Customer Success Team Leader

  • 63 Newington Causeway, London SE1, UK
  • Full-time

Company Description

Who are we?

BlueOptima is a company built on transparency, collaboration and accountability. We provide organisations with an objective, data driven insight into developer efficiency and how we operate internally is a direct reflection of this.

We are a team made up of tenacious, ambitious and hungry individuals, who strive to constantly improve and pull together to achieve our ambitious goals. Our company values and genuine family-feel working relationships lead to a working culture of collaboration, learning, autonomy and high performance.

Our Product

BlueOptima provides industry-leading objective metrics in software development using our proprietary Coding Effort Analytics; enabling Fortune 500 organisations to deliver better software, faster and at a lower cost. Our technology is deployed by global enterprises to drive value from their software development activities, where we are working with C-Level Executives of 12 of the Fortune 50 Companies, 4 of the top 10 largest banks by Market capitalisation and 6 of the S&P 50 Companies (by revenue).


Founded in 2006, BlueOptima is a profitable, high-growth independent software company with six global locations: HQ in London and 5 additional offices in India, Mexico and the US.

Job Summary

We are looking for a Customer Success Team Leader based in London who will work directly with our largest clients and lead a growing team of 3 Customer Success Managers. The successful candidate will be passionate and driven about Customer Success and responsible for driving advocacy, growth and value realisation. Reporting to the Head of Customer Success, the individual will provide input to the strategic direction of the department and be responsible for achieving KPIs within their team. The individual will build senior relationships with clients and produce strategic success plans, maximising the value of BlueOptima. 


      Job Description

      Responsibilities and Duties

      • Lead a team of Customer Success Managers/Representatives, providing expert support and guidance in all aspects of the role. 
      • Responsible for retaining and growing revenue of an individual and team portfolio; able to identify, demonstrate the value and close cross sell and up-sell opportunities. 
      • Act as a point of escalation internally and to clients, bringing a mature approach to resolve issues. 
      • Set structured individual development plans and provide input to department OKRs.
      • Proactively Engage and advise senior technology leadership of clients on our data and the value it provides.
      • Excel at solving clients' issues, requiring in-depth knowledge of the product and advanced relationship management.
      • Coordinate commercial and legal documents with clients and provide assistance to the team.
      • Solve clients operational challenges whilst keeping strategic goals in mind



        Key Skills & Experience

        • Degree in a technology related discipline with demonstrable technical experience. 
        • 3+ years working in a Customer Success role, management experience preferred.
        • Strong communication and presentation skills with experience in senior executive engagements. 
        • High attention to detail and willingness to get involved in problems and find solutions.
        • Drive and motivation to succeed in a high growth environment with opportunities to expand your skills
        • Strategic mindset, driving Customer Success initiatives through to completion.
        • Goal-driven attitude to tackle big problems and deliver solutions for great customer experience in an enterprise setting
        • Good self-management and organisation to balance time across multiple clients
        • Drive and motivation to succeed in a high growth environment with opportunities to expand your skills

        Additional Information

        Why work for us?

        • SaaS product with a strong value proposition, even through COVID-19
        • Profitable growth at 100% YoY - revenue and company headcount 
        • Inclusive and collaborative working culture
        • Organic company headcount growth, resulting in advances in management
        • Annual company meet-ups
        • Autonomy and fully accountable for your own successes
        • Part of a tight knit company, where your efforts have a significant contribution, and are recognised and rewarded


        Interview Process

        Our recruitment process comprises three stages to practically assess candidates’ abilities:

        1. Send your CV, including a paragraph about why you’re a great fit for the role. 
        2. If you are shortlisted, we’ll ask you to complete a work sample to gauge your skills and ideas, and you will need to complete a short piece of written work. 
        3. If this work is to a high standard, we will invite you to a series of interviews. If you’re successful, you’ll be invited to a group final interview.