Client Success Team Lead - eLearning Solutions

Our client is a global leader in the provision of knowledge solutions, especially eLearning.The business is global, long established, profitable, stable and well run.We are looking for someone who can act as a strategic partner to the Chief Revenue Officer while leading the day-to-day performance of the Client Success team.You will oversee a small but high-impact team across London and one other overseas site, allocating accounts, driving renewals, strengthening client relationships, and building a scalable operating model as the business expands. This is a hands-on leadership role suited to someone who enjoys both directing the team and being directly involved in key client conversations.The mandate is clear: ensure the clients receive sustained value from the solutions, renew with confidence, and expand their relationship.Key Responsibilities1. Strategic Partner to the CROTranslate high-level commercial goals into clear operational priorities for the Client Success team.Act as the CRO’s extension in day-to-day team leadership and client oversight.Ensure performance, priorities, and risks are visible, managed, and escalated appropriately.Help shape the operating model, resourcing, reporting cadence, and success metrics for the function.2. Renewals and Revenue GrowthOwn the end-to-end renewals process across enterprise accounts.Identify expansion and upsell opportunities, collaborating with Sales where needed.Maintain clear renewal forecasting and risk visibility through CRM.3. Client Relationship ManagementBuild strong senior relationships across key accounts.Lead QBRs and strategic value conversations.Intervene early to address disengagement, risk, or service challenges.4. Team Leadership & DevelopmentManage and coach the Client Success team to consistent, outcome-driven performance.Ensure workloads, priorities, and standards are aligned and enforced.Support hiring and onboarding as the team expands.5. Operational Excellence & Process LeadershipImprove the maturity of CS operations, reporting, and CRM discipline.Introduce playbooks, workflows, and repeatable practices as the function scales.Partner cross-functionally with Sales, Product, and Delivery to ensure alignment and value creation.Success MeasuresRenewal rate and Net Revenue Retention performanceTeam productivity, consistency, and growthStrength and durability of client relationshipsQuality and adoption of CS processes and reportingPositive stakeholder feedback from Sales, Delivery, and ProductIdeal ProfileExperience leading Client Success or Account Management teams in a B2B, SaaS, professional services, or enterprise learning environment.Strong commercial confidence in renewals, negotiation, and account growth.Comfort operating as a strategic operator with hands-on delivery responsibilities.Skilled at building structure, accountability, and rhythm in a scaling environment.High emotional intelligence and strong executive communication skills.Why this role mattersThis role is central to how we protect and grow our client relationships. The person in this position will help shape the operating model of Client Success as the company scales, with a runway toward broader leadership responsibility.The Offer:Competitive base salary of circa £55k with the ability to earn a further £10k on top.Recognition and rewards that celebrate both experience and exceptional performance.Opportunity to learn and grow with the support of experienced high achievers by spending 4 days in the City of London office each week.Opportunities for international travel to engage with our global client base.Strong career development programs and leadership opportunities.Access to ongoing professional development and educational resources.