The Customer Success Lead is a senior, customer-facing role responsible for building strategic relationships with key external accounts, driving account growth, and ensuring successful delivery of services and solutions.
This role acts as the primary interface between customers and internal teams, combining strong relationship management, commercial acumen, and operational coordination to maximise customer value, retention, and revenue growth. The incumbent will be accountable for developing account strategies, identifying growth opportunities, and ensuring alignment between customer expectations and delivery outcomes.
1. Client Relationship Management
- Serve as the primary point of contact for external accounts
- Build strong, long-term customer relationships
- Understand client business goals and challenges
2. Revenue Growth & Sales
- Identify new opportunities, upsell and cross-sell opportunities
- Develop and execute account growth strategy and plans
- Achieve revenue and margin targets
- Prepare proposals, and commercial costing / quotations till closure
3. Strategic Account Planning
- Create account plans with clear objectives and action steps
- Map key stakeholders and decision-makers
- Understand competitors and recent activities
4. Collaboration & Coordination
- Work closely with internal teams (solution team, operations team, contract team, finance & processes etc)
- Ensure timely delivery of products/services
- Resolve customer issues and escalate when necessary
5. Reporting & Forecasting
- Maintain accurate and up-to date opportunities records
- Provide sales forecasts and pipeline updates
Job Requirements:
- Bachelor's degree in Business, Marketing, Information Technology, or a related discipline.
- Minimum 10 years of relevant experience in Customer Success, Key Account Management, Sales, or Business Development
- Proven track record in managing external customer accounts and delivering revenue growth.
- Strong experience in:
-Account strategy and planning
-Opportunity and pipeline management
-Proposal development and commercial negotiation
- Demonstrated ability to handle end-to-end sales and customer engagement lifecycle.
- Experience working in cross-functional and regional environments with multiple stakeholders.
- Proficiency in CRM tools, pipeline tracking, and sales forecasting.
- Strong commercial, analytical, negotiation, and presentation skills.
- Ability to work independently, manage multiple priorities, and operate in a dynamic environment.
