The Implementation and Customer Success Leader is responsible for leading and developing the Customer Success and Implementation (CS&I) function to deliver consistent, high‑quality customer outcomes across both pooled and managed book of business models
Job Summary
The Implementation and Customer Success Leader is responsible for leading and developing the Customer Success and Implementation (CS&I) function to deliver consistent, high‑quality customer outcomes across both pooled and managed book of business models.
This role ensures customers are successfully onboarded, adopt solutions effectively, and realise ongoing value.
The Customer Success Leader drives strong team performance, scalable service delivery, and customer‑centric practices, while partnering closely with Sales, Enablement, Product, Support, and Operations.
Matching Summary
The Implementation and Customer Success Leader is responsible for leading and developing the Customer Success and Implementation (CS&I) function to deliver consistent, high‑quality customer outcomes across both pooled and managed book of business models.
Skills & Requirements
Must-have
leading customer success and implementation
driving scalable customer success outcomes
customer-centric practices
SaaS, financial services, or technology-enabled service environments
data-driven mindset
Nice-to-have
innovative and ambitious
empower employees to bring ideas
real impact on business
advocate for what matters to clients
Key Requirements
Proven experience leading Customer Success, Client Services, or Account Management teams
Experience operating across pooled and managed account models
Strong written and verbal communication skills
Strong problem-solving skills and attention to detail