Customer Success Lead

The Strategic Account Manager role involves establishing and nurturing long-term relationships with government customers to drive growth. This includes developing account strategies, identifying opportunities, and ensuring solutions meet evolving customer needs.

This position is responsible for leading a team of account managers, fostering collaboration and guiding professional growth to ensure the team thrives together.

The successful candidate will be responsible for driving commercial account initiatives, connecting across the business, and creating a culture focused on customer success, retention, and sustainable growth.

This role reports to the Global VP, Regulatory Solutions and includes people management responsibilities.

• Provide leadership to a high-performing team through hiring, support, and development.
• Act as a trusted advisor and Account Manager for key customers, building strong, long-term relationships with stakeholders and executive sponsors.
• Develop and execute strategic account plans to achieve revenue, customer satisfaction, and growth objectives.
• Drive customer success, retention, and value delivery through regular reviews, performance analysis, and feedback.
• Identify and pursue new business opportunities within existing accounts and through customer acquisition, including upselling and cross-selling.
• Lead business and service reviews, aligning on strategic initiatives and performance outcomes.
• Negotiate and manage commercial agreements and contract renewals to ensure strong, mutually beneficial partnerships.
• Provide domain expertise in the public sector and regulated industries, delivering actionable insights and value.
• Resolve escalations promptly to maintain customer trust and confidence.
• Analyse customer metrics, market trends, and feedback to inform growth and product/service improvements.
• Collaborate cross-functionally with teams to ensure excellent delivery and deeper customer engagement.

• Strong understanding of SaaS solutions and experience with project delivery, maintenance, and support services.
• 8+ years' experience in account management, business development, or similar roles in a commercial environment.
• Proven track record of managing large accounts and driving meaningful revenue growth.
• Proven success in leading teams and supporting individuals to reach their full potential.
• Consultative approach, with a willingness to listen, understand, and navigate complex challenges.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Excellent communication, presentation, and influencing skills at all levels, including executive and C-level stakeholders.
• Highly self-motivated, with a strong focus on customer success and solution delivery.
• Organised and proactive, skilled in tracking issues, planning, and executing account strategies.
• Ability to collaborate effectively within a regionally diverse team.
• Strong negotiation skills, including experience handling commercial and contractual matters with support from internal legal teams.

We are committed to creating a workplace where everyone can thrive. Our company offers a supportive community that connects, empowers, and amplifies the voices of women across the business. We also have a mentoring program that pairs employees with experienced leaders, helping to build confidence, develop new skills, and support career growth.

We value diversity, learning agility, and diverse perspectives just as much as experience. If you do not tick every box, we encourage you to apply.

We recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by our values.

We are an equal opportunity employer, and we do not discriminate based on any protected characteristics or on any other basis prohibited by applicable laws in the regions where we operate.

To ensure a positive experience, please inform our Talent Team of any adjustments or accommodations you may require during the recruitment process, so we can support you effectively.