Customer Success
Customer Success Lead, Mid-Market & SMB
London, UK
Hybrid
Full-time
Build and eventually lead our mid-market customer success function, starting hands-on and growing into the leader of a world-class team.
The Role: We're seeking a Head of Challenger Brands to build and eventually lead our mid-market customer success function, starting as an individual contributor and growing into the leader of a world-class team. This is a founding role for someone who wants to build something from scratch. You'll start hands-on, personally owning a high-volume portfolio and getting close enough to the day-to-day to know exactly what needs to be systematized. From there, you'll design the processes, playbooks, and infrastructure that let the function scale, then build and lead the team that runs it. This role reports to the Head of Customer Success.
Responsibilities
Own and manage a portfolio of mid-market and SMB accounts, driving onboarding, adoption, and renewal
Design and build the scalable, repeatable success processes that will become the backbone of a high-volume book of business
Analyze performance metrics and translate data into clear, actionable client recommendations
Build strong working relationships with brand managers and digital teams at growing consumer brands
Identify accounts with the potential to grow into larger opportunities and flag for expansion
Own the hiring plan, org structure, and operating model for the challenger brands function; recruit, hire, and lead a world-class team as it scales
Contribute to product development based on client feedback and market needs
Build the self-serve resources, playbooks, and templates that will let the function grow efficiently without losing quality
Requirements
4-6+ years of experience in the ecommerce ecosystem
Experience managing a portfolio of accounts at volume, ideally with a hand in building the processes behind it
A genuine excitement for process design: you see a manual, ad hoc workflow and immediately start thinking about how to systematize it
Ambition to build and lead a team
Solid understanding of marketplace dynamics, SEO, and content optimization
Comfort working across many stakeholders with varying levels of sophistication
Strong analytical skills with the ability to turn data into insight quickly
Excellent organizational and communication skills, able to prioritize across a portfolio while also thinking structurally about how it should scale
Curiosity about AI tools, automation, or emerging commerce technologies