Job Summary:As a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates.
You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including:
•Customer communications
• Customer Events
• Multi-channel resources – YouTube/LinkedIn/Webinars
• Referral Program
Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy.Job Description:Customer Success Team LeadLocation: Central Northampton ( 3:2 Hybrid )
Reports to: Sales & Marketing Director
Type: Full-time (37.5 hours per week)About Gold-Vision CRMGold-Vision CRM is a leading provider of CRM solutions designed to help businesses manage customer relationships effectively. We pride ourselves on delivering intuitive, integrated solutions that drive growth and efficiency for our clients. Gold-Vision is trusted by organisations worldwide for its flexibility, ease of use and powerful integrations.Role OverviewAs a Customer Success Team Lead, you will lead a small Customer Success Team driving retention and expansion in a highly competitive market. Your primary goals will be to drive and deliver initiatives to deliver value, protect revenue, grow key accounts and assist with improving efficiency to modernise how customer success operates.You will drive and plan initiatives to deliver value to our customers to increase customer satisfaction. Manage overall customer success plans to ensure all our teams deliver on customer service to the highest level and introduce key initiatives to increase Gold-Visions value including: Customer communications Customer Events Multi-channel resources – YouTube/LinkedIn/Webinars Referral Program Be an advocate for Customer Success and drive learning and best practice to ensure customer centricity is at the forefront of our processes and procedures work closely with the Sales & Marketing Director to deliver on our Customer Success Strategy. Key ResponsibilitiesCustomer Retention & RenewalsOwn renewal strategy, forecasting, and outcomes across all existing customersPlan customer success initiatives to deliver Gold-Vision’s valueLead renewal conversations, including pricing, objections, and competitive challengesProactively identify and mitigate attrition riskEnsure renewal readiness well ahead of contract end datesWork with clients to assess their CRM and marketing needs and requirements in order to determine the best Gold-Vision approach. Identify and drive upsell and cross‑sell opportunities within existing accountsTranslate usage, outcomes, and customer insight into value and commercial opportunities.Lead value reviews, QBRs, and senior stakeholder conversationsClearly articulate ROI and outcomes, especially where usage has flattenedPlan and deliver on Level 1 face to face Quarterly business reviews with senior stakeholders and manage outcomes and delivery planning of next stepsCustomer Success Team Leadership & AI‑Enabled OptimisationLead and develop the Customer Success teamRedesign renewal operations to reduce manual administrationCross‑Functional CollaborationWork closely with the Sales Director on strategic and at‑risk accountsPartner with Customer Care and Professional service Consultants to surface customer value and expansion opportunitiesProvide structured customer feedback to inform product and proposition decisionsAbout You - ExperienceProven experience in Customer Success, Account Management, or Client Leadership roleProven experience with customer marketing and driving customer successExperience of managing a small teamExperience in a SaaS or technology company is favourableDirect ownership of commercial renewals and retention targetsExperience defending value against strong or feature‑led competitorsExposure to improving or automating customer operations (AI experience is a plus, not a requirement)Skills & AttributesCommercially confident — comfortable discussing price, value, and outcomesWill have some experience of customer marketing channels and improving customer successAble to challenge customers constructivelyStrong stakeholder management at senior and executive levelsStructured, proactive, and data‑ledComfortable leading small teams and improving efficiencyMindsetYou see Customer Success as a revenue functionYou actively look for ways to remove low‑value manual workYou are excited by using AI to improve efficiency and insightYou thrive in growing, resource‑lean environmentsParamount is a passion for delivery of excellent customer service and pride in gaining high level feedbackWhat We OfferA high‑impact leadership role with direct influence on revenueFlexible working arrangements ( 3:2 hybrid, flexible start times )Supportive, collaborative team environment.23 days holiday + Bank HolidaysFree parking in Central NorthamptonCompany Pension SchemeWhat Success Looks Like (First 6–12 Months)Drive and deliver on a plan to demonstrate Gold-Vision value through marketing channels identified such as social, webinars, customer communications and events.Improved gross and net revenue retentionClear, accurate renewal forecasting with fewer late stage surprisesReduced churn driven by early risk identificationIncreased expansion revenue from existing customersA Customer Success function focused on outcomes and customer valueWorker Type:RegularNumber of Openings Available: 0
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