Teamlead Customer Success Management

Teamlead Customer Success Management – Booking Experts, Chester, England, GB. Full‑time on‑site position offering career growth opportunities.

Booking Experts is a fast‑growing SaaS company transforming the way hospitality businesses operate. Our all‑in‑one software platform helps holiday parks, campsites, hotels and accommodation providers manage reservations, automate processes and deliver exceptional guest experiences. We work across Europe and continue to expand rapidly, helping entrepreneurs spend less time on administration and more time focusing on their guests.

As Teamlead Customer Success, you will lead, develop and grow the Customer Success team. You will combine hands‑on leadership with strategic thinking, ensuring that Customer Success Managers consistently help customers achieve long‑term success with Booking Experts. Your role will involve improving customer outcomes, driving retention, and building scalable processes to support growth.

• Lead, coach and develop a team of Customer Success Managers.
• Create a high‑performance culture focused on customer outcomes and continuous improvement.
• Support team members in becoming trusted strategic advisors to their customers.
• Monitor customer health, retention and satisfaction metrics.
• Define, track and improve Customer Success KPIs.
• Identify process inefficiencies and implement scalable improvements.
• Develop playbooks, best practices and frameworks to support team consistency.
• Manage and support complex customer escalations when required.
• Collaborate with Product, Sales, Marketing and Support teams to improve the customer experience.
• Translate customer feedback and market insights into actionable recommendations.
• Contribute to the long‑term strategy and growth of the Customer Success function.

We’re looking for an experienced leader who enjoys helping both customers and team members succeed. You will likely have:

• Higher education qualification or equivalent level of thinking and working.
• At least 3 years of experience in a leadership role within a SaaS, technology or hospitality‑related business.
• Experience leading customer‑facing teams such as Customer Success, Account Management or Support.
• Strong analytical skills and the ability to use data to drive decision‑making.
• Experience defining, tracking and improving KPIs.
• A track record of improving processes and driving operational excellence.
• Excellent communication and stakeholder management skills.
• The ability to balance strategic thinking with day‑to‑day execution.

You are an inspiring leader who knows how to develop people while maintaining a strong focus on results. You enjoy solving complex challenges, building scalable processes and helping teams reach their full potential. You combine commercial awareness with a customer‑first mindset and are comfortable working across multiple departments. Most importantly, you’re excited about shaping the future of Customer Success within a growing international SaaS company.

• A competitive salary based on experience.
• Annual salary reviews.
• 10% salary increase after your first year.
• Hybrid working opportunities.
• 25 days of annual leave.
• Opportunity to play a key role in scaling our Customer Success organisation.
• Access to our Learning Management System (LMS), internal training and ongoing development opportunities.
• Real impact in a growing international SaaS company.