Haystack
Customer Success Lead
United Kingdom
Posted about 18 hours ago
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We're hiring on behalf of a Haystack partner!
The Role
- Lead and develop a team of Customer Success Managers across EMEA, driving performance against retention and growth targets.
- Coach the team on strategic account planning, executive engagement, and QBR excellence.
- Support complex renewals, escalations, and enterprise-level conversations.
- Partner with Sales on forecasting, pipeline visibility, and regional account strategy.
- Serve as the senior point of escalation for complex regional accounts, leveraging extensive experience with senior marketing executives and C-suite stakeholders to secure renewals and mitigate churn risk.
- Manage a portfolio of 10–15 strategic commercial customers, building strong executive relationships and acting as a trusted advisor.
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What You'll Need
- 7+ years of experience in Customer Success, Account Management, or related roles within SaaS or MarTech.
- 2+ years of people management or team leadership experience.
- Proven track record managing commercial-level customers with complex stakeholder structures.
- Demonstrated success driving renewals, retention, and expansion revenue.
- Strong commercial acumen and experience supporting contract negotiations.
- Strong understanding of digital marketing technologies (SEO, SEM, content marketing, analytics, CRM, marketing automation).
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What's On Offer
- Competitive annual salary (salary not specified in original description) plus uncapped commissions.
- Opportunities for fast-forward and continuous career growth with high promotion rates.
- Access to world-class enablement programs, including bootcamps and President's club.
- A role within a global team spread across 40+ locations.
Apply via Haystack today!
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Skills
Customer Success Management
People Management
Strategic Account Planning
Executive Engagement
Churn Mitigation
Contract Negotiation
Retention Management
Expansion Revenue
SaaS
MarTech
SEO
SEM
Content Marketing
Analytics
CRM
Marketing Automation
Location