Sales Support Leader

• Are you interested in leading and developing a Customer Success organization, shaping strategy, growing future leaders, and helping customers realize lasting value?
• Would you enjoy partnering with Sales leadership to create a unified customer-facing organization while influencing business performance, customer value, and long-term success?

Practical Information

Location: London, UK | Work Arrangement: Hybrid | Contract type: Full-time | Reports to: UK Sales Leader | Visa Requirements: Valid visa for UK | Language Requirements: Fluent/professional English, written and verbal

As our Sales Support Leader, you will define the strategy, operating model, and direction of our Customer Success function, ensuring exceptional customer outcomes and sustainable business growth. You will lead and develop high-performing teams while aligning Customer Success, Sales, Account Management, and delivery functions to create a seamless customer experience. Working closely with Sales Leadership, you will help Customer Success and Sales operate as one customer-facing organization with shared accountability for customer value, retention, satisfaction, and growth. Through strong leadership, governance, and continuous improvement, you will strengthen organizational effectiveness and customer success across the business.

Key responsibilities

• Functional Leadership & Organisation Design
  • Lead and continuously evolve the Customer Success function, operating model, and organisational structure to support business growth, customer segmentation, scalability, and customer outcomes.
  • Own workforce planning, resource allocation, governance, and performance frameworks, ensuring clear accountability and effective alignment between Customer Success and Account Management teams.
• Sales Alignment & Business Partnership
  • Partner closely with Sales Leadership to operate as a unified customer-facing organisation with shared accountability for customer value, retention, renewals, growth, and advocacy.
  • Establish aligned goals, engagement models, and decision-making processes while ensuring customer insights, risks, and growth opportunities are effectively communicated and acted upon.
• Customer Experience & Customer Success Strategy
  • Define and execute the Customer Success strategy, operating standards, and governance that deliver consistent, high-quality customer experience across all customer segments.
  • Drive customer satisfaction, retention, and value realisation through effective lifecycle management, customer insights, continuous improvement, and executive sponsorship of critical customer situations.
• People Leadership & Capability Development
  • Build and lead a high-performing Customer Success organisation through coaching, performance management, succession planning, and leadership development.
  • Foster a culture of learning, collaboration, innovation, and inclusion while ensuring the function has the skills and capabilities required to meet evolving customer and business needs.
• Governance, Performance & Operational Excellence
  • Define and monitor key performance measures across customer, operational, and organisational outcomes, promoting consistency, accountability, and business impact.
  • Drive operational excellence through governance, standardised processes, reporting, data quality, performance insights, and continuous improvement initiatives.