Customer Success Lead

Be part of a fast-growing tech company driving real-world impact through video technology.

About the company

A leading innovator in body-worn video and cloud-based solutions, with customers in over 40 countries
Trusted by law enforcement, local government, retail, and private sector organisations
Committed to creating safer environments through cutting-edge technology and purposeful innovation
UK-based with a strong global footprint and an ambitious growth trajectory

About the role

Lead the Customer Success function with a dual focus: hands-on strategic account management and team-building
Personally manage high-value, high-profile customers to ensure adoption, satisfaction, and long-term success
Act as a senior escalation point and lead executive-level engagement and success planning
Build and scale the Customer Success function, including hiring, playbooks, segmentation strategies, and success metrics
Work cross-functionally with Implementation, Support, Product, and Sales to deliver seamless experiences
Own the customer lifecycle post-onboarding with a focus on retention, engagement, and value realisation
Identify signals for expansion and collaborate closely with Account Managers on growth opportunities
Define and track key performance metrics such as NPS, Net Retention, and Time to Value

About you

5+ years Customer Success experience within a SaaS or hardware/software blend start-up or scale-up
Have built a Customer Success function from the ground up, including writing a CS playbook, implementing processes and systems and building teams
2+ years proven experience in leading and managing a successful Customer Success team
Proactive, analytical, and data-driven with a clear focus on outcomes and continuous improvement

Package

Location	Kingston upon Thames
Discipline:	Information Technology
Job functions	Customer Success, Leadership
Salary:	Up to £80,000 base + 20% commission (uncapped)
Job ref:	2608

Customer Success Lead