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Department: Commercial
Employment Type: Full Time
Location: London
Reporting To: Amy Elderfield
Description
We are seeking an experienced Customer Success Manager – Team Lead to join our London-based Customer Success team. This is role, combines ownership of a small portfolio of customer accounts with leading a team of Customer Success Managers. You will be responsible for driving retention, engagement, user growth and long-term customer value, while setting clear standards for how the team delivers across the customer lifecycle.
In this customer-facing leadership role, you will coach and support CSMs to deliver proactive onboarding, tailored success planning, health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will lead by example through strong relationship management, commercial awareness and customer success expertise, helping customers achieve their objectives while supporting wider business goals.
You will act as a trusted partner to customers and a strong internal collaborator, sharing customer insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience. The role is suited to someone with strong Customer Success platform experience e.g. Gainsight/ChurnZero/ Planhat and to an individual who enjoys developing others, creating consistency in delivery, and using customer data, team insight and commercial judgement to improve retention outcomes.
Key Responsibilities
- Leading and developing the team through coaching, feedback, guidance and development planning, helping CSMs strengthen their customer success practice and commercial confidence.
- Setting clear standards for customer delivery, ensuring the team creates and executes tailored success plans and customer journeys that support retention, adoption and engagement.
- Overseeing onboarding quality, supporting the team to deliver timely, effective onboarding that is adapted to each customer’s workflow, priorities and business objectives.
- Driving proactive customer health management, using usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear next steps.
- Supporting complex customer situations, including escalations, renewal risks, negotiations and strategic account planning.
- Enabling strong customer relationships, guiding the team on how to engage key users, decision-makers and commercial stakeholders effectively.
- Partnering with Sales and other commercial teams on renewal support, solution recommendations and growth opportunities, including cross-sell, upsell and CSQLs.
- Representing the voice of the customer by sharing feedback, trends and insight with Product, Content, Support and other relevant teams.
- Embedding quality and consistency across QBRs, success planning, documentation, customer communications and use of the Customer Success platform.
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Skills, Knowledge, and Expertise
The Successful Candidate Will Have
- 1–3 years’ experience managing, supervising or formally coaching a Customer Success team, ideally within a B2B SaaS, subscription or information-services environment.
- Experience working with Customer Success platforms such as ChurnZero, Gainsight or Planhat, including using data, workflows and reporting to support consistency and team performance.
- Strong strategic relationship-building skills – able to represent the team with senior stakeholders and clients.
- Expert communication and storytelling skills – able to influence both internal and external audiences.
- Mastery of Customer Success methodologies and metrics – including customer health, churn dynamics, renewal levers and lifecycle strategies.
- Advanced analytical and problem-solving skills – guiding the team to interpret data and act on leading indicators.
- Highly developed organisational and planning capability – balancing team priorities, escalations and cross-functional projects.
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
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Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
Start Of Employment
- Eye care
- Employee Assistance Programme
- A day off for your birthday
After 3 Months Employment
- Pension (4% employer contribution and 4% employee contribution)
After 4 Months Employment
- Life assurance
After Probation
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
After 1 Year Service
- Private healthcare
Additional Perks
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
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