Job Description

Customer Success Lead
Be part of a fast-growing tech company driving real-world impact through video technology.
About the company

• A leading innovator in body-worn video and cloud-based solutions, with customers in over 40 countries
• Trusted by law enforcement, local government, retail, and private sector organisations
• Committed to creating safer environments through cutting-edge technology and purposeful innovation
• UK-based with a strong global footprint and an ambitious growth trajectory

• Lead the Customer Success function with a dual focus: hands-on strategic account management and team-building
• Personally manage high-value, high-profile customers to ensure adoption, satisfaction, and long-term success
• Act as a senior escalation point and lead executive-level engagement and success planning
• Build and scale the Customer Success function, including hiring, playbooks, segmentation strategies, and success metrics
• Work cross-functionally with Implementation, Support, Product, and Sales to deliver seamless experiences
• Own the customer lifecycle post-onboarding with a focus on retention, engagement, and value realisation
• Identify signals for expansion and collaborate closely with Account Managers on growth opportunities
• Define and track key performance metrics such as NPS, Net Retention, and Time to Value

• 5+ years Customer Success experience within a SaaS or hardware/software blend start-up or scale-up
• Have built a Customer Success function from the ground up, including writing a CS playbook, implementing processes and systems and building teams
• 2+ years proven experience in leading and managing a successful Customer Success team
• Proactive, analytical, and data-driven with a clear focus on outcomes and continuous improvement

• Up to 80k base + 20% commission, uncapped
• HYBRID - South West London (2/3 days p/w)
• Private Medical Insurance for your health and peace of mind
• Birthday off - celebrate your day, your way
• Holiday purchase scheme - buy up to 5 extra days