities

• Lead and develop an internationally distributed Customer Success team within a large enterprise environment.
• Establish and embed best practices, standardised processes and operational frameworks to drive consistency and efficiency.
• Partner with cross-functional internal teams to support business objectives and improve service delivery.
• Manage team performance through KPI tracking, regular performance reviews, coaching and ongoing development.
• Drive accountability, continuous improvement and high standards of service delivery across the team.

Experience Required

• Proven experience leading a Customer Success team within a large-scale enterprise organisation.
• Demonstrable experience managing, developing and performance-managing teams, including conducting formal performance reviews.
• A strong track record of implementing best practices, improving processes and driving team performance.
• Proven ability to collaborate effectively with senior stakeholders and cross-functional teams.

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