Customer Success Lead

Posted: 1 week ago

Package: Competitive

Contract Type: Full Time

Location: Edinburgh, Scotland

This job was posted by DirectID, By The ID Co.. A member of the FinTech Alliance Community.


At The ID Co. our customer success is our success. As the Customer Success Lead, you will manage the activities that help us partner with our customers to deliver predictable outcomes and experiences for their clients and predictable growth for their business.

You will understand customer outcomes through ongoing collection, analysis of data and feedback and turn this into onboarding, retention strategies, and feed these into the product road map. You’ll be involved in all aspects of support, account management, demonstrating the product updates, educating customers and more.

You will also be responsible for the Customer Success Team (currently 4 team members) which includes overall responsibility for management of customer accounts, technical support and data quality and will have overall responsibility for the ID Co’s portfolio of customers


Role Responsibilities

  • Lead and mentor the Customer Success Team
  • Oversee Customer Support, Operations and Data Quality functions ensuring the team is working together to achieve the Customer Success Team KPIs
  • Work with the Execs and Team Leads on strategic and tactical planning to make sure the company achieves its business goals
  • Design or improve processes and procedures, constantly review and improve documentation to make sure the Customer Success Team is fully enabled to provide excellent service to a growing number of customers
  • Collaborate closely with team members support renewals and expansion opportunities
  • Gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements
  • Oversee customer onboarding process following contract completion through to launch and ongoing support throughout the duration of the customer lifecycle
  • Ensure the required metrics and reporting is in place to deliver useful insights that can prompt relevant actions and interventions where required e.g. NPS, SLAs, Data Quality reporting
  • Liaise with the Marketing Team to put in place timely and relevant customer communications
  • Liaise with the Product Team to provide customer feedback and act as the internal ‘customer voice’ in development and product roadmap discussions, communicating product updates to the customer base.



  • Strong leadership skills with experiencing managing both external and internal stakeholders
  • A solid level of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role in Fintech, SaaS business or similar and experience of working in a high growth, fast pace technology start-up environment
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive executive presence and communication abilities with strong consultation skills
  • Ability to create structure in ambiguous situations and design effective processes
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Technology savvy and competent in MS Office/CRM/Web based productivity tools (Zendesk, Slack, Confluence, and the like)
  • Flexibility to travel within the UK and internationally when necessary



  • Comfortable seeking and giving feedback to enable setting of high standards in the team
  • Proactive in engagement both externally and internally
  • Able to handle difficult situations confidently with a win/win ethos always in mind
  • Able to juggle tasks calmly and effectively with a view to continuously improving quality of results/service
  • Willing to go the extra mile and be a role model


See more about working for The ID Co. on our site here:

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