TalentCo
Customer Success Lead (Hospitality SaaS / Hybrid)
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About the Role
We're excited to be partnering with a VC-backed hospitality tech scale-up that is growing its Customer Success function. As part of this expansion, they're looking to make their first ever Customer Success hire, a brilliant opportunity to come in, shape the function from the ground up, and make it your own.
Reporting into the leadership team, you'll serve as a trusted partner to a portfolio of clients in the hospitality space, driving product adoption, satisfaction, and long-term retention. This is a fantastic opportunity for a customer-obsessed operator who thrives in a fast-paced, high-growth environment and wants genuine leadership in a scaling business.
You'll be joining a team of 40, based in London, working in a hybrid model with 3 days per week in the office and 2 days from home.
Responsibilities
As their Customer Success Lead, you will:
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- Lead and grow a team of Customer Success Managers
- Own and nurture a portfolio of client relationships, acting as a trusted partner deeply embedded in their business goals, operations, and challenges
- Drive product adoption by identifying training needs, promoting best practices, and proactively guiding clients through the platform
- Develop and deliver communication strategies that keep clients informed and engaged around new features, updates, and opportunities
- Identify upsell and expansion opportunities by analysing client workflows and growth plans, collaborating closely with the Sales team
- Act as the voice of the customer, gathering product feedback and working with the Product team to influence roadmap decisions
- Monitor client health metrics, maintain accurate CRM records, and work cross-functionally to mitigate churn risk
Requirements
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We would love to hear from you if:
- You have 3+ years of experience in a customer success or account management role
- You have managed a team before
- You're a natural problem-solver with excellent communication skills, able to explain complex concepts clearly to non-technical audiences
- You take ownership of your work and are motivated by helping customers succeed and grow
- You're proactive, inquisitive, and customer-obsessed, always looking to strengthen trust and deliver exceptional support
- You have experience leading operational projects within or for a business
- A background in hospitality or leisure operations is a bonus
Benefits
- £60k-£80k salary
- Hybrid setup, 3 days in the London office and 2 days from home
- Private health insurance
- 26 days annual leave + bank holidays
- Weekly team lunches and regular company socials
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