Customer Success Lead
Location:
United Kingdom (Remote, with travel to Oxfordshire HQ as required)
Department:
Customer Success / Sales
Type:
Full-Time
Are you obsessed by customer experience? Does the idea of shaping a new Customer Success function in an ambitious UK-based SaaS business excite you? Are you equally comfortable with big-picture thinking and getting stuck into every day operational tasks?
If so, the team at Predatar is on the hunt for someone just like you.
About the Role
The role is for a Customer Success Lead. You’ll be responsible for ensuring that our customers around the world are getting maximum value out of their Predatar subscription at every stage of their journey – from onboarding right through to contract renewal.
Your success will be measured on platform utilisation, customer satisfaction, and retention – but you’ll need some commercial fangs too, because finding and closing upsell and cross-sell opportunities will be an important KPI for this role.
A collaborative mindset and ability to work flexibly is essential. We’re a remote-first team, but we value regular face-to-face interactions, so be prepared to join us at Predatar HQ in Oxfordshire from time-to-time.
Key Responsibilities
- Own and manage the entire customer lifecycle, including customer onboarding, expansion through to renewal
- Co-ordinate with product deployment engineers to minimise time-to-revenue
- Collaborate cross-functionally with Product Management, Sales, Partner Managers, Finance and Legal teams to ensure a seamless renewal experience
- Maintain a rolling 12 month renewal forecast across assigned segments or territories
- Identify risk signals early and implement strategies to secure on-time renewals
- Generate and close expansion opportunities such as upsells, cross-sells and add-ons through value-based customer conversations
- Handle escalations and inquiries related to renewal terms, pricing, and contract modifications
- Continuously refine and improve internal playbooks and renewal processes
- Support the development of key retention metrics and reporting dashboards
Your Experience & Skills
- Minimum 5+ years’ experience in a customer-facing role, ideally within a SaaS or fast-paced IT services environment
- Proven track record of owning and delivering renewal outcomes
- Confident communicator with excellent negotiation and influencing skills
- Comfortable working with CRM systems and forecasting tools
- Ability to thrive in a fast-paced, team-oriented and remote-first work environment
- Strong attention to detail, with the ability to juggle multiple priorities
- Self-starter mindset, proactive and results-driven
Preferred (Not Essential) Experience
- Working in cross-functional teams (e.g. sales, finance, legal, customer success) to close renewals
- Managing customer escalations related to contracts or pricing
- Familiarity with value-based selling and/or customer expansion strategies
- Previous experience in a home-based role with high autonomy
What Predatar Can Offer You
- Regular virtual and in-person team meetups
- A chance to be part of a growing, innovative UK tech company
- Competitive salary and benefits package
- Performance-based bonus scheme
- Opportunities for personal and professional development
- Supportive, collaborative team culture
- A remote-first role with flexibility and trust
Want to apply?
Thanks to an avalanche of brilliant applications, we’ve had to close the doors on this role before we get so buried in paper we cannot find our way out of the office to go home. We’re now deep in the exciting (and coffee-fuelled) process of reviewing candidates. If you missed your chance this time, don’t worry, there’ll be more opportunities to join the Predatar adventure in the future.
In the meantime, have a wander around our website and follow us on LinkedIn to keep up with what we’re up to.
