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Team Lead – Customer Success Team

Be part of something amazing.

Team Lead – Customer Success Team

Posted on: June 1, 2022

Contract type: Full Time

Location: Brighton, UK

Team Lead – Customer Success Team

Job description

Headquartered in Brighton, Sopro provides sophisticated digital marketing services to hundreds of businesses, from global brands to sector leaders and new entrants too.

We have spent seven years redefining B2B demand generation techniques and striving to prove that there are much more predictable, higher quality ways to harness new social networks in order to create demand and interest for relevant suppliers.

Voted Tech Company of the Year by Campaign Magazine, we’ve been busy collecting awards for our people, service, technology and business results. We are proud to be one of the UK’s fastest growing digital marketing agencies, but we want to grow more.

Sopro is part of the Sopro Group.

The Role

The Customer Success Team Leader role is focused on supporting, directing and leading a team of Customer Success Managers, Seniors & KAM’s to deliver strong levels of client retention and growth.

Looking to join our CS team?

Learn about our culture, career development and what it's like to be part of the Sopro team.

Key responsibilities
  • Responsible for the entire employee lifecycle, including recruitment and performance management.
  • Evaluate team performance and provide coaching and mentorship to individuals to ensure KPIs are met.
  • Developing strategies to promote team member adherence to performance goals and company targets
  • Manage escalations from direct reports.
  • Drive a deeper understanding among team members of client objectives and of key value drivers.
  • Continually seek opportunities to increase client satisfaction and take ownership of improvement projects end-to-end.
  • Work closely with the Head of Customer Success to drive improvements in the overall client experience and to drive revenue growth whilst mitigating client churn
  • Inspire strong staff engagement and foster a positive team culture.
  • Advocate for change: in how the Customer success team work, but also in other departments’ way of working, and collaborate with them to implement change.
  • Conducting team meetings to update members on best practice and expectations
  • In addition to team management responsibilities, the Customer Success Team Leader will be responsible for managing, retaining and growing a small portfolio of clients.
Requirements
  • Demonstrable record of people leadership and results
  • Strong skills as an influencer, coach, communicator and relationship builder
  • People-focused, with an empathetic, consultative approach to training, supporting or mentoring colleagues.
  • Confident decision maker who can effectively manage concurrent priorities and who is comfortable with ambiguity.
  • Strong track record of identifying opportunities to improve the client experience and ways of working.
  • Proven ability to effectively manage upwards and to build strong internal networks
  • High level of professional integrity
  • Passionate about Sopro with the ability to maintain a persistently positive attitude in the face of challenge.
About us

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.

Our values permeate Sopro Group through our behaviours, not only as people but across the business.

We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

What we offer

At Sopro Group, we invest in our people – they are what makes our company great, and we work hard to make sure everyone feels valued. Some of the perks we offer include:

  • Competitive salary.
  • Private healthcare insurance.
  • Profit share scheme.
  • Regular social events.
  • Flexible working – a mix of office and remote working environments.
  • Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented.

We employ some of the best talent we have ever come across, from our management team to our developers… through to our exceptional marketing and operations teams. Nobody grows without working with the best, and you will be working with the best from day one.

Think you're the person for this role?
Apply below and someone will be in contact soon.