Customer Success Lead Required in London - London

Customer Success Lead Required in London

A fast-growing SaaS business supporting UK accounting firms is transforming how AML compliance is managed. The platform streamlines client onboarding, ID verification, risk assessments, monitoring, and training, enabling firms to remain compliant with significantly reduced administrative burden.

The business is focused on delivering a seamless, efficient, and confidence-driven compliance experience, and is now looking to strengthen its Customer Success function.

Role Overview

The Customer Success Lead will take full ownership of the post-sale customer journey, from closed won through to successful onboarding, adoption, and long-term retention.

This is a hands-on, commercially minded role, focused on driving customer engagement, delivering effective onboarding and training, and building scalable processes that ensure consistent customer outcomes. The position requires a proactive individual who can bring structure to evolving processes while maintaining a strong customer-first mindset.

Key Responsibilities

Own the end-to-end onboarding experience, from handover through to successful adoption
Drive a high volume of onboarding interactions, prioritising live sessions over email where possible
Deliver clear, practical, and engaging onboarding and training sessions
Support customers in onboarding their own clients efficiently and effectively
Manage customer support processes, with a focus on scalability and autonomy
Develop and enhance customer education resources, including online training and help centre content
Maintain a commercial mindset across all customer interactions, focusing on outcomes and value
Build and refine systems and processes to reduce cost-to-serve
Collaborate cross-functionally with Sales and Product teams to improve the overall customer journey
Leverage data to continuously improve onboarding, support, and retention performance

Required Skills and Experience

Experience in a customer-facing SaaS role such as Customer Success, Onboarding, Implementation, Account Management for Accounting or AML Focused Software vendors.
Strong communication skills with confidence leading customer meetings
Commercial awareness with a focus on measurable outcomes
Structured and process-driven approach to problem-solving
Technical confidence, including the ability to work with data (e.g. CSV files)
Proactive mindset with the ability to drive momentum and follow through on actions

Desirable Experience

Exposure to accounting firms, compliance workflows, AML, KYC, identity verification, or workflow software
Experience operating in a scaling SaaS environment

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https://www.linkedin.com/jobs/view/4385001980/?

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