Customer Success Lead

Summary

Join a high-performing, remote-first tech scale-up as their Customer Success Manager. You will drive customer success, manage the customer lifecycle, and build a high-performing team. Responsibilities include maximizing engagement and retention, owning account health and renewals, and collaborating with Data Protection Experts and the Product Team. The ideal candidate has 5+ years of experience in a customer-focused SaaS role, a proven track record in driving renewals and upsells, and strong leadership and collaboration skills. This pivotal role offers unparalleled professional development opportunities and is part of the Management Team, reporting to the Founder and CEO. The company offers a competitive package, flexible work environment, and various benefits.

Requirements

• 5+ years of experience in a customer-focused role within a fast-paced SaaS startup or scale-up
• Proven track record in driving renewals, negotiating contracts, boosting retention, and identifying upsell opportunities
• Master of execution —a structured project manager who turns plans into action with clear, measurable steps
• Data-driven decision-maker —skilled in defining and tracking metrics to maximise long-term customer value
• Team builder & leader —experienced in managing high-performing teams across customer success, support, and account management
• Cross-functional collaborator —proven experience in working seamlessly with other teams to align strategy and drive results
• Customer-first mindset —a natural communicator who advocates for customers and builds strong relationships
• Self-starter —thrives in fast-moving, ever-evolving environments who gets things done
• Hands-on problem solver —willing to roll up their sleeves, tackle challenges head-on, and proactively remove roadblocks
• Tech-savvy & innovative —embraces new tools and takes an experimental approach to improvement
• Alignment with our values: Brave, Diligent, Empathetic, Personal & Professional Growth Mindset, Quirky

Responsibilities

• Drive success for Trust Keith’s customers by overseeing Trust Keith's customers at different points in their lifecycle
• Maximise engagement and retention by managing the customer journey, collaborating with Data Protection Experts and supporting product adoption, ensuring customer needs are met with clear next steps and journey visibility
• Own Customer Account Health by reporting on their health status (Red/Amber/Green), conducting regular reviews with our Data Protection Experts to assess risks and opportunities of their customer portfolio, and lead on remediation plans for at-risk (Red) accounts in collaboration with the Expert to drive account recovery
• Own account renewals and expansion by collaborating with our Data Protection Experts to support achieving growth, retention, and upsell goals
• Own the onboarding of new customers to Trust Keith, ensuring a smooth customer experience and fast time to value
• Own customer success reporting and KPIs, providing key insights to the Management Team to drive decisions and continuous improvement
• Be the voice of the customer - collect NPS and CSAT feedback, ensuring insights reach the right teams, and close the loop with customers for continuous improvement
• Scale our Customer Success function by refining processes, building playbooks, and growing a high-performing team
• Collaborate closely with the Product Team, sharing feedback and suggested improvements on the development of Trust Keith’s product
• Collaborate closely with our in-house Data Protection Expert to ensure our experts deliver top-tier advice to customers that aligns with their business goals

Preferred Qualifications

Bonus points for experience managing professional services

Benefits

• A team that cares about you and your development, professionally and personally
• A fast-paced, energised startup culture where you can make a real impact
• Competitive package based on experience
• A fast-paced, energised culture where you can make a real impact
• A team that cares about you and your development, professionally and personally
• 25 days of annual leave + UK Bank Holidays + 3 days off over Christmas
• Company laptop - get a new shiny MacBook to use for your daily work adventure
• L&D budget - £300 per year
• Flexible work environment - we’re a remote-first business
• Working from home budget - to help you set up your home office
• Work from Anywhere - for up to 42 days (6 weeks) each year
• Enhanced Company Sick Leave
• Enhanced New Parent Leave - regardless of gender or gender identity
• Pension - contributions to your retirement pot every month
• Monthly Company Meet-ups - to spend time with the wider company in person