Customer Success Lead

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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.

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.