Commercial Customer Success Team Lead

The Role

As the Team Lead of Customer Success for the Commercial Segment in EMEA, you will play a dual role. Leading and supporting a group of Customer Success Managers focused on Commercial customers across the region. Acting as the Customer Success Manager for a portfolio of Key Commercial accounts, directly owning their post-sale success.

You will guide the team in managing the customer lifecycle—from onboarding to renewal—while maintaining a strategic lens on regional customer health, risks, and opportunities. Your leadership will help ensure platform adoption, value realization, and overall retention and growth across the Commercial segment.

Location: London (Hybrid)

What You’ll Do:

Lead & Develop the Team

• Provide day-to-day coaching, support, and mentorship to Customer Success Managers across EMEA.

• Foster a collaborative, customer-centric culture focused on excellence and continuous improvement.
   

Oversee Commercial Customer Health (EMEA)

• Monitor customer health trends across the EMEA Commercial segment, identifying risk patterns, expansion opportunities, and areas for operational improvement.

• Partner with cross-functional teams to address regional challenges and enhance the overall customer experience.
   

Own Key Commercial Accounts

• Serve as the primary CSM for a group of strategic Commercial customers.
  Drive platform adoption, deliver measurable business outcomes, and manage renewals and expansion conversations.
   

Execute for Segment Success

• Support the team in executing scalable customer success strategies aligned with retention (GRR) and growth (NRR) targets.

• Ensure consistent delivery of high-quality engagement across the segment.
   

Refine & Improve Processes

• Collaborate with CS Operations and leadership to optimize processes and tooling for the Commercial Segment.

• Implement best practices and drive operational consistency across the team.
   

Champion Customers & Support Escalations

• Act as an escalation point for your team’s Commercial accounts.

• Advocate for customer needs by collaborating with Sales, Product, Support, and other internal teams.
   

What You Bring:

• Effective Team Leader: Passionate about developing talent and creating a high-performing, positive team environment.

• Strategic & Analytical: Skilled at interpreting data to assess customer health, forecast trends, and guide team execution.

• Customer-Obsessed: Deeply empathetic to customer needs and committed to driving their success.

• Operationally Excellent: Strong at building repeatable processes, managing KPIs, and driving efficiency.

• Hands-On & Accountable: Comfortable balancing people leadership with direct customer ownership.

• Technical acumen: Strong, hands-on understanding of the modern data stack: cloud data warehouses (Snowflake, BigQuery, Redshift), ETL/ELT concepts, and data modeling.

Qualifications:

• 4–6+ years in customer success or account management in a B2B SaaS environment.

• 1–2+ years in a team lead, mentorship, or formal management role.

• Experience managing Commercial or mid-market customer segments, ideally across EMEA.

• Strong understanding of SaaS customer lifecycle metrics (Churn, GRR, NRR, CSAT).

• Hands-on experience working with data analytics or business intelligence tools, with the ability to guide customers in deriving insights and driving adoption.

• Demonstrated ability to lead projects, drive process improvements, and influence cross-functional stakeholders.

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