Customer success Team Lead
Soldo
Customer Service, Sales & Business Development
London, UK
Posted on May 23, 2025
Job Description
Soldo is the proactive spend management solution that frees progressive businesses to accomplish more.
Over 25,000 organisations across 31 countries use Soldo to end slow, messy, and inefficient spending, bringing financial agility and control over every expense.
Soldo frees finance with a uniquely proactive approach to managing decentralised spending. By combining a powerful spend management platform, user-friendly app, and versatile payment methods, Soldo automates expense admin to eliminates the inefficiency in managing business spending.
By proactively managing decentralised spend, organisations empower employees to spend when and where it's needed, keeping productivity high while avoiding month-end surprises.
Founded in 2015 by Italian digital innovator Carlo Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and Rome.
We’re looking for people with big ambitions, cool heads, sharp minds, and warm hearts. Come and join us, as we grow together.
Founded in 2015 by Italian digital innovator Carlo Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and Rome.
We’re looking for people with big ambitions, cool heads, sharp minds, and warm hearts. Come and join us, as we grow together.
What's in it for you
- Private healthcare – for you and your family
- Pension scheme
- Genuine career development opportunities (we love to see you succeed) - including your own annual £500 career development budget
- Access to training and development - including a mentoring programme, workshops and the opportunity to progress onto our leadership programme
- Flexible working options including working from home, our Marylebone office
- 60 days’ work anywhere – even outside the UK if you want
- 25 days’ off a year, plus public holidays. Plus extra days off on Christmas Eve, New Year's Eve and on your Birthday
- Up to 2 volunteering days per year
- Your own personal company Soldo card
- Employee Assistance Programme
- Tax efficient bike to work scheme
The role
We are seeking a Customer Success Team Lead for the UK & Ireland who will be responsible for leading a team of Customer Success Managers (CSMs) tasked with driving customer ramp-up, retention, expansion, and adoption across a diverse portfolio of mid-market and enterprise clients.
Reporting to the Head of Sales UK&I, you will be a hands-on manager, supporting customer engagements while also owning team performance against upsell and retention targets. As a leader, you will help your team balance proactive use case-driven expansion with consultative support, ensuring that every customer realises the full value of Soldo.
You will collaborate closely with our Sales, Pre-Sales, Onboarding, Professional Services and Product Marketing teams to support smooth customer transitions and drive adoption. Your success will be measured by your team’s ability to maintain high customer satisfaction, achieve upsell targets, and deliver world-class customer experiences.
This is an excellent opportunity for a hands-on, results-driven leader who thrives in a fast-paced, customer-centric SaaS environment.
We're looking for someone who must have:
- Lead and manage a team of Customer Success Managers (CSMs), providing day-to-day coaching, mentoring, and support to ensure strong performance across retention and upsell targets.
- Own team performance against commercial metrics, including upsell quota attainment, customer retention rates, and customer satisfaction.
- Act as a hands-on manager, engaging directly alongside the team with high-potential or complex customer accounts to model best practices in relationship management and upsell execution.
- Collaborate with the Head of Sales UK&I to shape and refine the customer success strategy, ensuring alignment with regional growth objectives.
- Support team members and partner closely with Pre-Sales in complex customer engagements, leveraging your experience to help structure growth plans, deliver QBRs, and secure upsell opportunities.
- Drive team adoption of best practices for customer success, including proactive account planning, value realisation tracking, and effective stakeholder management.
- Partner closely with Onboarding and Professional Services teams to ensure smooth customer handovers for new projects and align on customer success criteria.
- Analyse team performance and customer health data, identifying trends and opportunities for continuous improvement.
- Report on team performance, forecasting upsell revenue and retention metrics with accuracy, and presenting insights to senior leadership.
- Champion customer feedback, ensuring customer insights are captured and relayed to Product, Marketing, and other internal teams to drive continuous improvement.
- Foster a positive, collaborative team culture, balancing commercial ambition with customer-centricity and personal development.
