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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in Customer Success with a focus on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer health metrics. Proven ability to develop and execute global customer success strategies while fostering strong relationships with C-suite executives and cross-functional teams.
Highest-signal resume keywords
Customer Success LeadershipGross Revenue Retention (GRR)Net Revenue Retention (NRR)Cross-Functional CollaborationCoaching and Performance Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health MetricsRenewal ManagementAnalytical SkillsProject ManagementFinancial Skills
Soft Skills
Exceptional CommunicationRelationship ManagementProblem-Solving
Tools & Technologies
Customer Management PlatformsAI-Powered SolutionsCRM ToolsCustomer Success Platforms
Industry Keywords
SaaSCorporate Performance Management (CPM)Business Intelligence (BI)Customer Support Analytics
About the role
Key responsibilities & impact- Lead a global Customer Success team across regions and product lines
- Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer health score targets
- Report progress and insights to executive leadership
- Develop and execute global, cross-product customer success strategies
- Serve as a senior-level partner to customers post-implementation
- Drive customer loyalty and adoption through scalable programs, playbooks, and processes
- Support the end-to-end renewal process, including approvals, deal strategies, and team coaching
- Leverage tools, technologies, AI-powered solutions, customer management platforms, and data-driven strategies
- Partner with Product, Product Adoption, Professional Services, Sales, and Revenue Operations
- Strategize on growth opportunities with the customer sales team and support joint customer on-sites and strategic meetings
- Coach managers and team leads, enable career growth, and build organizational depth
- Establish and track GRR, NRR, health scores, NPS, and adoption metrics
- Manage customer escalations and sponsor strategic accounts
- Identify portfolio risks, trends, and opportunities and drive continuous improvement
Requirements
What you’ll need- 7+ years of progressively senior leadership experience in Customer Success, Customer Support, or Client Engagement within a SaaS or technology company
- Direct experience managing managers or team leads
- Demonstrated ownership of GRR, NRR, and customer health metrics, with a track record of meeting or exceeding commercial retention targets
- Experience building and executing global or multi-regional customer success strategies across multiple products or customer segments
- Strong people leadership background, including coaching, performance management, and organizational development at a managerial level
- Experience working cross-functionally with Product, Professional Services, and Sales
- Strong financial, analytical, and operational skills, including renewal management and forecasting
- Exceptional communication and relationship management skills, with ability to engage and influence C-suite executives and senior customer stakeholders
- Problem-solving and project management capabilities in complex, fast-paced, global environments
- Must be legally entitled to work in the UK
- Must hold a valid passport and be able to travel to the United States, Canada, and/or internationally as required
- Comfortable using AI tools responsibly for research, drafting, and data review
- Able to learn new tools and adapt as technology and workflows evolve
- Experience in Corporate Performance Management (CPM), Business Intelligence (BI), or SaaS software markets is preferred
- Familiarity with customer support analytics, CRM tools, and customer success platforms is preferred
- Proficient in English and French, or additional languages, is a strong asset
- Exposure to AI-powered customer engagement tools or technology-led efficiency initiatives is preferred
- Experience in a high-growth or scaling SaaS environment with a global customer base is preferred
Benefits
Comp & perks- Hybrid set-up from our Paddington office with flexible working hours
- Private medical insurance through Vitality including mental health support and talking therapies
- Income protection at 75% of earnings and death in service at 3x salary
- NEST pension with 3% employer contribution
- 25 days of annual leave, 10 sick/personal days on full pay, and 1 volunteer day
- Total Wellness Benefit of £550/year
- Professional development support and financial assistance for learning
- Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
- Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what’s next
- Flexible and hybrid working
- Equal opportunity and inclusive work environment
- Recruitment-process accommodations
- Option to opt out of AI-assisted hiring steps