Buildots Customer Success Team Lead 

United Kingdom, England, London 

227736843

What you'll do:

• Lead, coach, and develop a high-performing team of Customer Success Managers
• Oversee customer onboarding, adoption, and success across the team’s portfolio
• Define and track team and individual KPIs to ensure alignment with business goals
• Own CS operations, including CRM systems (Planhat, Salesforce) and process implementation
• Proactively identify risk and manage escalations across the portfolio
• Drive the creation of impactful case studies and ROI storytelling for strategic accounts
• Build the Customer Success playbooks for the CS teams
• Collaborate cross-functionally to shape scalable initiatives and customer success best practices - particularly manage the feedback product and ensuring clear follow-up on product roadmap with clients
• Build trusted relationships with key projects to support retention and expansion

Requirements

• 4+ years of experience in a B2B customer-facing role
• 3+ years of experience managing a Customer Success team
• Strategic & entrepreneurial mindset – You don’t just follow playbooks—you create and refine them. You thrive in early-stage startups, move fast, and build scalable processes. You take ownership, anticipate challenges, and drive impact.
• Strong operational and analytical skills, with a proactive approach to improvement
• Cross-functional leadership – You partner effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives, drive retention, and fuel expansion.
• Exceptional communication & executive presence – You are clear, concise, and persuasive in writing, speaking, and presentations. You can influence stakeholders at all levels, from C-suite executives to frontline team members.
• Proficiency with CS platforms, ideally Planhat and Salesforce
• Experience training and developing CSMs
• Familiarity with the construction industry is a strong plus or a high touch/low tech SAAS