Customer Success Team Lead

Arbor Education; Leeds; On-site; GBP 55,000; Full time

Job description

Location: Leeds or London

Salary: £55,000 per annum + bonus

We are looking for a passionate and driven Customer Success Team Lead to join our Customer Success division and lead a team with the focus of driving customer satisfaction, retention, and overall health within a key segment of Arbor's customer base - our highest value customers. The remit and focus of the role is to play a critical role in developing and implementing best practices, ensuring consistent delivery of exceptional customer experiences, and fostering a collaborative and supportive team environment. In addition to leading and mentoring a small team of direct reports, this role includes responsibility for managing a select number of key MAT/LA accounts. It's a broad and exciting role, so we're looking for someone up for a challenge and passionate about customer experience.

Team Leadership & Management:

• Lead, mentor, and coach a team of Senior CSMs, providing guidance, support, and professional development opportunities
• Conduct regular performance reviews, set clear goals and expectations, and provide constructive feedback
• Monitor team performance against key metrics (eg. customer satisfaction, retention, customer health and quality of review meetings and risk management) and identify areas for improvement
• Act as the first point of escalation for team members, resolving day-to-day issues and providing guidance
• Foster a positive and collaborative team environment that encourages open communication, knowledge sharing, and professional growth
• Lead on resource planning for the team in line with Arbor Management and our Resource Planner
• Ensure strategic planning for the team and our customers takes the wider business goals and associated teams into account
• Build healthy relationships with the Customer Team leads (and beyond) and ensure all relevant colleagues understand our purpose, output and impact

Customer Success Strategy & Execution:

• Work closely with Senior CSMs to develop and execute customer success strategies aligned with business objectives
• Ensure a high standard of identification and achievement of customer outcomes
• Conduct regular customer health checks and proactively identify and mitigate potential risks
• Drive customer adoption and usage of Arbor's products and services
• Collaborate with Product, Partnership, Marketing and wider the Customer Team (namely Onboarding Teams, Customer Education, Support Teams and Customer Operations) to ensure a seamless end to end customer journey and experience

Customer Advocacy & Expansion:

• Identify and cultivate customer champions and advocates
• Work with Senior CSMs to identify and pursue upsell and cross-sell opportunities to pass to the Partnership Team

Process Improvement & Innovation:

• Continuously analyse and improve customer success processes and methodologies
• Identify and implement innovative solutions to enhance customer experience and drive business growth
• Stay abreast of industry best practices and emerging trends in customer success

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders across the organisation, including Sales, Product, Marketing, and Support
• Effectively communicate team performance, challenges, and successes to leadership

Requirements:

We're looking for a Customer Success professional, with experience leading a team or someone that is looking to take a step up. Beyond that, we'd love to see:

• 5+ years of experience in a customer success role, preferably within SaaS
• Proven track record of hitting or exceeding results
• Track record of leading a team preferred
• Strong understanding of customer success principles and methodologies
• Experience with CRM and customer success platforms (eg. Gainsight)
• Excellent communication, presentation, and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to thrive in a fast-paced and dynamic environment

Benefits:

The chance to work alongside a team of hard-working, passionate people in a role where you'll see the impact of your work every day. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching)
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices!