Customer Success Lead

We're on the lookout for a Customer Success Lead to spearhead our efforts in delivering outstanding service and support. The ideal candidate will have a solid grasp of customer relationship management and a passion for driving customer satisfaction.

Category: Customer Service and Support - Customer Success
Full Time

• £45,000 - £60,000 / Year

Closing Date: 2025-02-11
Location: Inverness

• Champion customer success initiatives that drive retention and satisfaction.
• Manage a team of customer service professionals and optimize team performance.
• Identify trends in customer inquiries and recommend service enhancements.
• Develop strong partnerships with high-value clients.
• Create and maintain a customer success playbook to guide service excellence.
• Conduct training sessions and workshops for employee development.
• Collect and utilize customer insights to inform service delivery.
• Ensure prompt resolution of customer inquiries and escalate when necessary.
• Compile metrics and analytics to continuously improve customer relationships.
• Support the creation of marketing materials that highlight successful customer stories.

• Bachelor's degree in Business Administration or related field
• Master's degree preferred
• CRM Software Proficient in CRM tools to manage customer relationships effectively.
• Data Analysis Skilled in analyzing customer data to derive insights.
• Project Management Experience in managing projects within a customer success context.
• Communication Excellent verbal and written communication skills.
• Leadership Strong leadership capabilities to guide a customer service team.
• Problem-solving Adept at identifying issues and finding effective solutions.
• English (Fluent)

• Experience in a fast-paced environment: Ability to thrive in a dynamic and rapidly changing landscape.
• Familiarity with technical support processes: Understanding of technical customer support for software products.

• Health and wellness programs
• Retirement savings plan with employer match
• Regular team-building activities
• Supportive work environment fostering growth

• Innovation: We welcome innovative ideas that challenge the status quo and drive change.
• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive workplace.

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