Customer Success Team Lead

Who you are

• 3–4+ years of experience in Customer Success with ownership of customer retention, renewals and long-term customer health
• 2+ years of experience leading and developing high-performing teams
• A genuine passion for coaching and developing people, with a track record of helping others grow
• The ability to inspire, motivate and provide clear direction, particularly during periods of change
• Confidence in addressing performance challenges constructively and early
• Experience working in a fast-paced scale-up or high-growth environment, with the adaptability to thrive through ambiguity
• Strong organisational skills with a process-oriented mindset and excellent attention to detail
• A hands-on leadership style - you enjoy rolling up your sleeves when the situation requires it
• Full professional proficiency in English and French
• Experience within Learning & Development, HR Tech or a related SaaS environment, is a plus
• If you’re excited about the role but don’t tick every box, we encourage you to apply. Growth starts with taking a chance

What the job involves

• We're looking for a Team Lead, Customer Success to lead and develop a team of Customer Success Managers across our South EMEA region
• This is a hands-on leadership role where you'll be responsible for driving your team's performance, supporting their growth and ensuring exceptional customer outcomes. You'll coach your team through opportunities and challenges, partner closely with cross-functional stakeholders and, when needed, step into customer conversations yourself
• As our Customer Success organisation continues to evolve, you'll also play an important role in shaping how we work - improving processes, raising standards and helping the team scale successfully
• Lead, motivate and develop a team of 7-10 Customer Success Managers across our Southern EMEA region
• Hold regular 1:1s, set clear expectations and create an environment where people can grow and perform at their best
• Address performance challenges with clarity, fairness and consistency
• Foster a culture of continuous learning through regular coaching and actionable feedback
• Take ownership of customer health, retention and renewals across your team's portfolio
• Support your team with account strategy, executive stakeholder management and complex customer situations
• Act as the primary escalation point for at-risk customers
• When required, personally manage a small portfolio of strategic customer accounts
• Continuously improve team processes, ways of working and operational excellence
• Ensure CRM data, reporting and customer records remain accurate and up to date, providing clear visibility into team performance
• Partner closely with Sales, Product, Operations and other cross-functional teams to deliver a seamless customer experience
• Help scale Customer Success by identifying opportunities to improve efficiency, consistency and customer impact